Experience

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  Festival de curitiba

  Mar 2010 - Mar 2019

  Account manager

  Main activities: responsible for serving as the main point of contact in all matters related to client concerns and needs, building and strengthening client relationships to achieve long-term partnerships. Maintain accurate client records, keeping track of any contract updates and renewals and also working with sales and other internal teams to develop strategic marketing plans and ensure KPIs are being met

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  Grupo delírio de teatro

  Jan 2012 - Nov 2013

  Executive producer

  Grupo Delírio gained the cultural industry with national and international awarded plays, becoming one of the most responsible for the cultural promotion in Brazil. I was responsible for:• Create and develop cultural projects concepts;• Projects and festivals production and closure;• Social media manager;• Financial resources;• Event planning;• Marketing planning;• Managing the budget and account;

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  Biblioteca pública do paraná

  Nov 2013 - Nov 2015

  Project manager intern

  Planning cultural projects, events and pedagogical activities focused on social development.

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  Cia café preto

  Feb 2014 - Apr 2019

  Account manager

  Main activities: responsible for developing strong relationships with 20+ customers, connecting with key business executives and stakeholders and preparing sales reports. Answer client queries and identify new business opportunities among existing customers. Also responsible for cross-functional internal team relationships to improve the entire customer experience.

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  Docplanner

  May 2019 - Aug 2021

  Main activities: responsible for managing and guiding Enterprise customers (+ ARRUSD 100k) in my portfolio, ensuring they are driving business value from Docplanner continually. Helping customers achieve their main CX KPI's with trusted and strategic advisory. Driving commercial and technical success and making sure customers have the resources they need. Ensuring customers are getting the ROI out of the Docplanner platform. Maintaining product expertise across the Docplanner product line. Producing high quality decks to showcase customer growth, trends, and product/ industry maturity. Responding to high profile, high-impact customer issues inspiring customer loyalty. Coaching new Customer Success team members Responsabilities • Develop an in-depth analytical understanding of the customers' challenges, opportunities, and our product, then act as the customers’ consultant to achieve customer success • Get in touch with the customers in optimal frequency, gather feedback, understand their new challenges, communicate ROI and encourage deeper feature adoption to answer their needs • Partner with customer-facing account teams and executives to develop strategic and technical plans that help customers achieve their business objectives • Proactively identify upsell opportunities within the assigned customer portfolio and include them in the engagement plan of the customers • Partner with customers to identify success services that will accelerate their time to value, and develop plans to implement these services, including the tracking of objectives, stakeholders, milestones, risks and metrics • Gather structured, data-driven insight on our customers, and provide intelligence to the product team Show less Main activities: responsible for managing and guiding customers in my portfolio, ensuring they are driving business value from Zendesk continually. As a Customer Success Consultant, I develop relationships with customers, understand their main goals and strategies, and help them to build a success plan. I'm also responsible for running business reviews with customers and presenting our roadmap. I collaboratively work with my peers, especially in Customer Success, Sales, Support, and Product, advocating on behalf of customers and making sure their feedback reaches the right teams.Responsabilities:• Understand customer needs and deliver effective solutions ;• Portfolio management for upselling;• Introducing new product launches and maintenance for portfolio customers;• Identify and report process errors;• Ensure proper onboarding of customers and their satisfaction;• Maintain relationship and frequent contact with client base;• Focus on the full satisfaction of all the company's customers, providing them with a high quality service experience; Show less

  • Specialist Customer Success Executive

    Apr 2021 - Aug 2021

  • Senior Customer Success Executive

    Oct 2019 - Apr 2021

  • Senior Customer Success Manager

    May 2019 - Oct 2019
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  Zendesk

  Aug 2021 - Oct 2024

  Customer solutions manager

  Main activities: responsible for managing a portfolio of customers demonstrating ongoing value to minimize churn contraction and developing business value, being directly responsible for $10M+ ARR revenue. Collaborate in establishing world-class customer service policies, processes and standards. Providing business consultation, capturing business problems and technical guidance in order to meet and exceed expectations. As a Customer Solution Manager, I'm positioned as a trusted advisor to strategic customers, responsible for building and maintaining lasting positive relationships with multiple senior customer contacts (including CxO level); helping customers to build their customer experience strategies, and driving business value. I also help and mentor new members of the Managed Services team, and collaboratively work with other teams within Zendesk, such as Product, Support and Sales.Responsibilities:• Manage a portfolio of Managed Services customers, demonstrating ongoing value to minimize churn and contraction across your book of business• Manage a backlog of work for your customer portfolio, scoping and prioritizing tasks within the hours available• Guide and educate your customers to give them proactive assistance as they maintain and optimize their Zendesk products• Delegate customer requests to colleagues globally while maintaining accountability for quality and timeliness of work• Collaborate in establishing world-class customer service policies, processes and standards• Provide business consultation for customers, capture the business problem we are solving together, and configure their Zendesk in order to meet and exceed expectations• Respond to high-profile, high-impact customer escalations in a fashion that inspires confidence and continued customer loyalty• Ability to estimate effort for customer requests and ensure deadlines are met Show less

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  Salesforce

  Oct 2024 - now

  Customer success manager