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Work Background
GRI ClubHead of Relationship
Oct. 2024Responsible for structuring the team of account managers to enhance the customer experience and engagement to drive expansion and renewal.
BS ConsultoriaFounder
Jul. 2024BrasilWe empower small and medium-sized businesses with sustainable sales strategies, focusing on consistent growth and customer retention. We prove that it's possible to implement Customer Success practices from large companies without the need for significant investments, using accessible resources and delivering fast, tangible results. Additionally, we structure operations in startups for sustainable growth, with a strong emphasis on maintaining a loyal customer base.
EdpuzzleManager of Engagement and Growth
Apr. 2023 - Jul. 2024Leader responsible for boosting business growth and market penetration in Brazil through developing and managing strategic partnerships and sales channels, campaigns to expand user base and market share. Coordinated with cross-functional teams to align the product- market fit, optimizing the sales cycle and customer journey. Some indicators: Revenue, conversion, renewal.
600% revenue growth 2022 - 2023 *** Edpuzzle is the best way to share video content with students. Create trackable, secure, un-skippable and distraction-free video content, and access data to plan next steps with your students.
EdpuzzleManager of Customer Success
Jun. 2022 - Apr. 2023Customer journey design, projects to increase engagement and user base, and to improve usability of the product.
Pris SoftwareHead of Renewal
Apr. 2021 - Mar. 2022São Paulo, São Paulo, BrasilCreated and executed OKRs focused on customer retention and account expansion through upsell and cross-sell, generating increases in MRR (Monthly Recurring Revenue). Mapped the customer journey and implemented success KPIs, such as NPS, CSAT, and churn rate, to enhance customer satisfaction and reduce churn.
Developed strategic partnerships with large clients, creating playbooks to ensure scalability and successful contract renewals.
EstácioRegional Manager of Customer Success and Support
Oct. 2019 - Nov. 2020São Paulo, São Paulo, BrasilLed a team of 48 people, including assistants and coordinators. Developed strategic partnerships with internal and external stakeholders to support the implementation of new products and optimize critical customer touchpoints. Responsible for 100,000 students base.
Achievement of historic renewal target in 2020 (not achieved since 2016).
Integration Projects for acquired brands by the YDUQS group. 15 % Retention improvement: 2019 x 2020.
Churn decrease target achieved in 2018, 2019 and 2020.
EstácioRegional Manager of Customer Success
Oct. 2018 - Oct. 2019São Paulo e Região, BrasilImplementation of the department in 24 units in south-central region. CS team management (24 people) Continuous improvement projects, customer journey, definition of personas.
Main indicators: Renewal, Retention, Churn, NPS.
Customer journey mapping and definition of personas.
Monitoring of key performance indicators in the area: renewal, retention, churn, NPS.
Initiation of digital transformation in the omnichannel service flow: Zendesk, chatbot, student app.
KrotonRegional Manager of Customer Success
Mar. 2016 - May. 2018Developed and led customer retention strategies across 16 units, generating an increase in LTV and improving KPIs for churn, retention, and contract renewals. Building and managing the CS team (20 people).
Responsible for a customer base of 40,000 students and yearly revenue of R$ 240 million, achieving retention goals and delivering the best results in Brazil.
UnicesumarDigital Products Supervisor
Oct. 2015 - Mar. 2016Marketing and commercial campaigns for digital products (online undergraduate and postgraduate programs), monitoring the sales funnel. Onboarding of students, customer service, and retention. Consultancy for partner centers in various areas such as administration, people management, and sales. Responsible for managing 10 centers in the Southern region. Successfully achieved enrollment targets, with the Southern region delivering the best results in Brazil.
Fundação Getulio VargasMid-level Business Consultant
Jul. 2013 - Aug. 2014Developed and executed marketing and sales strategies focused on building strategic partnerships,
resulting in a 300% revenue increase. Expanded B2B and B2C portfolios by fostering collaborative
relationships, launching new products, and implementing loyalty programs to boost retention and drive
referrals.
FGVBusiness Consultant
Sep. 2010 - Jul. 2013
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