Vítor Coelho

Experience

• 

  NEEM FEUP

  Sept 2018 - Jul 2019

  Mentor

  Mentor of five new students to FEUP with the goal of helping their integration.

• 

  BEST Porto

  Sept 2018 - Jun 2020

  Member

  FundRaising Team Member for the BEST Porto events: CareerCraft´19 and SciTeCh´19.

• 

  EVAC, SA

  Jul 2019 - Jul 2019

  Summer Intership

  - Support to the production department.- Analysis of the productive process.- Presentation of improvement proposals.

• 

  EVAC, SA

  Feb 2020 - Jun 2020

  Master Thesis

  Thesis: "Design of a production control system for an air handling units industry"- Study of the production process: Analysis of each workstation and the flow of material and information along the entire value chain.- Identification of wastes. Presentation of improvements for the internal value chain: Design of a new layout for the factory; Study of new operation mode for each workstation (the results achieved with the implementation were predicted).- Design of the production control system with an indication of the goal and features it should have.- Analysis, evaluation and comparison of the solutions available on the market. Show less

• 

  EVAC, SA

  Sept 2020 - Apr 2022

  PM for the implementation of a production management software.- Requirement gathering.- Procurement of the most suitable softwares on the market and acquisition of the selected one.- Implementation design. Designer of tailor-made ventilation and air conditioning equipment.- Design and develop of air handling units.- Study, design and 3D printing of new parts for the units. Production Manager in the air handling units industry.- Adoption of lean methodologies and techniques for production improvements.- Software development in collaboration with the IT department with the goal of increasing production efficiency through process automation.

  • Project Manager

    Jan 2022 - Apr 2022

  • Mechanical Engineer

    Mar 2021 - Dec 2021

  • Production Manager

    Sept 2020 - Feb 2021
• 

  ViGIE Solutions

  Jul 2022 - Sept 2023

  Customer Success Manager

  CSM in a SaaS healthcare platform with a solution for monitoring environmental conditions and managing equipment maintenance.- Implementation of the Customer Success Management (CSM) methodologies, processes and tools.- Management of an enterprise clients portfolio, including customers from Portugal, Spain and United Kingdom.- Analysis of customer data to improve customer experience.- Handling and resolution of customers requests and complaints.- Aid in product design and development.- Development of the product knowledge base.- Product demonstrations and customer training.- Identification of sales opportunities through cross-selling and upselling. Show less

• 

  Vaibe

  Oct 2023 - now

  Customer Success Manager

  CSM in a SaaS gamification product that gamifies any data-driven success KPI influenced by human behavior.- Definition and implementation of the end-to-end customer and partner journey, including onboarding, ramp-up and ongoing phases. Development of standard procedures for each step: guidelines, scripts, templates and videos.- Management of enterprise customers and partners from US and EMEA: onboarding (kick-off, account setup, training sessions), support, escalation and issue resolution, data driven check-ins and quarterly business reviews.- Definition of the customer and partner strategy and success plan based on their specific goals. Implementation and tracking of product success metrics, KPIs and health scores.Management of renewal processes and identification of new opportunities, collaborating with the sales team. - Cross-functional collaboration with product and engineering teams to align on customer needs and manage requests.- Research, implementation and configuration of a customer service tool, including the creation of help center articles.- Project management of add-on projects with customers to ensure timely and effective delivery.Implementation of a product newsletter to keep customers updated on new features and improvements.- Definition and implementation of a customer advocacy program. Show less