Marco Monteiro Email and Phone Number

• Scaled a project in Southeast Asia from a 200-subscription POC to over 3,500 subscriptions, securing the company’s largest deal and delivering the first fully remote service despite COVID restrictions.• Successfully entered the South American market, securing 900+ subscriptions from one of Brazil’s largest customers.• Achieved a 40% improvement in customer satisfaction over 16 months (Sep 2021 – Jan 2023).• Led ISO 9001 certification, established processes and workflows for Customer Success and Professional Services.• Built and managed Customer Success and Professional Services teams.• Drove a 320% increase in subscriptions over five years.• Implemented CRM systems and developed a full suite of onboarding tutorials, Knowledge Base, Ticket Portal, newsletters, training programs, and marketing materials to drive product adoption.• Developed comprehensive customer success metrics and user analytics, resulting in actionable insights that drove strategic initiatives and customer retention.• Scaled global field support with key service partners across Europe, Asia, and South America.

• Coordinated collaborations between regional service partners and the engineering teams at Mercedes-Benz headquarters in Germany, Spain, Brazil, Hong Kong, Taiwan, Thailand, Malaysia, Indonesia, and India.• Secured the upsell of 60 Euro 6 vehicles in Hong Kong by implementing strategic initiatives to meet local emission requirements.• Developed market recovery and risk mitigation strategies for customer service in the region.

• Achieved multimillion-euro savings on warranty and goodwill budgets in Saudi Arabia and South Africa through precisely developed service campaigns and technical field solutions.• Analyzed Service Network KPIs and defined actionable steps to enhance customer service activities.• Served as the primary contact for key customers and the service network.

• Conducted technical and commercial product training for service partners.• Managed customer complaints effectively, creating detailed incident reports for Engineering and Quality teams.• Enhanced dealer service operational efficiency through hands-on coaching and innovative training initiatives.

• Delivered on-site customer service support across 29 countries in Latin America, ensuring streamlined operations and exceptional service quality.• Conducted on-site analysis and troubleshooting, implementing localized field solutions for optimal issue resolution.• Participated in interviews with regional automotive magazines and presented at local customer service events organized by general distributors.

• Distinguished engine overhaul technician, certified four times by the Mercedes-Benz Center of Competence for Latin America as an Automotive Diagnostic Specialist.• Supported Quality and Warranty teams with thorough reports on product technical investigation• Pioneered the development of a unique prototype harness/engine controller and diagnostic tool utilized within the passenger cars engine bench test department at Mercedes-Benz