Pedro Sgobin

Experience

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  MAPData Tecnologia, Informática e Comércio LTDA

  Nov 2018 - May 2021

  Customer Management: Managed a portfolio of our top 20 accounts acting as a Consultant and helping customers achieve their goals in the IT industry:● Had weekly/biweekly syncs to address any pending or new topic;● Developed custom roadmaps for each customer;● Understood customer goals and use cases to tailor and architect a custom solution to be deployed;● Held Webinars to demonstrate solutions and products.Sales Support: Helped Sales close deals by taking part in every process of the sales cycle:● Held discovery calls with customers to understand their scenario;● Demo of solutions and products that fits into the customer use case;● Built quotes with the sales team since it needed technical requirements;● Follow up with the lead to understand if there are any pending questions or concerns blocking the process from moving forward.Improvement of Processes: Created processes for customer and support and success that would drastically reduce the average handle time of interactions by 30%:● Created a process for customer onboarding with automatic emails;● Created a no-code app to help in support tickets management;● Created a Power BI Dashboard to analyze all the support tickets, trends, analyze and measure improvements. Show less

  • Technical Customer Success Manager

    Apr 2020 - May 2021

  • Customer Support Specialist

    Nov 2018 - Apr 2020
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  Loja Autopodium

  May 2021 - Jul 2022

  Owner

  Founded a business from $1,000 and achieved $8,000 per month in recurring revenue;● eCommerce platform management and product management;● Marketing campaign analysis and optimization;● Upselling and Cross-selling a series of products that could fit in the automotive cleaner behavior of consumption;● Cash Flow and Finance management;● Warehouse management;● Supplier negotiation;● Customer Experience techniques to retain customers;● Used Power BI and Excel Sheets to manage all the operations. Show less

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  Blaze

  Aug 2022 - Apr 2023

  Customer Service Representative

  Customer Service: Helped customers solve their needs in the Biggest Online Cassino in the Brazilian Market.● Attend customers through digital channels in a timely manner;● Data changing requests;● Close minors accounts;● Close/open account requests;● KYC;● POP verification;● Met SLA and KPIs● Overall iGaming industry knowledge.

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  Talkdesk

  Apr 2023 - now

  Customer Success Manager

  Customer Management: Managed a portfolio of +150 accounts in the SMB segment mainly for US and EMEA, acting as a consultant and advisor to customers and helping out in the use cases on the Contact Center industry in a company ranked #8 on the Forbes SaaS Cloud list.● Analysis of usage data together with customers to come up with improvements and opportunities to sell new products;● Performance of Executive Business Reviews with the main stakeholders and decision-makers of the accounts;● Worked closely with the Sales team sourcing opportunities on existing accounts.Escalation Management: Managed high risk customers and ensured the process of resolution until de-escalation.● Acted as the main point of escalation with a project management approach streamlining the process of resolution through the most appropriate communication channel;● Addressed any topics with the appropriate teams, including but not limited to Accounts, Billing, Product and Support;● Escalated to upper management everytime de action needed was out of my scope.Renewal Management: Managed renewals of +150 accounts addressing any specific need and negotiating the best term.Improvement of Processes: Worked with the leadership team to improve the processes of our team:● Improvements to the workflow of our team;● Built a BI Dashboard using Zendesk tickets dataset;● Analysis of trends and KPIs for the team;● Custom automations using APIs and Microsoft Azure to fill out Zendesk forms. Show less