Eduardo Magalhaes - Sr Automation Architect,

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Work Background

NexthinkMETA Customer Success

Jun. 2022Greater London, England, United Kingdom2023: 146% Attainment 2022: 187% Attainment

tray.ioHead of Professional Services and Customer Success

Apr. 2021 - Dec. 2022London, England, United KingdomBuilt and scaled a world leading post sales organisation at Tray.io FY22 results - Increased 2x YoY - number of solutions delivered - Increased 3x YoY - number of consulting hours delivered - Increased 3x YoY - services revenue - 2x team growth - Responsible for the Net Dollar Retention (NDR) and growth of our existing customers - Own the onboarding of new clients with focus on the customer journey with the goal to accelerate customers' adoption and time to value - Responsible for CS and PS metrics (e.g.: utilization, project delivery, customer satisfaction, NDR/NRR, etc) - Drive innovation and scalability of technical service delivery to maximize the value for our customers - Build, manage, grow, recruit, coach, and develop a high-performing team, especially paying particular attention to diversity, equity, and inclusion - Monitor accounts, analyse customer escalations, identify product adoption opportunities (and challenges), and develop an understanding of customer concerns and feedback. Provide recommendations, based on analysis, experience, and solid judgment focused on driving customer adoption, retention, and growth - Partner with Sales, Engineering, Product, and other departments to drive customer retention and expansion to help the business achieve overall targets - Created services catalogue, packaged service offerings, delivery methodology, implementation framework, and engagement playbooks to drive adoption, maturity, and growth efficiently and effectively throughout our customers' journey - Manage and direct executive level conversations with stakeholders and customers to translate business objectives into technical projects

tray.ioImplementation Engineering Manager

Mar. 2020 - Apr. 2021London, England, United KingdomBuilt and scaled a world leading Implementation and Professional Services organisation at Tray.io Grew the org from $0 to +$1m in 11 months! FY21 results - Increased 16x YoY - number of solutions delivered - Increased 35x YoY - number of consulting hours delivered - Increased 16x YoY - services revenue - 2.8x team growth

AppDynamicsCustomer Success Manager - UK Strategic Accounts

Jan. 2019 - Mar. 2020London, United KingdomFY19 – achieved 285% of the target, raising the product usage/adoption on average 57% across all the strategic accounts • Ownership of overall relationship with our most strategic enterprise customers. • Establish a trusted advisor relationship which spans both technical expertise, account management, and strategic C-level discussions. • Drive the on-boarding, adoption, retention, and new relationships, opening doors to new uses cases / champions / applications teams. • Develop a Joint Success Plan (JSP) to guide conversations and track daily activities required for our customers to achieve specific, strategic business outcomes. • Track product adoption and success – demonstrate account health through KPIs tied to business outcomes. • Analyse accounts that have been lost, identify reasons for churning and build a strategy to win customers back

IPsoftEMEA Service Transition Architect/Technical Engagement/Delivery Manager

May. 2016 - Nov. 2018London, United Kingdom• Lead technical/strategical planning and roadmaps (both internally and with client), for product development, resource/workload management, hiring, and training needs. • Oversight of multiple transition activities (Project Mgt.) and BAU operations (Service Mgt.) for various sized projects/accounts, from 100k to a multimillion dollar. Identify, flag, and mitigate potential risks or road blockers. • Coach, lead cross functional and multidisciplinary teams throughout project and product life-cycle, with huge focus on continuous improvement. • Excellent problem-solving, organizational, and lead skills, to understand the business needs from the teams, clients, and stakeholders and successfully deliver against those. • Strong interpersonal, excellent communication and presentation skills (in several languages) at all levels (from junior members, to senior management and C-level) both internally and client facing. • Ability to quickly assimilate big amounts of new information and quickly and effectively act upon it. Able to work in ambiguous situations. • Highly motivated and creative, always going above and beyond. Not afraid to speak up and bring new ideas to the table. Always with sight in process improvements. • Strong IT Consulting/Professional Services background with focus on custom technology solutions. • Ability to drive relationships within client while delivering significant improvements as well as customer satisfaction. • Working with on-shore, near-shore, and off-shore teams • Business requirements gathering • Platform requirements gathering • Integration and Functional requirements gathering • Customer engagement workshops to agree processes and integration interfaces • Incident, Change, Event, process and solution design • Service Management consultancy • Identification of Automation opportunities as well as ability to identify renewal and add-on opportunities, using lessons learned and looping them back into our internal best practices

