Amy Baldacchino
Senior Account Manager
Malta
Summary
Accomplished Relationship Manager offering 12 years of experience developing and maximizing customer success. Diligent in building and retaining accounts by providing support and attentive service. Expertise within the iGaming industry focusing primarily on marketing strategies, product promotion and relationship building to achieve customer retention with a successful record of expanding network connections.
Overview
16
16
years of professional experience
3
3
Languages
Work History
B2B Account Manager
Fantasma Games AB
Malta
01.2024 - Current
- Managing Tier-1 operators whilst being a trusted advisor primarily focusing on building strong relationships.
- Keeping close track on performance of promotional campaigns to identify room for improvement.
- Increased customer retention by building strong relationships and providing personalized account management.
- Coordinated seamlessly with delivery teams to ensure timely completion of projects while meeting or exceeding client expectations.
- Presenting information for up-coming release and promotional tools.
- Working closely with internal stakeholders to optimize a proactive strategy and ensure KPI's are met.
- Analyze market data and feedback to identify trends and opportunities for improvement.
- Effectively up-sell, and cross-sell Fantasma Games content and promotional tools to drive revenue opportunities.
- Attend and represent the company at events and exhibitions tailored to the iGaming industry.
Senior Account Manager
Xace
Malta
09.2022 - 01.2024
- The initial point of contact for tier 1 accounts, guaranteeing prompt and efficient assistance.
- Generated reports and provided analytics on customer growth strategies to senior management, resulting in improved budget forecasting.
- Developed and implemented a proactive account management strategy that resulted in a 25% increase in account renewals.
- Managed a team of 3 account managers to ensure successful delivery of services and customer satisfaction.
- Explained account features and services to customers, resulting in customer retention.
- Coordinated account activities between clients and internal departments.
- Assisted customers with understanding their account status and payment options.
- Developed and implemented a customer relationship management (CRM) system that improved customer segmentation and targeting.
Key Account Manager
Pariplay
Malta
09.2021 - 09.2022
- Provided optimal assistance to the Commercial Director and handled a variety of tasks, including identifying new markets, gap analysis, and thorough research on jurisdictions and regulations.
- Project managed and worked closely with Tech teams to achieve success on several projects, including both commercial and technical connections.
- Monitored sales and feedback from all our key partners, including following through with all given KPI's.
- Developed and implemented effective campaigns together with Game releases.
- Communicated the progress of quarterly initiatives to internal management.
- Organized cross-functional teams to address complex client requests or projects efficiently, resulting in increased satisfaction levels among key accounts holders.
- Negotiated contract renewals with existing clients, securing long-term commitment and fostering ongoing collaboration.
- Created sales forecasts to target daily, monthly and yearly objectives.
Commercial Account Manager
NetRefer
Malta
03.2020 - 10.2021
- Operating as the lead point of contact for any and all matters specific to your accounts.
- Overseeing customer account management, including negotiating contracts and agreements to maximize profit.
- Collaborate with sales team to identify and grow opportunities within territory
- Negotiating commercial models, including, Hybrid, CPA, CPC and revenue share.
- Ensuring a timely and successful delivery of our solutions according to customer needs and objectives.
- Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts)
- Assist with challenging client requests or issue escalations as needed.
- Assisted in the development of marketing materials, enhancing brand visibility within the target market segment.
Business Development Manager
FCM BANK
Malta
11.2018 - 11.2019
- Focus marketing efforts on the Middle Market and Mid/Large Corporate spaces, promote FX business, and work with other industry.
- Provide primary coverage for Corporate clients and various geographical segments for corporate banking.
- Build client relationships, cross-sell, and lead initiatives to consistently deliver high value solutions to FCM Bank’s clients by understanding their risk management strategy related to payments/risk management, and providing timely market updates and suitable/appropriate ideas that manage risk.
- Exhibit skill at negotiation techniques, be able to develop structured products/solutions.
- Streamlined internal processes by introducing innovative tools and technologies, enhancing overall operational efficiency.
- Developed new proposals, contracts and procedures to draw in more clients and streamline work operations.
Business Development Officer
DataTech
Malta
11.2017 - 11.2018
- Managed a diverse portfolio of projects simultaneously while adhering to strict deadlines and budgets constraints.
- Conducted thorough financial analysis to assess viability and profitability of new business ventures.
- Identifying new markets, opportunities and partnerships whilst strengthening our existing portfolio.
- Monitoring company's profits plus revenue generated.
- Providing customer support through existing accounts whilst building and stabilizing new relationships with prospective clients.
- Positioning DataTech Consulting within the Local market.
- Over-seeing and managing all sales related meetings and proposals.
- Endless research on innovative solutions and full extensive training on SAP.
- Preparing Marketing campaigns.
- Brain-storming creatively with the IT Team to introduce new revolutionized products and services.
Advertising Consultant
Content House
Malta
02.2011 - 09.2016
- Assisting clients to choose the best publication/digital platform according to their necessities and line of business.
- Following up client's artwork for adverts and make sure that all details are up to publishing requirements.
- Responsibility for a successful sales operation in meeting sales targets as established by the company.
- Responsibility for proper adherence to all company procedures related to day by day operations, sales recording, cash handover, security procedures etc.
- Researching and keeping in check with other mediums and competition.
- Expanded client base through effective cold calling techniques, securing new accounts and increasing revenue streams.
- Any other duties and responsibilities not listed above which would reasonably be expected to fall under the said list of duties and responsibilities.
Sales Coordinator
Vodafone
Malta
06.2008 - 01.2011
- Respond to service enquirers, quote prices for company products and other services.
- Answer telephone enquirers from customers including dealing with corporate clients to schedule meetings and events.
- Responsibility of phone stock and purchasing to Sales executives accordingly.
- Preparation of commissions reports for all sales executives within the company and handing
- reports to accounts department.
- Carrying out reception duties, filing and other secretarial duties.
- Perform other duties as assigned by Supervisor for the scope of flexibility including support to the rest of the company as required.
- Connecting new/migrating customers which fall under the pre-paid sector.
- Responsible for fraud check on credit limits for contract clients.
- Customer support in basic use of mobile network and services related to the company including current offers and promotions.
- Contact new/potential customers within assigned territory and other parameters with the scope of
- generating new business opportunities of Vodafone. This activity includes follow up and qualification of sales leads.
Education
Associate of Science - Leadership And Management
Mcast
Malta 04.2001 -
Skills
Performance Tracking
Pipeline Management
CRM proficiency
Contract Negotiation
Relationship Management
Customer Portfolio Management
Account Management
New Business Development
Timeline
B2B Account Manager
Fantasma Games AB
01.2024 - Current
Senior Account Manager
Xace
09.2022 - 01.2024
Key Account Manager
Pariplay
09.2021 - 09.2022
Commercial Account Manager
NetRefer
03.2020 - 10.2021
Business Development Manager
FCM BANK
11.2018 - 11.2019
Business Development Officer
DataTech
11.2017 - 11.2018
Advertising Consultant
Content House
02.2011 - 09.2016
Sales Coordinator
Vodafone
06.2008 - 01.2011
Associate of Science - Leadership And Management
Mcast
04.2001 -