Rodrigo Vasquez

Experience

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  Livraria Leitura

  Dec 1994 - Aug 2006

  Information Technology Coordinator

  Coordinated a multidisciplinary team at a retail Mega Store. Led the information technology department, coordinating the purchase, inventory, pricing and maintenance of the store front and rear management software. Coordinated the service to the entire internal team in terms of information technology, store front and pre-sales system, in addition to customer service and relationship. Managed the company's IT, telephony, software and hardware solutions, negotiations with reporting to the proprietary partners. People management, supplier contracts, purchase of IT supplies, inventory, backup and contingency of all IT solutions. He coordinated the entire computerization process of the company, from the analysis of several providers of integrated retail management solutions in the market, through the definition of the best solution, to the effective implementation and management of the post-implementation project for the entire chain of stores. Show less

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  Group Software Ltda

  Sept 2006 - Aug 2014

  B2C corporate business management, (Farmer and Hunter profiles) and management of technical processes such as project implementation and Field Service. Responsible for the growth results of the business branch, through KPIs such as Churn, sales volume, net addition of the portfolio and total business branch profitability. Management of commercial and technical teams, management of administrative processes, establishment of partnerships with entities and associations. People management, recruitment and selection of talents, management of ERP implementation projects, customer relationship, prospecting and commercial management (negotiation with customers). Transfer to GI Software, a company of the same economic group located in the Jardins district in SP. Customer portfolio growth of approximately 10% in 2014. Record sales achieved frequently leading the sales team. Historical sales record achieved by the São Paulo sales team in 2014. Show less Worked in the management of the Service Desk team, internal IT demands and training to the final customer. Responsible for the satisfaction of internal and external customers, management of SLA terms, management of KPIs as the number of services, retention of the active customer portfolio, reduction of IT costs, implementation of technology projects, among others. Management a technical support and infrastructure teams. People management, talent recruitment and retention, customer relationship. Experience with implementation of IT solutions, such as servers, database, data center, solution redundancy, backup, telephony technologies, etc. Structured the service desk department, with people management, total hiring autonomy, dismissals and talent retention. Supervised the implementation of the ITIL methodology in the service desk, through the training of the team and the Microsoft CRM Dynamics 4.0 tool. Results such as continuous improvement of service, reduction of SLA time and cost reduction, through the escalation of service levels and the implementation of voip phone solutions. Improved the productivity of the entire company, through the creation of a policy of rules and blocking access via Active Directory and Proxy implementation. Developed talents that reached strategic and even leadership positions. Show less

  • Branch Supervisor

    Jul 2012 - Aug 2014

  • Technical Support Supervisor

    Sept 2006 - Jun 2012
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  ARM Tecnologia em Informatica (Group Software)

  Sept 2014 - Feb 2016

  Executive Manager

  B2B and B2C corporate business management (Farmer and Hunter profiles) and management of technical processes such as project implementation, Service Desk and Field Service, customer relationship, administrative and people management. Transfer to ARM Tecnologia em Informática, a company of the same economic group located in Alphaville/SP, incorporated into the group through an M&A process. General practice in IT solutions with access management software, solution integration, Cloud, Servers, desktop, networks, access control and automation solutions, database and Microsoft solutions. Responsible for the growth of the results of the Alphaville business branch, through the management of KPI´s indicators such as Churn, MPS, sales volume, net addition of the portfolio, among others. Management of technical and commercial teams carried out the executive management of administrative processes, negotiating with suppliers, establishing partnerships with integrators, process management, strategic planning Paex, by Dom Cabral Foundation. Responsible for people management, fleet management, management of implementation projects, financial management, customer relationship, prospecting (Hunter) and B2B negotiation with current customers (Farmer Profile), business consultative management. In 2015, the team achieved a 34.15% growth over the same period last year, representing one of the best results ever delivered by the company's business branchs. Cost management was crucial, keeping the business branch profitable and with positive cash flow. Show less

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  Group Tech (Group Software)

  Feb 2016 - Apr 2017

  Executive Manager

  Management of B2B and B2C corporate businesses (Farmer and Hunter profiles) and management of technical processes for project implementation teams, Service Desk and Field Service. General practice in IT solutions with financial management software, ERP, Cloud solutions, server structure, desktop, networks, access control and automation solutions, GED, Printing Bureau, Database and Microsoft solutions. Responsible for the growth results of the business units, Alphaville, Jardins and Rio de Janeiro, through the management of KPI´s indicators such as Churn, MPS, project sales volume, net addition, among others. Executive management of administrative processes, suppliers, strategic partnerships with integrators, continuous process improvement, Paex strategic planning, with Dom Cabral Foundation. People Management, projects management, customer relationship, ombudsman. Management of people in business branchs, with autonomy to hiring and to dismiss, development, coaching and talent retention. Redesign of process with the objective of standardization and sharing of processes of the business branch with the other units and with the headquarters. Achievement of the historic sales record in December 2016 by the SP business branch, surpassing the record set in 2014. Show less

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  DIGITAL CONTROL (Group Software)

