Luiz Maia

Experience

• 

  Dell

  Jul 2013 - Feb 2015

  - Answering inbound calls and chat sessions from Dell ProSupport customers.- Desktops, laptops and tablets hardware and software troubleshooting.- Ownership of the customer service request until the confirmation of the issue resolution - Answering inbound calls from Dell ProSupport customers.- Desktops, laptops and tablets hardware and software troubleshooting.- Ownership of the customer service request until the confirmation of the issue resolution.- Help teammates on case management, following up on the status with the customer.

  • Client Tech Support Associate

    Jun 2014 - Feb 2015

  • Tech Support Analyst - Client ProSupport (Intern)

    Jul 2013 - May 2014
• 

  Atlassian

  Mar 2015 - Jan 2016

  Support Engineer

  - Support worldwide customers, working on support tickets and phone calls for Confluence andCrowd, Atlassian Java based softwares for team collaboration, knowledge sharing and single sign ­on authentication.- Support different environments, running Windows and Linux based operating systems, andDatabases such as MySQL, Oracle, SQL Server and PostgreSQL.- Analyse application logs, thread dumps and HAR files.- Report bugs for the development team and create knowledge articles for known solutions. Show less

• 

  SAP

  Jan 2016 - now

  As a Solution Area Lead for the Intelligent Spend and Business Network solution area within the Digital practice team I've been responsible for driving the engagement model for the Digital Customer Success Managers, leading a territory of over 140 customers in the LAC region. My duties included:- Orchestrating the activities and relationship management of Digital Customer Success Managers (D-CSM) with their customers- Establishing relationships with stakeholders in the solution area- Preparing and presenting Quarterly Business Review of the ISBN solution area in LAC- Monitoring adoption, consumption, and satisfaction of ISBN customers- Avoiding churn by developing adoption projects for customers and driving the D-CSM efforts for accounts at risk Show less Client Delivery Manager working with SAP Enterprise Cloud Services customers- Primary point of contact for SAP HANA Enterprise Cloud customers. Responsible for guiding customers since the onboarding, system implementation project, production go-live, and operation phases.- Responsible for managing the customer contract, ensuring SLAs contractually agreed are being met.- Monitor and recommend landscape maintenance activities, such as application upgrades and security patches implementation, following up with the customer, and leading the technical team responsible for the activities.- Host weekly meetings with the customers to discuss operation status and open issues.- Guide customers into innovation roadmaps.- Ensure rapid adoption and enablement of solutions.- Present Monthly Reports.- Responsible for identifying upsell opportunities and engaging the commercial teams.- Report Weekly Customer Executive Summaries to upper management. Show less

  • Support Team Manager

    Apr 2025 - now

  • Customer Success Manager Senior Advisor

    Nov 2022 - Apr 2025

  • Client Delivery Manager

    Jul 2018 - Nov 2022

  • Support Consultant

    Jan 2016 - Jun 2018