Edmilson Barbosa Email & Phone Number

São Paulo, Brazil

As a Senior Customer Success Manager, I am responsible for:• Operating as primary point of contact for Akamai enterprise Security Products, supporting the customer journey.• Developing a trusted advisor relationship with our customers and serving as an advocate for customer needs within Akamai.• Collecting customer requirements and pain points to make recommendations that can help achieve customer goals, ensuring successful technology adoption.• Representing the voice of the customer to assist internal teams with prioritization and decision-making in program development.• Removing roadblocks, through escalations, root causes analysis working with cross-functional teams like Customer Support, Research and Development and Product Management. • Assessing customer platform health and delivering actionable, scalable recommendations to improve customer experience and Net Promoter Score. • Partnering with Post-Sales teams as Professional Services and Support, to determine gaps in customer expectations and actual service delivery.• Partnering with the Sales team to develop success plans, identify expansion opportunities, and ensure renewals.• Holding regular check-in calls, webinars, and mentoring sessions with customers to ensure success in adoption and identifying further expansion opportunities.• Coordinating quarterly business review, engaging with Akamai account team and customer executive sponsors

São Paulo Area, Brazil

- Supported Service Sales Teams, focusing and business growth.- Partnered with Consulting and Implementation delivery teams towards customer success.- Increased pipeline and bookings and supported renewals.- Became trusted advisor for customers and internal teams.- Led, using my great communications skills, presentations and Webinars.- Developed strong relationships with customer executives, including CxO level.

São Paulo Area, Brazil

- Led a team of twelve engagement managers across the LATAM region, supporting sales and delivery teams focusing on customer success and retention- Provided the vision, motivation, and empowerment to build a team aligned with company goals while looking for value creation to customers.- Supported the team, on the definition of risk mitigation and growth strategies, for the most complex cases.- Led the team providing guidance and coaching to leverage: Cisco's culture and values, teamwork, collaboration, and positive environment.- Supported the team in the development of effort estimation, cost/price/margins definition, detailed proposals, and SOWs- Mentored the team to keep customer satisfaction focus and value creation to ensure renewals and growth.- Reduced 45% in sales documents lead-time resulting in increased engagement and sales process agility.- Increased team productivity by 90% through developing a High Potential program for junior professionals.- Managed workload, skill improvement, and performance metrics, while maintaining high levels of motivation and team alignment.

São Paulo Area, Brazil

- Acted as the Liason between sales and delivery to build together winner services proposals - Ensured customer success, in massive and complex projects for large, and key accounts.- Worked with transactional and subscription services, for multiples technologies and solutions.- Worked with customers and delivery teams, to align goals, or other KPIs and helped customers in achieving their goals through their lifecycle.- Worked on sizing and effort estimation and cost/price/margins definition, proposals, and SOWs- Partnered with account teams and customer success teams to ensure customer satisfaction and growth.- Assisted delivery teams in implementation, migration, and optimization in large and complex technology projects.- Leveraged and collaborated with Cisco Partners, to ensure project and customer success

São Paulo, Brazil

Led several transformational projects with customer success focus, and ensuring deadlines, KPIs, technical, operational, and business goals.Planned, designed, Implemented, and Optimized IP Multiservice Networks, for large Enterprises and Service Providers. Obtained the recognition of colleagues and leadership on the high rates of customer satisfaction obtained. Reverted a 5MU$ contract cancellation after engaging in a project with millions of subscribers in a major telecom service provider.

Executive Mba, Information Technology

Bachelor Of Science (Bs), Information Systems