Filipe Rufino Email & Phone Number

London, Gb

London, London, Gb

Richmond, Victoria, Au

Designed and led two cross functional change programs in EMEA, impacting $30m in ARR across 4 customer success teams, 700+ customer orgs, and 3 customer tiers (Large Enterprise, Enterprise and Mid Market):1. Prioritised accounts,2. Customer success plans.These two programs delivered early wins and are on track to deliver a 3-5% boost to retention in EMEA in 2023 (and 5-8% in 2024), as well as unlocking more cross selling opportunities and generating customer testimonials.

Richmond, Victoria, Au

Senior CS Strategist:Designed a customer success strategy for our Large Enterprise segment in the EMEA region (ARR $7m), and executed this strategy as the leader of this team. Trusted advisor to C-level large enterprise customers in EMEA and their teams. Developed and promoted CSMs into Strategic CSMs. Under my leadership this specialised CS team achieved >90% GRR (the highest compared to 5 teams in the region and 3rd highest compared to c. 20 teams worldwide) in 2022, exceeded leading indicators consistently, and became an informal 'center of excellence' within our region and across tiers. Pod Captain:Created an EMEA Large Enterprise 'team of teams' comprising the Customer Success, Account Management and People Science teams. Established a 'Culture of Customer Success' in our pod, facilitated knowledge sharing/ structured problem solving, and kept us closely aligned together to outperform our joint objectives. Speaking on behalf of our pod in the wider Culture Amp organisation and senior leadership on a regular basis. Successfully influenced our Chief Product Officer to significantly improve a key product for this customer tier, de-risking over $1.5m in ARR in our region).

Stamford, Ct, Us

* Promoted into the role.* Product: Gartner Executive Programs (used by CIOs, CTOs, CISOs and their direct reports in large organisations)* Responsible for Customer Success of an ARR ~$5m portfolio of large enterprise and key accounts in the UK. High touch delivery model for a range of subscription products. * Trusted advisor to C-level/Senior executives clients and their teams. Regularly meeting them to understand their business priorities, and recommending a program of action that drives high value and return on investment.* Acting as the voice of the customer in internal meetings and driving escalations/problem-solving.* Delivering training to 50+ CSM new hires worldwide. Coaching CSMs of various experience levels. Leading internal forums for sharing best practices among CSMs.* Founded and led "UKI Retention Clinics", an internal forum to problem-solve accounts at risk of churning during Covid-19.Achievements:* Global "Top 10%" CSM performance award in H1 2020 (top 10% performer out of ~300 peers worldwide).* CEO mention in global town hall due to renewing Gartner's largest account in the UK ($1m+).

Stamford, Ct, Us

* Product: Gartner Executive Programs (used by CIOs, CTOs, CISOs and their direct reports in large organisations)* Responsible for Customer Success of an evolving account portfolio worth ~$3-5m in ARR in the UK and Ireland. High touch delivery model for a range of subscription products.* Trusted advisor to C-Level clients and their teams in Large Enterprises, leading targeted engagement and driving exceptional value.* Contributing to the creation and execution of account plans and stakeholder maps to de-risk renewals and enable growth.* As the only service associate with visibility to all services in each account, I design success plans and coordinate their delivery to maximise client value.Achievements:• Top 15% performer globally in 2019 (out of 300+ CSMs).• Exceeded my individual retention targets in 2017, 2018 and 2019 by 8% on average.• Recognised as EMEA 'Impact Player of the Month' seven times during 2017 - 2019.• Led internal workshops and training initiatives on Value Selling for CSMs in EMEA (adapting this sales methodology to the CSM role).• Launched our first EMEA CSM newsletter (internal).

London, United Kingdom, Gb

* My role was 1/3 service delivery, 1/3 account management and 1/3 business development. * Working with large enterprises in UK, Europe and the Middle East, predominantly in financial services.* Sensitive type of work requiring high touch service anchored on strong trust-based relationships with C-level individuals. * I was measured on P&L and customer satisfaction.

New York, Ny, Us

* Managing an international team dedicated to service delivery and low touch customer success. * Main point of contact with clients (mainly large enterprises) serviced by my team in the UK and Europe. * Managing relationships with Guidepoint consultants (current and former C-level/Senior executives). Achievements:* We were the top-performing team in EMEA in 2013 and I the top-performing manager (1st out of 10) by revenue. * Partnered with our Sales team to achieve 90% conversion of pay-as-you-go clients into annual subscriptions.* Hired, developed and promoted team members as the company scaled.

Project managed the transition of an engineering firm's internal newsletter (read by 14,000 employees globally) from a paper-based to an intranet publication. This saved the organisation over £100,000/year in printing costs.

London, London, Gb

* Analysing energy markets in Europe and Americas and explaining what is driving price movements to our customers.*Extensive travelling in Europe, USA and South America to develop relationships with corporate leaders and participate in industry conferences. *Made enhancements to our products and data offering based on market feedback.

My work was published on the Wall Street Journal, Financial Times and other international publications.

Ma In Marketing, Marketing

Ma, European Union Politics And Administration

Graduate Degree, Communication And Media Studies