Viviana Lugo
Customer Success Manager
Innsbruck
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with a strong ability to quickly learn and apply new skills. Eager to bring this mindset to the coffee industry, contributing to team success and supporting sustainable, innovative growth within the sector.
Overview
18
18
years of professional experience
Work History
Account Manager, Customer Success
Cropster GmbH
08.2023 - Current
- Manage a diverse portfolio of international customers, guiding them through onboarding, account setup, and transitions to updated pricing models.
- Oversee contract renewals, identify upsell opportunities, and implement strategies to maximize retention and customer satisfaction.
- Serve as a trusted advisor, aligning Cropster’s software solutions with each customer’s operational needs and business goals.
- Collaborate with cross-functional teams by sharing customer insights, identifying pain points, and contributing to continuous product and process improvements.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
Sales Manager
Cropster GmbH
05.2022 - 08.2023
- Drove lead generation across European and Asian markets.
- Built strong B2B relationships and guided customers through the full sales cycle, from prospecting to onboarding.
- Provided in-depth product knowledge, especially in specialty coffee roasting and cafe workflows.
- Utilized CRM tools to manage pipelines and report on sales activities.
- Strengthened intercultural communication and adapted sales strategies across diverse regional contexts.
E-commerce Customer Service and Warranty Coordinator
Black Diamond Europe GmbH
09.2018 - 04.2022
- Managed daily B2C operations across Europe, including order processing, warehouse coordination, payment verification, promotional campaigns, and product content reviews.
- Collaborated with UX and web development teams to report bugs and recommend improvements for a smoother purchase experience.
- Offered product-based sales advice to enhance customer satisfaction and conversion within the B2C channel.
- Served as Warranty Coordinator for all European markets, creating content and handling customer claims with accuracy and empathy.
- Supported website management, including translation, editing, and performance optimization on platforms such as BigCommerce and Klarna.
- Generated and analyzed weekly and monthly e-commerce KPI reports to inform strategic decision-making.
- Acted as key liaison to the French Sales Team, providing operational and customer service support.
Dealer and Sales Services Representative and Warranty Coordinator
Black Diamond Europe GmbH
01.2017 - 09.2018
- Managed daily B2B operations for customers in France, Spain, Andorra, and Portugal, ensuring seamless order processing and account support.
- Oversaw key accounts in the Iberian Peninsula, maintaining strong relationships and ensuring timely fulfillment and communication.
- Provided backup support for major French accounts, ensuring continuity of service and responsiveness to customer needs.
- Handled warranty inquiries across Europe, offering solutions aligned with company policy and customer satisfaction goals.
- Collaborated closely with French Sales Representatives to support regional sales initiatives and client follow-up.
Business English Instructor
GABA Corporation
03.2011 - 10.2016
- Designed and delivered customized one-on-one lessons tailored to each client’s learning goals, professional background, and communication needs.
- Followed structured curriculum while adapting content and teaching methods to suit individual learning styles and language proficiency levels.
- Maintained a strong focus on client satisfaction, continuously adjusting lesson plans based on learner feedback, progress, and company quality standards.
- Enhanced student retention by providing tailored feedback and addressing individual learning needs.
- Participated in professional development workshops, staying current with best practices in Business English instruction.
Corporate Spanish Instructor
IES
04.2012 - 12.2015
- Delivered intensive Spanish language training to police officers preparing for diplomatic assignments at Japanese embassies in South America.
- Taught specialized Spanish courses to doctors and medical staff at the National Center for Global Health and Medicine in Tokyo.
- Facilitated business conversation workshops for employees at leading Japanese corporations, including Toshiba and Mitsubishi.
- Served as a guest speaker for JICA (Japan International Cooperation Agency), supporting Spanish-speaking volunteers with language and cultural orientation.
- Implemented differentiated instruction strategies to accommodate diverse learning styles and abilities within the classroom.
- Promoted cultural awareness through the incorporation of authentic texts, films, and guest speakers from various Spanish-speaking countries.
Trilingual Customer Advisor (FR, SP, EN)
Automobile Association (AA)
03.2007 - 03.2011
- Delivered multilingual customer support for AA motorists across Europe, including roadside assistance, travel logistics, and emergency accommodation.
- Coordinated international vehicle recoveries back to the UK, liaising with local suppliers and transport partners.
- Managed and processed insurance claims, ensuring timely resolution and customer satisfaction.
- Translated documents and communications between English, Spanish, and French, supporting both internal operations and customer-facing needs.
- Acted as the main liaison between the AA and European partner organizations such as ADAC (Germany), RACE (Spain), ACI (Italy), and ANWB (Netherlands).
- Utilized custom-built IT systems to deliver services aligned with a wide variety of contracts, policies, and budget constraints.
Education
Ph.D. - PHD Candidate in Political Science
ECOLE NORMALE SUPERIEURE
Lyon, France 04.2001 -
Master of Arts - Political Science And East Asian Studies
Institut D’Etudes Politiques
Lyon, France 04.2001 -
Bachelor of Science - Biological Anthropology
Rutgers University
New Brunswick, N.J, U.S.A. 04.2001 -
High School Diploma -
Colegio Internacional De Bogota
Bogota, Colombia 04.2001 -
Skills
- Languages: Fluent in English, Spanish, and French; Intermediate Japanese; German (B1 level)
- Customer Relationship Management: Extensive experience using HubSpot daily for pipeline management, communication, and reporting
- SaaS & Technical Acumen: Strong understanding of SaaS business models, product adoption cycles, and API integrations
- Digital Tools & Platforms: Proficient with Microsoft Office Suite, Confluence, and e-commerce systems
- International Communication: Skilled in managing relationships with customers from diverse cultural backgrounds across Europe, Asia, and Latin America
- Adaptability & Resilience: Proven ability to thrive in high-growth, fast-changing environments; quickly adapt to new tools, teams, and strategic shifts
- Problem Solving & Strategic Thinking: Resourceful and analytical in resolving customer issues, optimizing workflows, and identifying growth opportunities
- Sales & Account Management: Strong track record in B2B sales, upselling, onboarding, and contract renewals
Interests
Outdoor and Environmental Involvement
- Passionate snowboarder and recent skiing enthusiast
- Beginner ice climber; experienced in rock climbing, mountain biking, and thru-hiking
- Active caver for over 10 years
- Member of Protect Our Winters (POW), supporting climate advocacy through outdoor communities
- Former Secretary (2008–2009) of the European Cave Protection Commission, part of the European Speleological Federation
Hobbies - Drawing
Timeline
Account Manager, Customer Success
Cropster GmbH
08.2023 - Current
Sales Manager
Cropster GmbH
05.2022 - 08.2023
E-commerce Customer Service and Warranty Coordinator
Black Diamond Europe GmbH
09.2018 - 04.2022
Dealer and Sales Services Representative and Warranty Coordinator
Black Diamond Europe GmbH
01.2017 - 09.2018
Corporate Spanish Instructor
IES
04.2012 - 12.2015
Business English Instructor
GABA Corporation
03.2011 - 10.2016
Trilingual Customer Advisor (FR, SP, EN)
Automobile Association (AA)
03.2007 - 03.2011
Ph.D. - PHD Candidate in Political Science
ECOLE NORMALE SUPERIEURE
04.2001 -
Master of Arts - Political Science And East Asian Studies
Institut D’Etudes Politiques
04.2001 -
Bachelor of Science - Biological Anthropology
Rutgers University
04.2001 -
High School Diploma -
Colegio Internacional De Bogota
04.2001 -
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