Bárbara Menezes Email and Phone Number

My role is 50% dedicated to Customer Success Ops & Strategy and 50% dedicated to a GTM (Go-to-Market)-Product Liaison program.CS Ops & Strategy (EMEA):• Trusted advisor of the Customer Success Leadership Team in Europe;• Support Customer Success Leaders in key strategic initiatives, analysis and QBRs (Quarterly Business Reviews);• Owner of end-to-end processes & programs; • Partner with members of the CS team to identify opportunities to improve efficiency;•… Show more My role is 50% dedicated to Customer Success Ops & Strategy and 50% dedicated to a GTM (Go-to-Market)-Product Liaison program.CS Ops & Strategy (EMEA):• Trusted advisor of the Customer Success Leadership Team in Europe;• Support Customer Success Leaders in key strategic initiatives, analysis and QBRs (Quarterly Business Reviews);• Owner of end-to-end processes & programs; • Partner with members of the CS team to identify opportunities to improve efficiency;• Territory planning for Customer Success Managers;• Management of CRM tools (Salesforce, Gainsight);• Manipulation of data, dashboards and reports in different tools (Salesforce, Gainsight, Excel, Google Sheets);• Training & enablement of CSMs and CSM Managers;GTM-Product Liaison (Global):• Development of an operational model/“Steer Committee” for Product and GTM teams (Sales, CX, Solutions Engineering).• Owner of the 'Voice of the Customer' program, which aims to increase awareness of critical feature requests and product trends;• Owner of the Enterprise feedback triage & risk escalation process ;• Responsible for building dashboards & reports in Salesforce and informing trends to the Product team;• Support GTM teams in writing and presenting business cases for particular features and feedback;• Training GTM and Product teams on key cross-functional processes and initiatives; Show less

• Management of a portfolio of +100 Enterprise customers (Nordics, Benelux, DACH, ROE, US);• Maximizing customer retention metrics;• Identify, track and improve the health status of each customer;• Effectively guide customers towards their desired outcome by using product expertise;• Ensure product adoption by onboarding new customers and new teams;• Development of best practices for new customer onboarding and customer growth/renewal to ensure ongoing customer success.

• Shaped the vision & strategy of the team;• Coached & managed 4 Leads and 1 Individual Contributor;• Grew the CS team from 10 to 40 people in 1 year;• Manipulated data to get insights into trends and team’s performance;• Led successful projects including creating the Onboarding Program for CS, Redesign of IVR (Interactive Voice Response), Implementation of CRM tools (Zendesk, Stilingue and Delighted);• Partnered with Product, Tech & Process Hacking teams on the 'Voice of… Show more • Shaped the vision & strategy of the team;• Coached & managed 4 Leads and 1 Individual Contributor;• Grew the CS team from 10 to 40 people in 1 year;• Manipulated data to get insights into trends and team’s performance;• Led successful projects including creating the Onboarding Program for CS, Redesign of IVR (Interactive Voice Response), Implementation of CRM tools (Zendesk, Stilingue and Delighted);• Partnered with Product, Tech & Process Hacking teams on the 'Voice of the Customer' program. Show less

• Hired, managed and coached a team of 10 Individual Contributors to create a culture to deliver the highest standards of customer experience;• Participated in key strategic decisions as part of the CS leadership team;• Identified and implemented improvements to communications, processes and use of internal systems.

• 140% YoY growth of the Beverage portfolio;• Collaborate with advertisers to understand their KPIs, recommending Twitter’s best products & solutions;• Resolving campaign issues in a timely and productive manner, identifying and implementing process improvements;• Executing, optimizing and analyzing advertising programs using internal tools and dashboards;• Quarter Business Review (QBR) sessions to outline client's achievements;• Providing feedback to Product teams to help… Show more • 140% YoY growth of the Beverage portfolio;• Collaborate with advertisers to understand their KPIs, recommending Twitter’s best products & solutions;• Resolving campaign issues in a timely and productive manner, identifying and implementing process improvements;• Executing, optimizing and analyzing advertising programs using internal tools and dashboards;• Quarter Business Review (QBR) sessions to outline client's achievements;• Providing feedback to Product teams to help them scale their advertising platform;• Work in a cross-functional environment including partnerships with Sales Operations, Product, Research & Brand Strategy teams.• Clients: Ambev (Budweiser, Stella Artois, Brahma, Skol, Antarctica, Guaraná), Grupo Petrópolis (Itaipava, TNT Energy Drink), Grupo Campari (SKYY Vodka, Sagatiba), Heineken, Coca-Cola, Pepsi, Café 3 Corações, JDE (Café Pilão) Show less

• Partner with other members of the Sales team and the AdOps team to provide tactical support for clients;• Manage day-to-day processes to optimize advertising campaigns by providing:
- Reports on advertiser performance and pacing
;- Proactive optimization suggestions and outlines for clients
;- Keyword build-out lists
;• Preparation Research and Case studies for Sales presentations, when needed;• Work close with the Sales Operations team for revenue tracking.•… Show more • Partner with other members of the Sales team and the AdOps team to provide tactical support for clients;• Manage day-to-day processes to optimize advertising campaigns by providing:
- Reports on advertiser performance and pacing
;- Proactive optimization suggestions and outlines for clients
;- Keyword build-out lists
;• Preparation Research and Case studies for Sales presentations, when needed;• Work close with the Sales Operations team for revenue tracking.• Clients: - Auto: Fiat, GM, Volkswagen, Renault, Ford - Retail: C&A, Nike, Puma, Carrefour, Submarino, Latam Airlines, Dell, Apple Show less

• Work on high priority initiatives including strategic planning, process optimization, forecast modeling;• Develop, manage & report on key revenue and pipeline metrics;• Iterate with stakeholders to improve and maintain dashboards and forecasting;• Partner with sales team to identify opportunities to improve efficiency and lead efforts to scale best practices across your vertical/sector;• Provide training to sales team on sales enablement tools.

• Coordinated book deals; • Conducted analysis of KDP revenue; • Supported projects that aim to expand KDP business in Brazil; • Supported PR actions involving KDP; • Monitored traffic on KDP website.