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Work Background
SupersideCustomer Success Manager
Apr. 2024RemoteSince 2024, I have taken an active role in enhancing customer satisfaction, renewals, and expansions for a diverse portfolio at Superside. My responsibilities include managing the entire post-sales relationship lifecycle—from onboarding and product training to user adoption and quarterly business reviews. I ensure the health of all accounts by monitoring key metrics and proactively identifying potential churn risks. In collaboration with the Superside creative project delivery team, I strive to deliver the best possible customer experience. I manage customer escalations to drive resolution internally with stakeholders and guide customers with proactive solutions to enhance the value of their Superside subscription. Additionally, I am involved in continuous improvement efforts, offering suggestions to update internal processes and implement best practices that support the evolving customer success strategy. I also work closely with Operations, Marketing, and Product teams to ensure our strategies align with our desired business objectives. Through my commitment to excellence, I utilize key skills such as strategic planning, effective communication, empathy, problem-solving, and data-driven decision-making not to only meet but exceed customer expectations.
OrpenSenior Head of Customer Success
Aug. 2023 - Apr. 2024Porto Alegre, Rio Grande do Sul, BrasilI took the lead in establishing and managing the Customer Success area at Orpen, focusing on process innovation and implementing customer engagement and retention strategies. I set essential operational guidelines and led the CS team, raising the standards of customer service and support, crucial for maximizing the customer journey and ensuring positive experiences. As Head of Customer Success, I structured the department from the ground up, establishing practices aligned with customer needs and expectations. I was responsible for recruiting and training a team of customer success specialists, focused on optimizing Customer Lifecycle Management and continuously improving Customer Health Score metrics. I spearheaded the implementation of CRM systems and data analysis tools, essential for effectively monitoring customer satisfaction and executing personalized Customer Engagement strategies. I closely monitored customer feedback, collaborating with product teams to implement improvements, significantly increasing the effectiveness and relevance of the products in the market. Additionally, I managed key customer portfolios, developing Customer Retention strategies to reduce churn and expand contracts. The practices I introduced under my leadership directly contributed to the improvement of Customer Satisfaction indices and the sustainable growth of the company.
Zyte (formerly Scrapinghub)Customer Success Manager (North America, South America and the Caribbean)
Nov. 2021 - Jun. 2022Collaborated with the team working on the targeted public in the Americas. Participated in team building activities to improve working relationships. Worked with the identification and solution of issues and queries, analyzing data and creating successful strategies. Managed successful negotiations of long-term contract renewals in my portfolio of customers, retaining and increasing revenue. My performance was focused on a profile of clients on a high tier with MRR of up to USD 2MM.
ZENVIACustomer Success Manager (Latin America)
Apr. 2021 - Nov. 2021I was responsible for the Customer Success operation in Latin America. I acted as the main point of contact for customers, providing strategic follow-up and resolving issues. Monitored customer feedback on the product so that together with the relevant teams possible to analyze and apply changes to the product. I also managed a portfolio of customers with notable logos of regional performance with the focus of action on reducing churn, expanding contracts and maintaining satisfaction metrics at high levels. In addition, I was one of the ambassadors of diversity in internal events having the opportunity to share trainings on mental health LGBTQIA+ in the workplace.
StarGridHead of Customer Success
Sep. 2020 - Apr. 2021Responsible for creating the Customer Success area from scratch. I designed processes, strategy and objectives to act in the relationship operation of the customer portfolio with a focus on retention and revenue growth. I led the team in the success and support area, from hiring, development, training and managing of people. I was a Culture and Diversity advocate, being responsible for training all teams on D&I across the employee journey.
VoxyDiversity and Inclusion Leader
Oct. 2019 - Jun. 2020Trained all teams on D&I throughout the employee journey. Created and led "WE@VOXY", a diversity and inclusion ERG that worked collectively to promote a environment of belonging and a healthy workspace. Articulated with the C-Level Leadership team and internal communications to develop an engaging and inspirational communications strategy about inclusion and diversity. Developed and implemented initiatives based on inclusion and diversity good practices using project management agile methodologies. Collaborated in the development of program materials to promote awareness of inclusion and diversity, learning and action planning. Contributed with perspective, insights, and knowledge to stakeholders throughout the organization as a subject matter expert. Worked in partnership with managers of the global team to create and produce solutions that would enable opportunities to candidates from underrepresented groups throughout the recruitment journey.
VoxyCustomer Success Operations and Support Representative
Nov. 2018 - Jun. 2020Worked together with my team to solve customer needs and optimize the experience throughout the customer journey. Collaborated in the update and creation of processes, monitoring of metrics and data analysis, and preparation of support materials for product training and education. Participated in cross-selling and up-selling processes to retain and generate revenue. Responded to high volume of tickets using communication skills to identify customer problems, needs and opportunities.
QI Faculdade & Escola TécnicaRegional Pedagogical Coordinator
Aug. 2017 - Mar. 2018Managed a pedagogical and sales team of more than 45 people throughout the state of Rio Grande do Sul, Brazil. Responsible for the strategic coordination of creating different written communications, reports and documents. Mentored students/clients in their career development, job search and application strategies, resume writing and interviewing skills. Collaborated with teachers and administrators on the program development. Created and applied standardized assessments to track skills, interests and characteristics of different students, collaborating with parents, teachers and social workers to solve problems and promote success in the educational process.
CNA IdiomasPadagogical Coordinator
Feb. 2017 - Aug. 2017Porto Alegre e Canoas, Rio Grande do Sul, Brasil
CNA IdiomasFranchise Supervisor
Jan. 2017 - Aug. 2017Porto Alegre, Rio Grande do Sul, Brasil
CNA IdiomasSales Manager
Feb. 2016 - Jan. 2017Pelotas Area, Brazil
CNA IdiomasEnglish and Spanish Teacher
Aug. 2013 - Aug. 2017Pelotas, Rio Grande do Sul, Brasil
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