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Work Background
ENEIDA.IOSales Strategy / Key Account Management
Aug. 2023Portugal- Focused on the digital transformation of the electrical grid in the DACH markets
- Smart Grid solutions, mainly LV monitoring sensors and the DeepGrid® operational analytics platform
- Currently working on solutions compliant with Section 14a of the Energy Industry Act (EnWG). Responsibilities:
- Prospection of leads, tenders and sales opportunities
- Assisting on marketing initiatives
- Commercial and technology partnerships. We’re determined to give each neighbourhood grid the intelligence it needs, so we have Zero Emission Neighbourhoods (ZEN), for everyone, now.
ENEIDA.IOCustomer Success Manager
Jan. 2022 - Jul. 2023Coimbra, Portugal- I orchestrated a robust customer support function overseeing L1 and L2 agents, significantly enhancing service quality. - Steering Sales Operations, delivering impactful KPIs to the board and driving the execution of our annual Business Plan. - Essential role in boosting customer value by guiding the optimal utilization of Eneida's products and web applications. - Focus on successfully transitioning PoC and pilot projects into long-term deployment contracts. - Assisting the market entry in the DACH region, propelling Marketing, Sales, and Onboarding strategies. - Driving internal process optimization, accelerating customer onboarding, improving revenue forecasting, and strengthening customer retention.
PlanhatCustomer Success Manager
Sep. 2018 - Mar. 2021Portugal- Oversaw the successful onboarding and customer success journey of 100+ companies, with ARR ranging from $5k to $200k.
- Achieved high conversion rates, transitioning startups to professional subscription plans and promoting standalone paid features, resulting in increased revenue.
- Redefined Customer Success in the early stages, serving as a vital bridge between core departments including Customer Success, Sales, Support, and Product.
- Led the implementation of internal tools for customer teams, enhancing KPIs and health scores across different customer segments.
- Spent the last six months resolving onboarding challenges and complex integrations as a Technical CSM, ensuring a seamless customer experience.
Start-Up Your FutureMentor
Jul. 2018 - Jul. 2019Berlin Area, Germany
FreelanceBusiness Consultant - Customer Success
Mar. 2018WorldwideAdvisory on systems, processes and people. Reach out to discuss your needs: -> End-to-end customer journeys
-> Tech Stack (CRM, analytics, BI, data warehouses)
-> Team management and processes
-> Revenue management (SaaS)
-> Scaling sustainably.
CustomerSuccessNetwork.orgEvent Facilitator - Berlin
Jan. 2018 - Jan. 2019Berlin Area, GermanyOrganization of networking events and workshops for Customer Success professionals.
EMnifyHead of Customer Success
Sep. 2016 - Jan. 2018Berlin Area, Germany- Implemented a winning customer success strategy that led to a significant customer base expansion from 50+ to 500+ enterprise customers, propelling MRR growth to six figures. - Built and managed a team of 4 CSMs and 2 Customer Support Reps, fostering high-performing teams. - Effectively managed key accounts and channel partners, contributing to approximately 30% of the company's total annual revenue. - Accelerated the design of BPMN processes for the Success and Support departments in under 2 months.
AtheneumExpert Relations Associate
Oct. 2015 - Aug. 2016Berlin Area, Germany- Managed a large network of experts and consultants, enhancing operations on the database platform and elevating product feedback. - Introduced new processes for the department in alignment with scaling objectives, enabling successful company growth. - Contributed significantly to the release of a new platform, focusing on data integrity initiatives, user feedback, and integration with electronic payment methods.
Atheneum PartnersExpert Relations & Customer Service Specialist
Mar. 2015 - Sep. 2015Berlin Area, Germany
ConstructelRegional Project Manager
Oct. 2013 - Jul. 2014Dresden Area, Germany
Visabeira Global SGPS, SAJunior Project Manager
Jul. 2013 - Sep. 2013Viseu Area, Portugal
Visabeira Global SGPS, SAProject and Operations Management (Internship)
Dec. 2012 - Jul. 2013Viseu Area, Portugal
Fábrica Centro Ciência Viva AveiroMuseum Tour Guide
Jan. 2011 - Jul. 2011Aveiro - Portugal
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