Felipe S. Fernandes Email & Phone Number

Austin, Tx, Us

Boston, Ma, Us

Gb

Austin, Tx, Us

Pi Tech helps companies, from startups to Fortune 500, bring digital products to market.Our team has deep healthcare, telecom, and blockchain expertise in providing HIPAA compliant solutions, software architecture services, and strategy consulting.Whether you have a defined project, need developers to augment your team, we have a model that works for you. We deliver for you with access to onshore/nearshore full-stack developers, UX/UI designers, DevOps, QA, and complete agile teams.Are you working on something big? Let Pi Tech help. (pi.tech)

Austin, Texas, Us

Grew from a 2 to 7-person team in 12 months by creating a structured hiring process to source, assess, and hire junior and senior Customer Success Managers (CSM).Reduced enterprise MRR churn rate from 9.8% to -0.1% in 6 months through on-site visits and customer lifecycle mgmt plan. NPS: 58% enterprise, 46% avg.Established and maintained high-level partnerships with enterprise clients like Honda and Marriott, ensuring consistent performance and accountability to SLAs.Responsible for all aspects of client services, including driving upsell marketing campaigns, contract negotiations, and renewals, promoting voice-of-the-customer, leading customer on-site visits, overseeing full customer lifecycle, and collaborating with Sales & Product.Developed an internal knowledge base on customer success metrics and enterprise-level partnership management, becoming the go-to expert for customer lifecycle strategies.Negotiated and closed three contract renewals in the first 12 months ($1MM+ ARR). Cemented channel partnerships (resulted in 40% channel MRR growth).Established a customer segmentation strategy and developed a proper onboarding and QBR process for large/enterprise accounts (16% MRR growth).Coach/captain approach built trust and motivated CSMs.Rolled out a Customer Lifecycle Management plan to encourage CSMs to reach customers monthly to build better relationships and avoid surprises.Launched and iterated on a Zello Early Warning System encompassing leading indicators to get ahead of account issues and reduce contraction/churn (0.2% churn pre-COVID).

Austin, Tx, Us

PaidUp helps youth sports clubs stop chasing parents for payments. Think of it as “done for you” payments and collections instead of “do it yourself.” As a self-funded startup, I am responsible for everything (for now). PaidUp has processed close to $10MM for our clients.Customer SuccessOur biggest differentiator and most important function. Built a mostly-automated service utilizing ZenDesk, Stripe, in-house portals, and integrations. 1 support person can currently handle over 2000 users via phone, email, SMS, and chat. Proudly boast a 97% customer satisfaction rating and NPS of 65 (74% increase from first NPS score) for users/parents and NPS of 100 for clients/clubs.Product ManagementProduct Management is my primary role at PaidUp. Responsible for the design of all wireframes (checkout flow design sample: https://goo.gl/51sZU7). Use Mixpanel funnels to measure relevant KPIs (increased checkout conversions by 58%). Write all user stories and acceptance criteria (JIRA) to deliver product updates (Kanban). Weekly production deployments of new features and bug fixes.UXDesign wireframes in Sketch and Balsamiq and conduct customer interviews to obtain feedback and improve usability. Constantly learning and tracking what tweaks have to be made by talking to customers. Soliciting negative feedback almost always results in a better product than seeking praise.MarketingCreate PaidUp’s Facebook Messenger chatbot to drive engagement with prospects. Test various iterations of Facebook marketing and retargeting campaigns to generate leads and drive sales. Write copy for all marketing material and shoot videos for ads. Lowered cost per lead from $32 to $1.38 with Facebook ads.FinanceDevelop business management spreadsheets for monthly analysis of KPIs such as gross process volume, revenue, expenses, cost per support ticket/touch, time spent per ticket (in aggregate and by category), ARPU and more.

Austin, Tx, Us

Built and ran the engineering organization consisting of 35 Devs, 10 QA, 3 Tech Writers, and 5 managers. Negotiated and procured development services from providers in Austin, Colombia, Russia, Vietnam, and India.Represented the platform and the underlying technology to prominent investors, which led to $300MM in equity financing.Managed a global team capable of navigating complex international payment processes and compliance regulations (LatAm & Europe).Ran contests to reduce bugs by over 40% (~80 bugs) in 1 month and to accelerate the deployment process by 15%.Spearheaded efforts to generate automated tests (80% code coverage) to reduce release times from 7-8 weeks to 4 weeks.

Austin, Tx, Us

Ran innovation for all Mozido products across financial services and mobile marketing verticals (managed a team of 5 product owners and 2 scrum masters).Delivered products for Telefonica, Bepensa (Coca-Cola), Dairy Queen, and other Fortune 500 companies. Directed user experience (UX) and strategic product management resources for developing core Mozido services.Revamped the product development process, cutting costs by 40%-50% and monthly deployments.Helped architect a world-class mobile financial service product offering that received praise from the World Bank and GSMA.Contributed to nearly all pre-sales (RFP) and sales efforts, leading to Telefonica and Coca-Cola deals.Created operations and training material outlining technical and operational responsibilities, methods, and procedures.

Austin, Tx, Us

Lead all product development efforts for Mozido. Managed a team of 3 product managers to define novel and strategic enhancements to the platform and multi-channel services. Oversaw onshore and offshore developers from concept initiation to QA and deployment for delivery of new features. Contributed in nearly all pre-sales (RFP) and sales efforts as a financial services expert focused on disrupting legacy frameworks.

Austin, Tx, Us

Coordinated the development and enhancement of Mozido’s mobile financial services product offering. Directed the creation of essential operations and training material outlining both technical and operational responsibilities, methods and procedures to be performed by all participants in an MFS (Mobile Financial Services) program.

Us

Responsible for overseeing Affinity’s MFS (Mobile Financial Services) platform deployment for Trumpet Mobile (US-based mobile phone company) by coordinating offshore developers to support system updates during platform hardening phase. Implemented requested updates as dictated by MFS program bank to comply with US federal regulations.

Us

Helped launch Trumpet Mobile (MVNO - new phone company) and accelerated the distribution footprint growth to over 10,000 stores, every RadioShack and Walgreens, in over 200 markets in a single year. Instrumental in the Trumpet Mobile on-schedule launch in March 2007.

Dublin 2, Ie

Worked on telecommunications industry projects (i.e. Verizon and AT&T), offering network infrastructure assistance to mobile network operators.

New York, Ny, Us

Designed and drafted plumbing and sprinkler systems for residential, commercial, retail, school and restaurant space. Knowledge of New York City/State Building Code and NFPA Building Standards.