Kevin Schwarz

Experience

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  Hospital Santa Virginia

  Jan 2016 - Jul 2016

  Psychology Intern

  Voluntary psychological care

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  PROMOVE Sao Camilo

  Aug 2016 - Dec 2016

  Psychology Intern

  Voluntary psychological care

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  Delivery Direto

  Jan 2017 - Aug 2019

  As the Coordinator of the new customer onboarding area, a critical segment in the customer journey,my focus was on managing a team of three analysts, overseeing their training and development toensure a high level of competency and performance for our clients.The team goal was to ensure that by providing a smooth onboarding experience, the post-salesservice not only meets but exceeds customer expectations, by bringing customers a financial returnwithin the initial three months of their contract.During this period I conducted analysis of service data, and had a deep dive into customer successmetrics, establishing a correlation between the minimum time required for return on investment andthe performance of the responsible team. Show less Area coordinator responsible for monitoring and guaranteeing monthly fee payments to customers. As it is a SAAS, one of the main goals of the company is to reduce bad debt and churn, these being the two main attributions of the area. The area works directly with the CS team, reflecting the performance of the other teams.● Data analysis of performance metrics of the team, with the objective of individually analyzing each employee, analyzing the number of attempts at contact and the effectiveness of credit recoveries.● Customer retention and termination negotiation; dealing with cases of contract cancellation, trying to clarify the benefits that the service could deliver to the customer.● Collection of customer feedback, in order to redirect the other areas of CS to serve the customer in the best possible way.● Management, training and development of three interns. Show less

  • Client Onboarding Coordinator

    Dec 2017 - Aug 2019

  • Accounts Receivable Coordinator

    Dec 2017 - Aug 2019

  • Accounts Receivable Intern

    Jan 2017 - Nov 2017
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  Gupy

  Aug 2019 - Dec 2021

  After a few years as a Senior Success Manager, I became the team lead in charge of training anddeveloping the internal team of Customer Success Managers, ensuring all colleagues were inalignment with the role expectations.The primary objective was to equip team members with the required knowledge and abilities basedon specific client segmentation needs and company goals. During this period, I successfully designedinternal training journeys based on various formats (webinars, video courses, text documents, tests,and seminars) and initiated a project to measure the current team scenario, identifying areas forimprovement and future training themes. Show less While managing business accounts ranging from up to 5000 employees, I had a primary focus onchange management and innovation in companies' recruitment processes. I guided new customersthrough the implementation, adoption, and roll-out phases of the ATS platform, playing a vital role inrestructuring recruitment processes and offering benchmarks and best practices in the HR market.My responsibilities encompass representing Gupy in building enduring customer relationships andcontributing to digital transformation projects within clients' HR departments. I adeptly customizedthe implementation of the Gupy platform to suit different customer profiles, employing strategiestailored to varying deployment needs. Show less

  • Customer Success Enablement Lead

    Oct 2021 - Dec 2021

  • Senior Customer Success Specialist

    Aug 2019 - Sept 2021
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  Ada Health

  Jan 2022 - Apr 2022

  Client Success Manager

  During my period with Ada, I managed to work with the recently created Success Management teamby guiding efforts to boost internal team capabilities and streamline processes. During this time Ideveloped and implemented SLA reports and the Onboarding journey, aiming to simplify operationalworkflows.I supported the creation of the client journey by creating materials, scripts, and key touchpoints forthe Onboarding, Adoption, and BAU stages. This approach aimed to enhance overall team efficiencyand client interaction. Show less

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  The Adecco Group

  May 2022 - now

  Global Success Manager

  Responsible for deploying internal products across Adecco's global branches, while serving as the main contact for local stakeholders; including training, adoption, and ensuring smooth day-to-day usage. With a focus on change management and digital transformation, I managed five different solutions for internal recruiters, marketers, and client-facing teams, deploying them across numerous countries. This approach is always backed up by creating tangible benefits, both in terms of cost and time savings, enhancing the daily operations of internal users.A key part of my role is collaborating closely with Product Managers, Product Owners, designers, anddevelopers to deliver solutions that meet user needs. Some of the actions are guiding users throughtesting stages, managing onboarding processes, conducting training sessions, facilitating adoptionmeetings, collecting and analyzing feedback, and prioritizing features. Show less