Ema Belfinger

- Directed successful E2E implementation and onboarding projects of SaaS tech licensing products hosted in multi-tenant environments across industries (GOV, EDU, banking, construction, oil/gas) for high-profile companies across the Middle East
- Led requirements gathering sessions to configure systems according to identified business needs and propose solutions
- Built and maintained project plans, deliverables tracking and followed up with diverse stakeholders on accountability
- Managed simultaneously a $2 million annual post-sales portfolio, fostering client relationships and driving upsell
- Served as the primary technical point of contact for 50+ enterprise accounts across 8 markets, ensuring continuous operational stability, building strong relationships with business and IT stakeholders and driving long-term retention
- Owned customer environments end-to-end post-go-live, advising on best practices; product optimisation; future scalability
- Achieved 30% conversion rate on pre-sales opportunities, incl. demos, technical proposals and RFPs; driving acquisition
- Acted as a Product Owner; oversaw and prioritised the product backlog in JIRA; channelled customer feedback into tasks
- Partnered with cross-functional teams to align project deliverables:
- Sales team on project budgeting, scoping, timeliness, relationships-building, expectations and go-live
- Product team on product customisations and building AI-powered features
- UI team on website redesigns and tailoring the branding for each client's instance
- Tech teams on API integrations (hands-on experience with API documentation, XML files and Postman)
- Facilitated client training sessions and data-driven advisory work post-go-live, optimising adoption and product utilisation
- Developed a comprehensive documentation library, (UAT, implementation guides, training and instructional resources, troubleshooting playbooks, configuration standards) improving customer self-sufficiency and accurate setup
- Delivered technical support & troubleshooting both to clients directly and debugging with engineers, addressing risk/security assessments for both application level and cloud infrastructure compliance to uphold system integrity
- Reduced client-facing team's task overlaps by 30% by identifying improvement areas and taking over in-house role-defining initiatives that improved SLA times on reported issues by 80%
- Led internal delivery structuring efforts with documented workflows and reusable materials; reduced average project timelines by 55 days while increasing NPS scores from 14 to 22 over an 18-month period
- Mentored five Customer Success Managers to advance their proficiency in supporting strategic clients and their retention

- Collaborated daily with Development, Designers, IT, Testers, Marketing, Compliance, and C-suite, which fostered strong interdepartmental relationships and streamlined communication across teams
Developed detailed process flows and screen layouts in collab with designers for new features using Balsamiq, Figma, Canva, helping ensure clarity and usability during design
- Conducted quality assurance and testing for both the web and mobile applications to match product reliability
- Worked on creating effective error messaging by providing clear and helpful information during issues
- Built a comprehensive repository of documents, use cases, product and functionality descriptions, and user manuals
- Created engaging website content that aligned with our product offerings, helping to boost visibility
- Represented the business at the Aviation Festivals, resulting in partnerships with few airlines, expanding the market reach

- Developed comprehensive functional specifications with diagramming (BPMN, UML, Visio) for the government customs inspection system, which streamlined the development phase and clarified requirements for the dev team
- Built a web portal for Food Controller solution using CSM/WordPress, incorporating a researched knowledge base that supports compliance with legal provisions in the Food Safety industry, ultimately aiding participants at a national level
- Promoted the Product at conferences and workshops as a speaker, enhancing understanding among sector partners

- Engaged on multiple projects, soliciting requirements through client meetings and creating functional specifications
- Designed new product features and developed a gamification process and visuals for an in-house idea management solution, enhancing user engagement and overall product appeal
- Served as the primary pre-sales representative, successfully driving over 10 proof-of-concept projects annually
- Participated actively in Scrum and Design Thinking teams while building solutions from scratch, learning and applying principles of each framework, which improved our product quality, project delivery efficiency and team collaboration

- Worked on designing EU projects for submission; coordinated the logistics of vocational students'
international mobility
- Facilitated debates on EU-relevant topics (active European citizenship, intercultural dialogue, social inclusion) in Italian language