IPsoftService Transition, Project Technical Lead

Jan. 2016 - May. 2016London, United Kingdom- Design and understand the end-to-end solution that fully realizes the business case for the customer. - Own and spearhead the technical implementation of the design throughout the project lifecycle, working with a multidisciplinary team including developers, infrastructure design, and automation experts to effect the solution. - Work with the Project Management team to ensure all client requirements and deliverables from the SOW are met with accurate requirements and ETA’s. - Lead technical planning and design sessions with clients to build in-depth solutions for the platform - Work closely with technical and product development teams across business units to ensure alignment of all development activities associated with projects including high and low level design diagrams - Keep up to date with the emerging processes and technologies from the IPsoft product line as well as work with the research and development teams to identify further feature enhancements - Author and update internal and external documentation - Assist clients in understanding the overall solution design as well as providing training support for complex enhancements - Extract necessary information from the often unknown requirements provided by customers. - Drive Knowledge Transfer process and ensure all required SOP’s, Run books, and Escalation Procedures have been captured and deployed.

HP AutonomyCloud Systems Implementation Engineer

May. 2015 - Jan. 2016Cambridge, United Kingdom• Design, deploy, test and troubleshoot new Digital Safe installations • Enable the integration of new applications to the production environment • Apply advanced technical and business knowledge (e.g. database, virtualization, Java, networking) to solve application issues that are critical or high-risk. • Work with clients to integrate technical knowledge and business understanding to create superior solutions for HP and for customers. • Proactively and reactively look for solutions to prevent problems from occurring • Analysis of data and trends to define changes to increase application reliability, reduce maintenance costs • Provide continual improvement recommendations/direction setting and advice within work team • Review, implement, and verify changes/solutions of high complexity and risk to meet customer needs. May participate in a Change Advisory Board. • Manage internal automation and improvement projects. • System, User, Business requirements gathering and assessment. • Take the lead in the solution implementation and delivery. • Manage project plan. Technologies used: Virtualization (Xen, KVM), Databases (SQL,DB2.MSQL), Sys Admin/Eng (Red Hat, Windows Server), Programing/Scripting(Perl,Python, Java)

DellTest Staff Engineer - ESG, Storage & Modular systems

May. 2013 - May. 2015Lodz, Lodz District, PolandImplementation of global product test strategy; Development and implementation of test scripts to local environment (local patches); Managing test level and cycle time according to metrics; Testing and deploying diagnostic scripts to production; Design, development and implementation of cost-effective methods to test and troubleshoot systems and equipment; Preparation of test and diagnostic programs, and complete factory test specifications and procedures for new products; Provide factory test support for new and existing products (escalations/fails); Drive test optimization projects; Maintain all test storage LOB Infrastructure; Project Coordination/Leading/Management within engineering department projects;

Fujitsu Technology SolutionsProduct Support Engineer

Mar. 2012 - Apr. 2013Lodz, Lodz District, Poland• Technical/guidance support for IT Consultants, • Technical/guidance support for On-site Engineers • Training creation and delivery • Knowledge base maintenance(updating/uploading articles) • Performance evaluation of IT consultants • Manage and own sev1 and sev2 issues out of office hours

Fujitsu Technology SolutionsIT Consultant

Feb. 2011 - Apr. 2012Lodz, Poland