Altitude Software reinforces its team structure taking the customer experience to the next level

Published on Apr 12, 2019 at 10:22 am in News

The company has announced a new structure and the role of Customer Success Manager to strengthen the relationship with its customers

Madrid, April 4th 2019 – Altitude Software, global provider of omnichannel solutions to improve Customer Experience, has announced a new structure of its executive team to improve the excellence of its services taking the customer experience to the next level. Following the focus on customer, the company has introduced the new Customer Success Manager role to strengthen the relationship with its clients, anticipating their needs and identifying the best solutions for them, exceeding the expectations at each stage of the customer journey.

“The introduction of the new role of Customer Success Manager is one of the keys to improve the excellence of our customer service and with the new structure we will be even closer to our clients with increased efficiency in all the stages”, said Alfredo Redondo, Altitude Software CEO. “Our customers are our best asset and we don’t think twice about investing in the relationship we have built with them. We strive to give our clients and partners the best solutions to address their needs today while also helping to them to transform their businesses according to their customer demands”.

With this new approach Sergio Fernández Santas has been appointed as new Sales Operation Director and he will be responsible of guarantee the excellence of processes. Sergio, with his strong finance background and highly analytical approach, has been always oriented to business processes and sales teams. He has an international profile with experience in companies such as Tele2, Vodafone and Auchan Group. Fernández Santas has a Business Degree in Boston Institute (UK) and a Finance Executive Master in IE Business School.

As part of this new structure, Eduardo Malpica, who combines strong technical expertise with excellent market and customer knowledge, has been appointed as Chief Knowledge Officer, another new role Altitude Software introduced to better support the Customer Service Management and the Value Acquisition teams. Previously Eduardo was responsible for Presales Consulting at Altitude, covering Europe, North America and Global Accounts. Eduardo holds a master’s degree in Telecommunications Engineering and Biomedical Engineering. He also collaborates as a visiting professor with ESIC business school, focusing on customer engagement technologies and digital transformation.

Finally, Rui Santos has been promoted to Chief Financial Officer and from his new role he will reinforce the financial and operational excellence in global markets and support the continued expansion of Altitude Software. Santos has over 20 years of experience in finance, talent management and operations with a strong focus on financial reporting, analytics and corporate development. He has an international profile with experience in companies such as Pioneer Corporation and Regenersis. Rui Santos has a degree Finance & Accounting from Escola Superior de Ciencias Empresariais, IPS Setubal.

To accompany these organizational changes and with the same focus on customer experience, Altitude Software is also about to launch their new website soon.

Recent news

Sign up to get the most recent news on your inbox!

  • This field is for validation purposes and should be left unchanged.

Other insights

Dangers of not Having Call Recording in Utilities: Danger # 5 – Poor Liability Management 

Over the course of the last five posts (The 5 Dangers of Not Having Call Recording, Event Management, Unhappy Customers, Unproductive Agents, Misunderstanding the.

Read more

Dangers of not Having Call Recording in Utilities: Danger #4 – Misunderstanding the Customer Voice

Contact centers are continually tasked with goals, key performance indicators, and regulations. Management often uses grading and scoring of agent interactions with customers to guide best practices and standards. Sometimes the chosen KPIs for agents focus.

Read more

Dangers of not Having Call Recording in Utilities: Danger #3 – Unproductive Agents

Customer service agents in public utility companies are a crucial part of customer service experience. Agents’ ability to communicate and resolve customer issues is a core function of.

Read more

Dangers of not Having Call Recording in Utilities: Danger # 2 – Unhappy Customers

Contact Center agents in public utility facilities engage in diverse and multi-faceted responsibilities. Agents communicate not only with external.

Read more

Dangers of Not Having Call Recording in Utilities: Danger #1 – Event Management and Safety Tracking

  Events happen. Whether inclement weather, sudden surges caused by widespread use of AC during a heat wave, or.

Read more

Five Dangers of Not Having Call Recording in Public Utilities

As Utilities make strides in improving their operations and the customer experience, the need for tracking and recording all interactions is increasing.  Keeping.

Read more

  • How would you rate your experience on our website?
  • This field is for validation purposes and should be left unchanged.