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Work Background
NP DigitalHead of Customer Success, Technology Division
Oct. 2024United States, Las VegasCurrently leading both Customer Success and Support teams for the technology division at NP Digital, focused on Ubersuggest and AnswerThePublic — SaaS platforms with hundreds of thousands of customers across all continents.
Responsible for global strategies around customer engagement, retention, revenue expansion, and customer experience, managing a full spectrum from tech-touch to high-touch models.
Leading cross-functional global teams with a strong focus on scalable CS and Support operations, churn reduction, B2B and B2C success, and close alignment with Product, Marketing, and Engineering.
Conta AzulHead of Partner Sales and Success
Jul. 2023 - Oct. 2024Joinville, BrazilLeading the teams responsible for partner sales and success, including acquisition, engagement, expansion, and retention. The team includes approximately 60 professionals such as leaders, Account Executives (AEs), Account Managers (AMs), Sales Development Representatives (SDRs), and Onboarding Specialists (ISMs). Responsible for managing the partner network, totaling over 10,000 accounting firms and financial BPOs. Developing the partner journey in close collaboration with Marketing and Product teams. Working closely with the Marketing team to create and execute campaigns aimed at attracting new partners and organizing specialized events. Developing and implementing sales strategies and methodologies in cooperation with the Enablement and Marketing teams.
Conta AzulHead of Revenue Operations
Apr. 2022 - Nov. 2023Work with customer success, sales, business operations, finance, product, marketing teams, and other stakeholders to share insights and centralize information in order to maximize revenue. Partner with leadership to strategize, operationalize, and analyze the impact of business initiatives.
Conta AzulChannel Coordinator
Nov. 2020 - Mar. 2022Joinville, Santa Catarina, BrasilEnabling Customers Success Managers on a daily basis so they can be more strategic to our partners, delivering the success they need on using our plataform and methodology, transforming their accounting offices to become fully digital.
Hostgator Latin AmericaHead of Customer Success
Jan. 2019 - Oct. 2020Florianópolis, BrazilResponsible for defining the Customer Success strategy to drive customer adoption and retention. I have built the department from the ground up, including hiring, training, and managing the team, while establishing processes and optimizing the customer journey. Utilizing data analysis, I continuously seek new opportunities to enhance customer retention.
RD StationCustomer Success Coordinator
May. 2016 - Dec. 2018Florinópolis, BrazilAs the Coordinator of the Customer Success team at RD Station, I lead strategic initiatives to ensure customer satisfaction, retention, and ongoing growth. My role extends beyond implementing effective Digital Marketing practices to fostering a customer-centric culture within the team. I am committed to optimizing the customer journey, identifying expansion opportunities, and collaborating across departments to deliver exceptional results. Additionally, I focus on the professional growth of team members, empowering them to provide proactive support and personalized solutions that drive our clients' success.
RD StationDigital Marketing Consultant
Jul. 2015 - Apr. 2016Florianópolis, BrazilAs a Digital Marketing Consultant, I provided strategic consultancy focused on business development for agencies and their clients. My activities included:
- Strategic digital marketing consultancy;
- Training in digital marketing methodology and strategic use of RD Station software;
- Development of specialized consultancies based on market needs;
- Implementation of inbound marketing to structure new services and enhance client success. My areas of expertise include:
- Inbound Marketing;
- Attraction of organic and paid traffic;
- Lead generation;
- Social media management;
- SEO;
- Lead nurturing;
- Marketing automation;
- Results analysis;
- Inbound Sales;
- Content marketing strategies.
A2C AgencyOperations Coordinator
Dec. 2014 - Jun. 2015Joinville, BrazilMy responsibilities include creating and tracking project plans, monitoring project status and work effort, collaborating with developers and IT teams to resolve website functionality issues, developing workflows with the Account Services team, managing daily schedules, training customers and employees, mitigating operational risks, reporting performance results, and planning operational capacity based on business volumes.
A2C AgencyBusiness Operations Analyst
Jul. 2013 - Dec. 2014Joinville, BrazilMy responsibilities included: - Planning activities based on team skills and availability;
- Managing the production team and preparing daily work schedules;
- Monitoring and guiding the agency's operational activities;
- Managing the training of customers and employees on the product and services;
- Coordinating actions to mitigate operational risks;
- Reporting and analyzing performance and results;
- Planning operational capacity based on business volumes;
- Guiding teams to achieve performance targets;
- Defining priorities and resolving operational issues;
- Overseeing contract administration.
A2C AgencyCustomer Service
Aug. 2010 - Jun. 2013Joinville e Região, BrasilMy key responsibilities included: - Managing the flow of internal demands, overseeing scope changes and deadlines;
- Reviewing the team's work to ensure quality and compliance;
- Participating in client meetings to understand their needs and desires;
- Creating clear and concise briefings for the production team;
- Maintaining strong and efficient client relationships;
- Translating client needs to the team, facilitating internal communication;
- Proactively resolving issues and disputes;
- Interfacing with all agency departments to ensure alignment and collaboration;
- Analyzing and sending detailed management reports;
- Monitoring the planning and execution of projects, ensuring timely and standard-compliant delivery.
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