  Nov 2017 - Apr 2018

  Business Manager

  B2B and B2C corporate business management (Farmer and Hunter profiles), management of technical processes for project implementation teams and customer service. Generalist performance in IT solutions with access management projects with biometrics, IP CCTV, integration of solutions, servers, infrastructure, networks, database and Microsoft solutions. Structuring and managing the sales funnel (Pipeline) of the company's opportunities. Relationship Management with base customers, aiming the mediation Cros-Selling and Up-Sellling opportunities. Process management with suppliers, strategic partnerships with integrators, project management and implementation Show less

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  Linx

  Apr 2018 - Jun 2022

  Customer Success Manager Senior

  Acting as Customer Success Manager Senior directed to Key Account customers in the retail segment of a Shopping Mall in the clothing segment. Relationship with economic groups owning their own brands, franchisers and franchisees of renowned national and international fashion brands, working with the mapping of opportunities "White Space" within the portfolio Farmer profile, successful consultancy to the client, since the client's onboarding, detecting demands for growth, alignment of business expectations, mediating customer demands in various sectors of the company, continuous engagement and loyalty with the company. Knowledge of IT solutions in the Linx portfolio for the Brazilian retail universe, such as ERP software for retail commercial management, with front end and back end solutions, electronic invoices, TEF solutions, SAAS applications, e-commerce platform, promotion and loyalty management tools, BI, connectivity and mobility, acting in an integrated way with the objective of helping the growth of customers and contract renovation. Responsible for the growth results of the managed portfolio, through the management of KPI´s indicators such as Churn, NPS, growth of recurring revenue, through offers of Cross-Selling opportunities and expansion of stores within the brands of the portfolio. Responsible for establishing partnerships in corporate events and designing successful cases between clients and marketing, with the objective of proximity to the company and achieving the success of the clients business. Use of the Sense Data software to manage the relationship with the customers with a Customer Success vision. Show less

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  Stone

  Nov 2020 - Jun 2022

  Customer Success Manager Specialist

  Acting as Customer Success Manager Senior directed to Key Account customers in the retail segment of a Shopping Mall in the clothing segment. Relationship with economic groups owning their own brands, franchisers and franchisees of renowned national and international fashion brands, working with the mapping of opportunities "White Space" within the portfolio Farmer profile, successful consultancy to the client, since the client's onboarding, detecting demands for growth, alignment of business expectations, mediating customer demands in various sectors of the company, continuous engagement and loyalty with the company. Knowledge of IT solutions in the Linx portfolio for the Brazilian retail universe, such as ERP software for retail commercial management, with front end and back end solutions, electronic invoices, TEF solutions, SAAS applications, e-commerce platform, promotion and loyalty management tools, BI, connectivity and mobility, acting in an integrated way with the objective of helping the growth of customers and contract renovation. Responsible for the growth results of the managed portfolio, through the management of KPI´s indicators such as Churn, NPS, growth of recurring revenue, through offers of Cross-Selling opportunities and expansion of stores within the brands of the portfolio. Responsible for establishing partnerships in corporate events and designing successful cases between clients and marketing, with the objective of proximity to the company and achieving the success of the clients business. Use of the Sense Data software to manage the relationship with the customers with a Customer Success vision. Show less

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  Unico IDtech

  Jun 2022 - Jan 2024

  Customer Success Manager Senior

  • Atuei na Unico, empresa de tecnologia voltada a soluções de identificação, como Customer Success Manager atendendo clientes estratégicos “Development” para os segmentos financeiro e terceirização de serviços.• Responsável pelo relacionamento com clientes estratégicos, desde o onboarding até as renovações de contratos.• Mapeei as oportunidades de upsell e crossell através do incremento de volumes de consumo e novos produtos cross, com o contínuo mapeamento das dores e necessidades dentro da operação dos clientes.• Responsável pelo alinhamento de expectativas e acompanhamento dos atingimentos, mediação de demandas estratégicas dos clientes junto aos diversos setores da companhia, liderando salas de guerra e cenários de crise. • Conhecimento aprofundado nas soluções para oferecer as melhores tecnologias de identificação do mercado, atuando como consultor aos gestores decisores das áreas envolvidas dos clientes. • Participei de projetos cross, visando melhorias no uso de soluções e recursos, como Sales Force e a construção do Healthscore dos clientes, além do treinamento de novos colaboradores.RESULTADOS ALCANÇADOS: • Responsável pelo crescimento da carteira através de KPI´s como Churn, entregando em 2023 o resultado de Churn próximo a 0%, NPS, Runrate das volumetrias contratadas, trazendo um crescimento do consumo e do MRR de aproximadamente 163%, graças a ações de construção de Account Plans estratégicos, mapeando ações e planos de crescimento no curto, médio e longo prazo sendo apresentados por EBR´s e QBR´s, com o ROI, e evolução das soluções contratadas e utilizadas.• Conquistei o engajamento dos clientes junto ao consumo dos contratos, gerenciando-os e garantindo o consumo dos volumes contratados dentro da vigência e garantindo renovações dentro dos prazos e de forma consultiva. Construí relações transparentes e duradouras, buscando transformar nossos clientes em promotores da empresa viabilizando a construção de cases de sucesso para o mercado. Show less

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  Voxy

  Jun 2024 - now

  Customer Success Manager