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Work Background
TraiveProduct Operations Manager
Feb. 2024 - Jul. 2024São paulo, Brazil- Collect data and transform it into insights to support the product team in defining, prioritizing, and launching new features, always focusing on customer needs and aligning with the company's strategy. - Use tools such as Hotjar, Databricks, Datadog, Power BI, Swagger, and Appsmith to collect data, analyze metrics, and optimize workflows, ensuring greater efficiency and agility. - Work in collaboration with the Customer Success team to ensure correct prioritization to deliver value to customers at the right time. - Perform in-depth data analysis to identify opportunities for improvement and make strategic decisions based on data. - Optimize internal processes in search of transparency, performance, and organization. #ProductOperations #CustomerSuccess #AI #DataAnalytics #Startup #Innovation
TraiveSenior Customer Success Manager - CSM
Jul. 2022 - Feb. 2024São Paulo, Brasil- Manage the entire life cycle of enterprise customers that are manufacturers and large distribution networks of agricultural inputs such as Syngenta and FMC using the SaaS platform for credit risk analysis powered by artificial intelligence, delivering excellent activation, NPS, CSAT, and churn mitigation rates. - Strategic onboarding, understanding needs, and leading the project to success, from the success plan and implementation scope, through negotiations for integration with ERPs such as SAP, Siagri, and others, until the start of use of the solution. - Consultative and high-touch ongoing, carrying out follow-ups and Quarterly Business Reviews (QBR) with a focus on engagement, delivering achieved values, identifying adjustments, and defining new goals. - Active collaboration with Product Managers, providing points for improvement and insights into new features discovered in contact with users. - Survey cross-sell and upsell possibilities for the sales team and work together to increase the average customer ticket. - Participation in agribusiness events and fairs, welcoming customers and providing technical demonstrations of the product to prospects. #CustomerSuccess #Enterprise #Agribusiness #Finance #Onboarding #DataAnalysis #RelationshipManagement#AI#RiskAnalysis#AI
Compagno DigitalRemote consulting in customer service and process improvement.
Feb. 2021 - Aug. 2021São Paulo, Brazil- Conduct in-depth analysis of customer service processes, identifying bottlenecks and proposing solutions to improve efficiency and service quality, increasing customer satisfaction levels with after-sales service by 50% and boosting contract renewals by 35%. - Develop and implement strategies to improve the customer experience at all stages of the journey, from first contact to after-sales. - Implement training and tools to empower the customer service team and create a culture focused on customer satisfaction, strengthening Compagno's reputation as a company with excellence in customer service. #Consulting #CustomerExperience #ProcessOptimization #RealEstateInsurance #CustomerSuccess #Startup
ConstrumarketHead of Customer Success
Mar. 2006 - Jul. 2018São Paulo, Brazil- Building and leading a high-performance team of 25 employees, focused on exceptional results, implementing and structuring Customer Success strategies, reducing churn, and increasing satisfaction rates such as NPS and CSAT in the 3 SaaS software and the Content Portal focused on the construction sector. - Managing the complete customer lifecycle, from onboarding to customer expansion and loyalty. - Capturing and translating customer needs into innovative solutions. - Recruiting, training, and developing talent for the team's success. - Adopting new technologies to optimize customer service and experience. Actively contributing to the company's strategic planning. - Seeking new challenges to continue transforming businesses and building lasting relationships. - Reducing churn by 35% in the first year of implementing the Customer Success methodology, contributing to a 35% increase in revenue under the base, through upselling and cross-selling. #CustomerSuccess #Construtech #ProjectManagement #Leadership #Innovation #CivilConstruction #SaaS
ConstrumarketCustomer Support Supervisor
Oct. 2003 - Feb. 2006São Paulo, Brazil- Leading the user support team for 3 software applications for the construction market, and ensuring excellence in customer service at one of the largest Construtechs in Brazil. - Managing a team of 10 professionals, developing talent, and promoting high performance. - Providing high-quality technical support, solving problems, and ensuring customer satisfaction. - Coordinating the implementation of software and solutions, ensuring a positive user experience. - Identifying opportunities for improvement and implementing solutions to optimize processes. - Increasing customer satisfaction and reducing problem-solving time. - Building an engaged and motivated team capable of delivering exceptional results. #TechnicalSupport #Construtech #TeamManagement #CustomerService #ProblemSolving #InformationTechnology
ConstrumarketSalesman
Apr. 2002 - Sep. 2003São Paulo, Brazil- Performing consultative sales of SaaS software for construction companies, contractors, and engineering firms, identifying the specific needs of each client and offering customized solutions. - Creating long-lasting relationships with clients, based on trust and mutual understanding, building a solid client portfolio, and consolidating the company's position in the market. - Negotiating and closing high-value deals, using advanced techniques, contributing to sales growth, acquiring new clients, and increasing the average ticket. #ConsultativeSales #Construction #SaaS #Negotiation #CustomerRelationship
Saturno Tools FactoryTelemarketing Supervisor
Jul. 2001 - Apr. 2002São Paulo, Brazil- Leading a team of 7 employees, developing talents and ensuring high performance, generating and closing deals with the timber and metalworking industries throughout Brazil. - Optimizing telesales processes, increasing productivity, and generating more revenue. - Building an engaged team capable of delivering exceptional results. #Telesales #TeamManagement #Leadership #Sales #Industry #PeopleDevelopment
EMSMedical propagandist
May. 2000 - May. 2001São Bernardo dos Campos, Brazil- Performing strategic visits to doctors in the central region of São Paulo, building lasting relationships, and technically presenting EMS products - Sigma Pharma line. - Visiting pharmacies, promoting products, and ensuring the brand's presence at the point of sale. #MedicalAdvertiser #Pharmacist #Sales #Marketing #CustomerRelationship
AmbevSalesman
Dec. 1997 - Mar. 2000São Paulo, Brazil- Conducting consultative sales for small and medium-sized establishments, activating and maintaining merchandising, and ensuring the visibility of products in the beer, water, soft drinks, and iced tea lines. - Controlling stocks, optimizing the product mix, and removing unsuitable items. - Building lasting relationships with customers, ensuring loyalty and recommendation. #Sales #Merchandising #CustomerRelationship #CustomerService #Beverages #Retail
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