Christian Chiari Manni

• Company Overview: Publicly traded Swiss firm delivering executive coaching and L&D programs to high-potential employees across Fortune 500 companies globally.
• Reported to the Director of Global Implementation & Delivery, managing a high-value portfolio of enterprise clients and owning the full delivery lifecycle from post-sale onboarding to program success.
• Led customer experience measurement efforts, capturing feedback, engagement metrics, and portal usage to generate actionable insights that informed strategy and supported retention.
• Collaborated cross-functionally with Product, Coaching, Tech, Finance, and Solutions teams to implement scalable, insight-driven solutions and improve the end-to-end client experience.
• Directed complex client implementations, aligning internal teams, managing integrations (e.g., payment and reporting systems), and launching customized enterprise programs on time and with precision.
• Drove adoption and engagement strategies by advising clients on communication best practices and co-developing tailored rollout materials that resonated with target audiences.
• Developed and executed revenue activation plans, linking financial objectives with client usage trends to support retention and maximize prepay utilization.
• Onboarded and enabled global coaching teams, ensuring alignment with client goals, facilitating program readiness, and supporting consistent delivery across regions.
• Mentored junior team members, fostering best practices in CX delivery, customer insights interpretation, and client lifecycle management.
• Led internal process improvements to enhance operational efficiency, data quality, and the overall customer and participant experience.
• Used project management and CRM tools to monitor performance, ensure timely execution, and uphold service excellence across all engagements.

• Company Overview: Privately held SaaS provider offering online accounting, tax, advisory, and financial data services for small businesses and franchises.
• Reported directly to the CEO, launching and leading the Customer Experience department with full accountability for P&L, budgeting, reporting, and a team of 5 managing a $1M+ portfolio of enterprise clients.
• Developed and operationalized VoC programs, including Net Promoter Score (NPS) and CSAT, to proactively identify at-risk accounts, drive service improvements, and inform executive-level decisions.
• Designed and implemented customer success strategies that led to a 17% increase in Customer Satisfaction and a 10% boost in Retention, directly supporting long-term client value.
• Established CX measurement KPIs and team scorecards to monitor performance and productivity, resulting in a 9% improvement in team output.
• Mapped the end-to-end customer journey and ideal customer profiles to align with company goals, inform personalization strategies, and uncover new growth opportunities.
• Led cross-functional collaboration with Sales, Marketing, and Operations to reduce time-to-value by 9%, improve onboarding, and accelerate product adoption.
• Designed customer health scoring models using both behavioral and survey data to ensure proactive risk management and enhance account visibility.
• Introduced omnichannel optimization strategies, including Salesforce-driven website updates, reducing friction in digital discovery and contributing to a 50% increase in acquisition in Q3 2023.
• Created structured client feedback loops through survey tools and onboarding/post-sale checklists to ensure consistent, branded experiences—raising overall NPS to 93.
• Resolved a critical communication breakdown with a top 10 CES client, safeguarding ~0.5% of total company revenue through swift stakeholder engagement and experience redesign.
• Led US market expansion, applying CX principles to support growth and ensure scalable, high-impact client experiences across borders.

• Company Overview: A provider of all-in-one financial management solutions for small business owners.
• Reporting to the divisional VP, led Strategy and Operations for the Wave Advisors department with P&L for US$3.5M forecasted revenues and projected annual YOY growth above 25%.
• Managed a team of 18 via three direct reports focusing on discovering/launching innovative services while honing day-to-day operations.
• Led the launch of 4 new products and 2 services in payroll and tax, growing unit revenue by 5% while increasing customer satisfaction to 89 NPS metric and boosting customer retention by 10%.
• Reviewed strategies and implemented changes to critical workflows by leveraging business analytics to maximize resource utilization, decreasing customer wait time by over 163 minutes.
• Won 1st place for Customer Success in the North American Customer Centricity competition 2 years in a row. Subsequently appointed Judge for the CCXP Customer Centricity World Series.
• Provided in-depth quantitative data analysis for renegotiating a new partnership with a leading US e-commerce and payment processor company, a $400M project that enhanced profitability 0.9%.
• Served as a Mentor role in the company’s program to shape and guide the new generation of leaders. Mentored 5 workmates oveCompany Overview: Provider of all-in-one financial management solutions for small business owners.
• Reported to the Divisional VP, leading Strategy & Operations for the Wave Advisors department with full P&L responsibility for a US$3.5M revenue stream and YOY growth targets exceeding 25%.
• Directed a team of 18 (via 3 direct reports), balancing strategic leadership with operational execution while launching innovative services and optimizing daily workflows.
• Led the launch of 4 new products and 2 service lines (payroll and tax), contributing to a 5% revenue uplift, 10% improvement in customer retention, and NPS growth to 89.
• Improved key customer experience metrics by redesigning support workflows using business analytics—reducing average customer wait time by 163 minutes.
• Championed a culture of customer centricity, winning 1st place twice in the North American Customer Centricity competition and later serving as a judge for the CCXP World Series.
• Integrated customer feedback and behavioral data to inform service and product improvements, translating VoC insights into strategic actions across multiple departments.
• Utilized quantitative data analysis to support renegotiation of a $400M strategic partnership with a leading U.S. e-commerce/payments company—enhancing overall profitability by 0.9%.
• Mentored five team members over two years, fostering leadership growth and contributing to the internal promotion of two managers within 12 months.r 2 years, with 2 of them promoted to Manager in 12 months.

