Looks like you have JavaScript disabled. For the full Twine experience, you will need to re-enable it.

I am an experienced hospitality and SaaS professional with a proven track record in customer success, sales consulting, and operations. I currently serve as a Senior Customer Success Manager on a Docplanner telco project, where I lead client portfolios, drive renewals and upsell opportunities, and coach teams on new products and processes. I have an international profile with over six years of experience in the UK, native-level English proficiency, and a passion for creative problem solving, data-driven decision making, and building lasting client relationships across CRM, wine, and hospitality domains.…I am an experienced hospitality and SaaS professional with a proven track record in customer success, sales consulting, and operations. I currently serve as a Senior Customer Success Manager on a Docplanner telco project, where I lead client portfolios, drive renewals and upsell opportunities, and coach teams on new products and processes. I have an international profile with over six years of experience in the UK, native-level English proficiency, and a passion for creative problem solving, data-driven decision making, and building lasting client relationships across CRM, wine, and hospitality domains.

Marco Maria Incagnoli

Project Manager, Content Creator, Content Designer, +1





I am an experienced hospitality and SaaS professional with a proven track record in customer success, sales consulting, and operations. I currently serve as a Senior Customer Success Manager on a Docplanner telco project, where I lead client portfolios, drive renewals and upsell opportunities, and coach teams on new products and processes. I have an international profile with over six years of experience in the UK, native-level English proficiency, and a passion for creative problem solving, data-driven decision making, and building lasting client relationships across CRM, wine, and hospitality domains.…I am an experienced hospitality and SaaS professional with a proven track record in customer success, sales consulting, and operations. I currently serve as a Senior Customer Success Manager on a Docplanner telco project, where I lead client portfolios, drive renewals and upsell opportunities, and coach teams on new products and processes. I have an international profile with over six years of experience in the UK, native-level English proficiency, and a passion for creative problem solving, data-driven decision making, and building lasting client relationships across CRM, wine, and hospitality domains.

Available to hire

I am an experienced hospitality and SaaS professional with a proven track record in customer success, sales consulting, and operations. I currently serve as a Senior Customer Success Manager on a Docplanner telco project, where I lead client portfolios, drive renewals and upsell opportunities, and coach teams on new products and processes.

I have an international profile with over six years of experience in the UK, native-level English proficiency, and a passion for creative problem solving, data-driven decision making, and building lasting client relationships across CRM, wine, and hospitality domains.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Language

English

Fluent

Italian

Fluent

Spanish; Castilian

Intermediate

Work Experience

Senior Customer Success Manager at Docplanner Group

October 1, 2020 - Present

Managing a client portfolio exceeding €250K ARR; analyzing client accounts to identify upsell and expansion opportunities; overseeing renewals and usage trends to minimize churn; conducting team training on new products and projects; full onboarding of new clients; producing detailed reports and trend analyses; translation of work materials from English to Italian; contributed to the development and success of CRM, DP Phone, Intraclinic projects; established QBR calls and a customer farming model.

Sales Consultant at Italicatessen UK

March 1, 2020 - July 1, 2020

Managed a client portfolio, identifying leads and evaluating their sales potential. Set pricing strategies ensuring optimal profit margins. Organized and conducted wine tastings tailored to specific clients. Achievements: Increased existing client sales by approximately 33%; secured high-profile new accounts.

Customer Service Representative & Product Expert at Enotria & Coe

January 1, 2018 - January 1, 2020

Managed wine lists and 6 key accounts; processed over 60 calls daily; managed account orders; conducted product training for customer service and credit control teams; investigated and resolved credit notes and invoices; earned Employee of the Month; WSET Level 2 certification; applied 'Golden Circle' sales technique to emphasize customer needs and product value.

Bar Manager at Little Bird Ltd

January 1, 2017 - January 1, 2018

Managed service operations and staff training; developed new cocktail recipes; oversaw stock control and weekly orders; optimized inventory; secured media recognition and sponsorship for a gin menu featuring 23+ products.

Bartender at Charlotte’s Bistro

January 1, 2017 - January 1, 2017

Bartender role supporting daily hospitality operations and guest experience.

Freelance Bartender at Flair Art Agency

January 1, 2016 - January 1, 2016

Freelance bartender providing service for events and agency engagements.

Kitchen Crew Trainer

January 1, 2014 - January 1, 2015

Kitchen crew trainer; responsibilities included training, stocking, and process improvements.