Giorgio Mattos - Marketing Automation Specialist, Formula Monks

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Work Background

Formula.MonksMarketing Automation Specialist

Apr. 2024Woodland, Califórnia, Estados Unidos · Remote

CortexSenior Revenue Operations Analyst

Oct. 2022 - Apr. 2024Rio de Janeiro, Brasil · RemoteMartech with over 400 employees. Brands: Cortex and Geofusion. - Successfully implemented Hubspot for the Customer Success team, comprising over 30 members, within one quarter, streamlining workflows and enhancing productivity. - Served as a trusted Business Partner for eight teams within the Customer Business Unit, including Onboarding (2 teams), Ongoing (3 teams), Support, Professional Services, and Sustaining, fostering collaboration, and aligning objectives. - Automated the three primary customer journeys (onboarding, ongoing, and retention) across all products, resulting in increased efficiency and improved customer satisfaction. - Established Hubspot as the primary and centralized source of truth, integrating various tools utilized by Customer Success and tech-related teams, such as MS Project and Jira. - Developed and executed the North Star Metric strategy for the two main products of Cortex, driving the organization's focus on key growth indicators. - Implemented the Maturity Level Assessment framework to evaluate and enhance customer success operations, ensuring continuous improvement and scalability. - Designed and implemented Health Score and Expansion Score frameworks to measure customer health and identify expansion opportunities. - Implemented digital Customer Success strategies, including low-touch journeys and automated expansion and retention playbooks, resulting in improved customer engagement and revenue growth. - Created and implemented Service Blueprints for over 15 different processes. Key Results: - Achieved a remarkable 45% growth in net Monthly Recurring Revenue (nMRR) through upselling and cross-selling efforts (Q4-22 to Q1-23). - Successfully increased saved logos by 171% after implementing the retention playbook, effectively reducing churn and improving customer retention (Q4-22 to Q1-23). - Improved Cortex's Net Promoter Score (NPS) by 4 points (Q4-22 to Q1-23), reflecting enhanced customer satisfaction and loyalty.

Doctoralia BrasilSenior Revenue Operations Analyst

Feb. 2022 - Oct. 2022Curitiba, Paraná, Brasil · HybridBiggest healthcare platform in the world (13 countries). More than 2K employees. - Provided valuable insights, recommendations, and growth strategies to Customer Success team leaders in Brazil, Chile, and Peru. - Achieved a significant increase in Brazil's upselling share in net Monthly Recurring Revenue (nMRR) from 2% to 47% through the implementation of expansion journey mapping, CRM automation, and comprehensive CS enablement initiatives. - Collaborated with Customer Experience and Demand Generation teams to develop a referral program funnel, established relevant metrics, and created a dashboard for monitoring program performance in both the Brazil and Chilean markets. - Successfully improved Chile's implementation scoring to 90% by leveraging CRM automation and conducting thorough data analysis. - Provided support to the Demand Generation team in constructing a research report focused on the B2B Clinics & Hospitals Market. - Implemented automated surveys to measure the "first-time value" and collect Customer Satisfaction (CSAT) scores during key moments across all customer journeys.

Doctoralia BrasilSenior Customer Marketing Analyst

May. 2021 - Apr. 2022Curitiba, Paraná, Brasil- Conducted comprehensive customer journey mapping exercises for the expansion portfolio and the introduction of three new products: B2B offerings such as Doctoralia Phone and Diagnostics, as well as the B2C product Google Ads for Individual Doctors. - Gathered feedback from over 1500 customers across diverse markets, including Brazil, Mexico, Poland, Spain, and Italy, to enhance local personas data and improve customer understanding. - Developed an expansion funnel and implemented CS automated lead sourcing strategies, as well as created enablement materials tailored to each expansion product within the portfolio. - Played a key role in supporting Doctoralia Phone, a B2B product, in achieving an impressive Net Promoter Score (NPS) of over 60 points with their first 100 customers within the inaugural year.

CombuDataSales Operations Analyst

Jun. 2020 - Mar. 2021Curitiba, Paraná, Brasil · RemoteB2B Saas Company. 30 employees. Main Product: Diesel/Fuel Gas B2B Purchase Management. - Implemented their CRM (RD Station) and automated the marketing and sales routines; - Mapped 4 buyer personas and created 2 case studies; - Set their GTM: TAM planning, lead data enhancement, lead scoring, e-mail sequences automation and tracking, BDRs training, etc; - Supported more than 20 PLG trials with customer data analysis in the company's first year.