• Reporting to the Unit Director, led a team of 5, focusing on team development, strategy, and growth of the Coaching team. Owned P&L, forecasted revenues, and negotiated budgeting for the business unit.
• Created development plans and advised on career paths for direct reports to develop and retain talent, resulting in 0 employee turnover in the Unit.
• Implemented training resources and processes to standardize high-quality services, which increased the YOY return rate from 10% to 30%.
• Reported to the Unit Director, leading a team of 5 with full responsibility for P&L management, forecasting, and strategic growth of the Coaching business unit.
• Drove customer experience excellence by implementing standardized training and service delivery processes, resulting in a YOY return rate increase from 10% to 30%.
• Built and executed talent development strategies, including individual growth plans and coaching pathways, achieving 0% employee turnover within the unit.
• Applied Voice of Customer insights to continuously improve service design and delivery, ensuring consistency, satisfaction, and measurable program performance.
• Promoted to Senior Manager within 11 months, a reflection of strong leadership, customer impact, and operational results.

• Company Overview: A provider of all-in-one financial management solutions for small business owners.
• Reporting to the unit manager, led a team of 5 responsible for P&L and team Operations, including hiring, training, development and promotions.
• Created, tested, and implemented key growth initiatives, including Payroll Coaching and Business Coaching, that grew 2020 revenue by 51% YOY to $500K.
• Planned and launched the first Wave Advisors Coaching webinar series and presented monthly results/priorities to the Wave Advisors Director, the COO, and the Executive team.
• Promoted to Manager in less than 2 years.

• Company Overview: A provider of all-in-one financial management solutions for small business owners.
• Reporting to the Team Lead, guided over 500 US and Canadian business owners to create accurate financial statements in compliance with IFRS and US GAAP principles.
• Managed the most extensive portfolio of clients, achieving a team-leading customer rating of 4.9/5.
• Created and launched a new Express Coaching service that produced revenue increases by 5%.
• Promoted to Customer Success Lead after 10 months.

Company Overview: Leading global bank with a focus on corporate and investment banking services.

• Reported to the GBM Director, responsible for analyzing and managing the top 10 corporate clients by manipulating over 10 billion data points using Salesforce, MS Access, SAP, and Tableau.
• Leveraged advanced data analytics tools, including Pivot Tables, complex Excel macros, and relational databases, to uncover customer behavior trends, streamline reporting, and support high-value client strategies.
• Designed interactive dashboards and visual reports in Tableau to communicate key insights to stakeholders and inform executive decision-making.
• Applied business intelligence to identify growth opportunities, support account planning, and monitor revenue drivers across client portfolios.
• Placed 3rd in the Scotiabank Future Leaders Vision competition, recognized for innovative thinking and strategic problem-solving.

• Provided personalized 1:1 tutoring in Financial Accounting, Managerial Accounting, and Canadian Taxation to undergraduate and graduate students, adapting instruction to various learning styles and academic levels.
• Deepened expertise in quantitative reasoning and financial modeling, while reinforcing a strong command of analytical frameworks, tax calculations, cost structures, and forecasting methodologies.
• Applied complex mathematical concepts in real-time problem solving, including journal entries, variance analysis, contribution margin, and deferred tax implications—enhancing both subject mastery and instructional precision.
• Developed strong communication, empathy, and active listening skills to translate complex technical content into accessible language, a foundational experience that continues to shape a customer-centric approach to service delivery and experience design.
• Gained a deeper appreciation for the role of patience, feedback loops, and trust in the learning journey—principles that closely parallel effective customer experience strategies in business contexts.

• Reported to the Customer Experience Director as part of the Porsche and Audi Genoa CX team, driving premium service delivery and customer loyalty.
• Recognized as one of the Top 50 Customer Experience Performers in Italy, based on national satisfaction and service excellence benchmarks.
• Promoted three times over five years, including advancement to Customer Experience Management (CEM) Lead within two years, reflecting consistent performance, leadership, and CX impact.