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Work Background
JamesEditionCustomer Success Manager
Feb. 2025JamesEdition is the world’s largest luxury marketplace to service the needs of High-Net-Worth Individuals (HNWIs) in life's most valuable personal transactions. As a Customer Success Manager, I own the post-sales lifecycle for a portfolio of high-end real estate clients across international markets. I lead onboarding, performance reporting, and retention strategies tailored to luxury agencies, ensuring long-term satisfaction and measurable results. I collaborate closely with Sales, Product, and Marketing to execute success campaigns and relay client insights that shape product roadmap decisions. I’ve built workflows to track customer health and proactively mitigate churn, and I regularly deliver data-driven business reviews that strengthen engagement, renewals, and client outcomes.JamesEdition is the world’s largest luxury marketplace to service the needs of High-Net-Worth Individuals (HNWIs) in life's most valuable personal transactions. As a Customer Success Manager, I own the post-sales lifecycle for a portfolio of high-end real estate clients across international markets. I lead onboarding, performance reporting, and retention strategies tailored to luxury agencies, ensuring long-term satisfaction and measurable results. I collaborate closely with Sales, Product, and Marketing to execute success campaigns and relay client insights that shape product roadmap decisions. I’ve built workflows to track customer health and proactively mitigate churn, and I regularly deliver data-driven business reviews that strengthen engagement, renewals, and client outcomes.
SCOOCS.coHead of Sales and Operations
Jun. 2023 - Feb. 2025RemoteAs Head of Sales & Operations at SCOOCS.co, I led the company’s commercial and customer success efforts, managing strategic accounts and contributing directly to revenue growth through upselling, renewals, and client expansion. I represented the company at global hybrid events across Europe, Australia, and Colombia, supporting clients on-site to ensure seamless execution and long-term satisfaction. I played a key role in product strategy, acting as a decision-maker for the features roadmap in close collaboration with the engineering team. Internally, I coordinated and supported cross-functional teams across marketing, design, product, and support, aligning operational execution with company goals. I also worked directly with the CEO as a strategic advisor, helping define priorities, optimize internal processes, and scale a high-performance team in a fast-paced environment.
SCOOCS.coKey Account Manager
Sep. 2021 - May. 2023Lisbon, PortugalI managed a portfolio of key accounts across sectors such as corporate, academic, and government, ensuring long-term satisfaction and retention. I served as the main point of contact for clients, providing hands-on customer support and product guidance before, during, and after event delivery. Alongside account responsibilities, I worked closely with the product and engineering teams to relay client feedback and test new features, contributing to roadmap development and QA. I also supported marketing and operations initiatives, helping to streamline processes and align internal teams with customer needs. This role helped bridge customer-facing work with internal execution, setting the foundation for my later leadership in strategy, product alignment, and cross-department collaboration.
SCOOCS.coAccount Manager
Apr. 2021 - Sep. 2021Lisbon, PortugalActing as Account Manager and Customer Success Manager, I have achieved a great success rate in closing deals with potential clients through compelling product demonstrations. My proactive approach to account management has ensured high levels of customer satisfaction and successful outcomes, fostering long-term relationships. Leading strategic outreach campaigns, that significantly boosted customer engagement and drove sales growth. My role also involved providing comprehensive support for live events, ensuring smooth execution and positive customer experiences. In addition to these responsibilities, I developed and implemented efficient daily tasks and processes to streamline operations and support the business team effectively.
SCOOCS.coBusiness Developer
Dec. 2020 - Mar. 2021Lisbon, PortugalAs an early-stage Business Developer at SCOOCS, I helped shape the company’s initial growth by launching and executing outreach campaigns that generated our first wave of engaged users. I took ownership of building a self-serve video-based help center to improve onboarding and support, which significantly enhanced user experience and reduced support overhead. I conducted product demos to communicate value clearly and drive conversions, while also delivering hands-on customer support to address inquiries with speed and empathy. I worked cross-functionally with the business and product teams to support day-to-day operations, improve internal workflows, and ensure we stayed aligned on priorities during a fast-paced build phase.
LanguageLine SolutionsPortuguese Interpreter
Sep. 2019 - Dec. 2020Lisboa e Região, PortugalAs a Portuguese–English Interpreter at LanguageLine Solutions, I delivered real-time, remote interpretation in high-stakes environments including healthcare, legal proceedings, emergency services, and customer support. The role required complete accuracy, cultural sensitivity, and strict confidentiality while facilitating communication between professionals and limited-English speakers. I frequently navigated emotionally charged and complex situations, such as medical diagnoses, legal testimony, or crisis response, remaining composed, empathetic, and neutral at all times. This work demanded a high level of concentration, resilience, and the ability to support vulnerable individuals through critical conversations without compromising clarity or impartiality.
Optylon GroupTutora de Português
Jun. 2017 - Sep. 2017LisboaAs a Portuguese Tutor for French professionals based in Lisbon, I designed and delivered customized language lessons focused on business communication, everyday conversation, and cultural fluency. My approach combined structured grammar instruction with real-life context, helping professionals build confidence in speaking, listening, and integrating into Portuguese life and work environments. I adapted each session to the learners’ goals and industries, ensuring relevant, practical outcomes while fostering a supportive and engaging learning environment.
Faculdade de Direito da Universidade de LisboaColaborador Gabinete de Erasmus
May. 2016 - Apr. 2017Lisboa, Lisboa, Portugal
Escola Básica 1 de TelheirasProfessor Substituto
Mar. 2016 - Jun. 2016Lisboa, Lisboa, PortugalAulas de Inglês, em sede de actividades extracurriculares (AECs)
Escola Secundária Marques CastilhoPresidente da Associação de Estudantes
Sep. 2013 - Jul. 2014Águeda, Aveiro, Portugal
Escola Secundária Marques de CastilhoMembro do Conselho Geral
Sep. 2012 - Jul. 2014Águeda, Aveiro, PortugalRepresentante Efectivo dos Alunos
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