Ana Clara Goll Email & Phone Number

São Paulo, Brazil

Leadership and oversight of the Customer Success team:- Restructuring the High Customer Journey with all stages (onboarding, adoption, ongoing, QBR, renewal, and expansion).- Implementation of Hubpost with new processes.- Separation of scope between CS and Support.- Implementation of goals and commission structures.- Customer segmentation and a new service model.- 1:1 meetings, Individual Development Plans (IDPs), roleplays, and team development.- Monitoring the OKRs and KPIs for the department (Net Revenue Churn, Logo Churn, NPS, CSAT, LTV, etc.).- Presentation of results to the company.- Collaboration with the product team, providing insights for roadmap development.Results:- Over 50% growth in ARR (Annual Recurring Revenue).- The department transitioned from a high churn rate to achieving its goals, with 100% retention and a 15% expansion

Professional responsible for managing a B2B client portfolio (High and Mid Touch) in SaaS, with the main activities including:- Guiding the client through the entire journey (kick-off, onboarding, adoption, ongoing, QBR, renewal, and up/cross-sell), while monitoring metrics and KPIs.- Providing insights and a strategic plan to ensure platform usage is adaptable to the client's requirements.- Defining, monitoring, and ensuring the achievement of milestones with clients.- Crisis and expectation management.- Conducting renewal, cross-sell, and up-sell negotiations.Results:- Expansion of the portfolio by +10% in ARR (Annual Recurring Revenue).

Professional responsible for sales and customer relations in an education sector startup, with key activities including:- Contributing to the mapping and restructuring of departmental processes.- Mapping and analyzing metrics such as NPS, Churn, and CSAT using platforms like Tracksale and Typeform, to develop reports for improved managerial decision-making.- Strategically planning billing procedures to prevent defaults and renegotiate debts.- Compiling relevant customer data/feedback to present to the internal team.- Providing multichannel customer service (Freshdesk, Whatsapp Business, Email, and Phone), identifying issues, offering guidance, and devising personalized solutions that enhance customer experience and engagement.Results- I designed a new NPS survey for the Financial Intelligence course that resulted in higher response rates and extraction of more strategic information regarding customer loyalty. - I increased the monthly recovery of debts from customers in the "Twin English" course by 40% and in the "Financial Intelligence" course by 60% through new communication strategies.

Responsible for B2C sales of the Financial Intelligence, English Yourself, and BiEnglish courses during their launches.- Result: I was the consultant with the highest number of sales three times.

I supported the Brazilian team of Nexus Global organization as a PMO, focusing on relationship management within the network. My responsibilities included:- Assisting in defining the scope of the deforestation combating project in the Amazon;- Identifying opportunities and partnerships for the project;- Organizing project flow (deliverables, deadlines, responsibilities) using Google tools;- Managing communications with national and international strategic partners;- Conducting research, benchmarks, and systematizing findings into reports;- Creating a strategic summary for fundraising and a pitch deck using Canva and PowerPoint tools;- Developing stakeholder mapping involving over 150 entities and analyzing the obtained data;- Diagnosing the network and creating engagement strategies for members.- Compiling a curated Newsletter.Results: - My primary challenge was to structure and organize the project, which was in its initial phase. Through Google Sheets, I managed to map and organize the flow of activities, responsibilities, and deadlines, enabling the project to gain momentum

São Paulo, Brasil

Lawyer specializing in human rights, criminal law, and civil law. Responsible for monitoring legal proceedings, managing deadlines, staying updated on the latest jurisprudence from Higher Courts, devising the best strategies and arguments for each case, representing clients in hearings, delivering oral arguments in the Court of Justice, and drafting legal documents.

Rio De Janeiro E Região, Brasil

Work at the Penitentiary System Unit (NUSPEN-DPE/RJ) in the field of criminal execution, as part of a team responsible for providing legal assistance to beneficiaries in four correctional facilities. Responsible for drafting legal documents and administrative defenses, monitoring legal proceedings, conducting doctrinal and jurisprudential research, generating reports, and providing public assistance.

Rio De Janeiro E Região, Brasil

Working in the field of tax law, with a focus on tax executions and appeals, drafting legal documents, monitoring legal proceedings, conducting doctrinal and jurisprudential research, analyzing cases, and strategizing with a focus on the Superior Court of Justice (STJ) and the Supreme Federal Court (STF).

Rio De Janeiro E Região, Brasil

Work in civil and social security law. As an intern, I was responsible for drafting legal documents, conducting jurisprudential and doctrinal research, monitoring legal proceedings, and providing public assistance. In this role, I identified the issues or requests of the individuals assisted, recognized the relevant legal matters, and directed them to the responsible Public Defender to initiate the judicial process.

Gestão Estratégica De Negócios, Business/Commerce, General

Um programa executivo ministrado pela ISCTE Executive Education, Escola de Negócios de formação de executivos associada ao Instituto.

Graduated In Law

Graduated with academic honors Cum Laude

Pós-Graduação Lato Sensu - Especialização, Direito Penal E Processual Penal

Research and thesis dedicated to the topic of mass incarceration in Brazil and the custody hearing