Interview with Viviana Galluzzo - Etiqa's Account and Sales Manager

Embracing change as a driving force, Viviana Galluzzo's professional journey traces back to her roots in Naples, where she commenced her career in the travel industry. Evolving through diverse landscapes, she orchestrated events in Milan, worked with a major tourism e-commerce company, and found fulfillment as an account manager. The joy of connecting with people fueled her passion, leading her to mesmerizing locales like Ischia, Cilento, and the Amalfi Coast.

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Returning to Naples, Viviana continued to shape her career before the call for change guided her to the captivating shores of Favignana, where she joined the innovative realm of Etiqa.

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In this interview, we explore Viviana's role as Etiqa's Account and Sales Manager. From nurturing client relationships to steering sales growth, she provides insights into balancing customer requirements with internal team dynamics, overcoming sales challenges, and the paramount role of effective communication in both project management and sales.

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How would you describe your role as an Account and Sales Manager at Etiqa?

As an Account and Sales Manager, I focus on nurturing client relationships and driving sales growth. My responsibilities include understanding client needs, developing sales strategies, managing the sales pipeline, conducting market analysis, collaborating with internal teams, and monitoring performance. Ultimately, I aim to drive revenue growth by delivering tailored solutions and ensuring customer satisfaction.

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In your role, how do you balance the need to meet customer requirements with the internal management of teams and resources?

In my role as an Account Manager, I take pride in being the vital connection between our valued clients and our internal teams. I thrive on ensuring that communication flows smoothly, translating customer needs, preferences, and feedback into actionable insights for our teams. By fostering clear communication, I empower our teams to align their efforts effectively, ultimately enhancing productivity and client satisfaction. Additionally, I am dedicated to managing client expectations with honesty and transparency, ensuring that everyone is on the same page regarding timelines, deliverables, and any potential limitations. When challenges arise, I embrace them as opportunities to showcase my problem-solving skills, collaborating with stakeholders to find innovative solutions and uphold our commitment to customer success.

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Considering the sales aspect of your role, what are some of the most challenging aspects, and how do you overcome them?

As a Sales Account Manager, one of the most challenging aspects is navigating complex sales cycles and overcoming objections. I address this by proactively understanding client needs, tailoring solutions, and building trust through transparent communication and compelling value propositions. By actively listening to client feedback and showcasing the benefits of our offerings, I can effectively overcome objections and drive sales success.

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In your experience, how crucial is effective communication in both project management and sales, and what steps do you take to ensure clear and concise communication within your team and with clients?

Effective communication is absolutely crucial in both project management and sales. In my experience, clear and concise communication is the cornerstone of successful collaboration, ensuring that everyone is on the same page and aligned towards common goals.

To ensure effective communication, I employ a multi-faceted approach:

• Clear objectives: I establish precise project and sales goals, ensuring everyone comprehends our aims.
• Regular updates: I conduct frequent team meetings and client check-ins to relay progress and pertinent updates.
• Active listening: prioritizing active listening, I understand both team members' and clients' viewpoints, facilitating swift issue resolution and strategy adjustments.
• Tailored communication: I adapt my communication style to suit diverse audiences, ensuring clarity and comprehension.
• Documentation: I meticulously document project plans, sales strategies, and client interactions for reference and transparency.
• Feedback Culture: I foster an environment of open feedback, encouraging constructive dialogue to address concerns effectively.

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As you work on building relationships with potential clients or leads, how do you tailor your approach to different industries or clients with varying needs?

In adapting my approach to cater to various industries and clients with diverse needs, I employ a flexible and adaptive strategy: firstly, I prioritize thorough research into each industry and client to gain insights into their unique challenges, priorities, and objectives. Next, I personalize my communication and offerings to resonate with the specific needs and pain points of each client, ensuring a tailored approach. I also focus on articulating the value proposition of our products or services in a manner that directly aligns with the client's industry and objectives, emphasizing the benefits most relevant to them.

Moreover, I customize proposals, presentations, and solutions to address the specific requirements of each client, showcasing our dedication to meeting their individual needs.

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How do you leverage communication to enhance Etiqa's brand image and convey its unique value proposition, differentiating it in a competitive market?

I always strive to emphasize Etiqa's unique value proposition in every interaction, ensuring that our distinctive qualities stand out amidst competition. Whether it's our unparalleled skills, extensive experience, or cost-effective solutions, I make it a point to effectively communicate these strengths to our target audience. Moreover, I believe in the power of storytelling to engage and connect with our audience on a deeper level. By sharing impactful narratives about Etiqa's journey, successes, and contributions, I aim to evoke emotion and build a stronger bond with our stakeholders.

Transparency and authenticity are also key pillars of my communication approach. I believe in being genuine and straightforward about our offerings, practices, and achievements, fostering trust and credibility among clients and partners.

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How do you ensure long-term client satisfaction and retention, and what initiatives do you have in place to nurture ongoing partnerships?‍

Ensuring long-term client satisfaction and retention is all about building strong relationships and consistently delivering value. I believe it's all about building genuine connections and being there for clients every step of the way. Personally, I make it a point to stay in regular touch with clients, not just about business, but also to understand their goals and challenges on a deeper level. When they have concerns, I'm quick to address them, showing them that their success truly matters to me. Moreover, I love finding ways to surprise and delight them, whether it's through personalized recommendations or unexpected gestures of appreciation. 

In your opinion, what are the key skills that a successful Sales Manager should possess to build lasting relationships in a competitive market? 

Market research serves as a solid foundation for engaging potential clients and making informed decisions. Analyzing market data and negotiating effectively are pivotal aspects of my role. Furthermore, interpersonal skills play a critical role; the ability to connect with people is essential for making impactful deals. As someone once said, "The best deals I've closed were over casual conversations during vacations." This underscores the importance of building relationships and rapport in business negotiations.

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Why do you enjoy working at Etiqa?

I find immense satisfaction in working at Etiqa because of its dynamic and innovative environment. Here, I have the opportunity to collaborate with talented individuals who share a passion for pushing the boundaries of technology and driving meaningful change. Etiqa fosters a culture of continuous learning and growth, allowing me to expand my skills and expertise while contributing to the company's success. Overall, being part of Etiqa enables me to make a tangible impact, grow professionally, and thrive in a vibrant and inspiring workplace.

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