🔹 Gerenciamento de contas no modelo de high touch com carteira Enterprise. 🔹Monitoramento da adoção por meio do Health Score e outros indicadores (Net MRR, Gross Churn), com foco em promover ações estratégicas para a melhoria e evolução dos veículos de noticia. 🔹Identificação estratégica de novas oportunidades de cross sell e up sell.🔹Priorização da retenção e satisfação do cliente.🔹Implementação e gestão do NPS na empresa.🔹Benchmarking de boas práticas de Marketing Digital e Customer Success no mercado.

🔹 Responsible for end-to-end customer journey creation🔹 Structuring Playbooks for the Customer Success team.🔹 Development of retention strategies and up-sell and cross-sell opportunities. 🔹 Analysis of KPIs, satisfaction metrics, NPS, Health Score, and other customer journey data. 🔹 Conducting training in Soft Skills, Customer Success, and Product for the team. 🔹 Implementation of internal and external knowledge hub, documenting features and processes. 🔹 Creator of Lecupon's first Voice of the Customer program.

🔹 Responsible for creating a scalable customer onboarding journey, focusing on mass communication (tech touch) to enhance adoption and user experience for customers without an account manager. 🔹 Implemented retention strategies and explored mass up-selling and cross-selling opportunities. 🔹 Analyzed KPIs and other customer journey data, as well as parallel projects. 🔹 Planned and delivered webinars for feature training and Q&A sessions to the entire customer base. 🔹 Participated in the restructuring of the Pipefy Academy course. 🔹 Played a key role in restructuring the churn management process for customers without an account manager. 🔹 Contributed to the customer churn prevention process for debtors.

🔹Portfolio management of approximately 80 to 100 SMB clients in Brazil and globally, with a focus on high touch and mid touch approaches.🔹Monitoring adoption through Health Score and other indicators (Net MRR, Gross Churn), with a focus on taking strategic actions to improve and evolve clients' business processes using the Pipefy solution.🔹Strategically seeking new cross sell and up sell opportunities.🔹Prioritizing customer retention and satisfaction.🔹Led the Customer Journey restructuring project, including the creation of renewal playbooks, impact reviews, and training for the entire CSM team.🔹Established the NPS closed-loop process.🔹Involved in the Voice of the Customer project, analyzing NPS data.🔹Contributed to internal process improvements, such as churn management and enhancements to internal tools.🔹Conducted benchmarking on best Customer Success practices in the market.🏆Recognized as the top-performing CSM on the team, exceeding the average annual target by +400% in 2020.🏆Recognized as the CSM with the highest number of generated opportunities in 2021.

🔹Key Account Management for large companies, implementing proactive and strategic actions.🔹Identifying new up sell and cross sell opportunities.🔹Monitoring downgrades and churns, tracking NPS, Health Score, and other indicators.🔹Conducting onboarding for new clients, including regular in-person and online meetings.🔹Performing Customer Success benchmarking.🔹Conducting in-depth customer analysis to provide business improvement insights.🔹Sharing Customer Experience and Customer Centric practices.

🔹Assisting in the implementation process of new client operations, providing support and assistance to contracting clients; preparing and updating reports; monitoring goal achievement and supporting management; identifying new business opportunities and revenue growth.🔹Developed and implemented a new business line within the company, specializing in complex sales, assuming full responsibility for the management process from planning to testing phase.

Commercial intelligence, client qualification, and prospecting, with extensive experience in managing and serving new and prospective clients in the outbound marketing model. Expertise in proposal formatting, presentation, and negotiation. Proven ability in sales process management, leads, CRM, and outbound strategies. Experienced in analyzing indicators and KPIs.

Monitor and report on project performance, identifying points for improvement;On-site project implementation;Assist in project development processes