Also responsible for the Onboarding and Customer Support teams.Finding solutions for optimizing the customer onboarding process and collaborating with the team to implement them. Creating a process to identify and eliminate roadblocks in the way of customers’ goals.Implement and maintain effective methods for gathering customer satisfaction data.Develop plans and targets for the customer service team.Support other departments with customer-service-related issues.Organise training and facilitate the development of the customer service team.Assist with recruitment and appraisals of new and existing team members.

Drive Account Growth OutcomesExpand the revenue in accounts through new sales and up-sell opportunities Reduce churn and drive new business growth through greater advocacy and referenceabilityAddress escalated client issues with speed and urgency, orchestrating resources across the company as appropriateManage and nurture executive relationships with customers, including management of executive-level escalationsSet the overall vision and strategic plan for the Account Management organization, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.Drive customer outcomes, product adoption and customer experienceLead the technical assessment as part of the sales processDefine and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvementBuild and lead Brazil teamDevelop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (Marketing, Sales, Product/Engineering, Development)Drive operational practices to track performance of teams and individuals

Project Manager for redesign Ecommerce VTEX platform, understand customer requirements and business objectivesProject Manager for new store, administration and coordination of risk management, issue management, change management, communications, status reports, risk management, manage escalations, trainings and other functions of the project. Operational process design for store services.Project Manager for new App (iOS and Android), understand customer requirements and business objectivesProvide assistance with technical issuesRevise existing systems and suggest improvementsSupport new technology implementationDesign IT systems and networks ensuring the right architecture and functionalityManage IT initiatives and collaborate with in-house technical staffProvide strategic advice on using technology to achieve goalsImplementation of operational KPIs using Microsoft Power BIImplementation of new payment methods for VTEX platformImplementation of Rappi operations, supporting system integration, train users and operational process designDevelop new logistics business partners, reducing shipping costs.

Leads the Engineering and Management Services Direction, including the pre-sales, sales engineering, project office, implementation and support departments. Attends more than 200 customers with supportand operations contracts.Accountable for project development, assuring that they are implemented, delivered andsupported according to the scope, keeping the delivery teams focused on the expected results,ensuring the excellence of the service with SLA.Development of the strategic plan, definition of the financial budget and feasible businessinvestment plan.Implementation and application of policies, organizational processes and procedures.Responsible for internal IT.Directing service teams so that the service performance indicators are achieved.Management of a team of 100 employees with national and international operations.

Responsible for managing the pre-sales and engineering department. Support the commercialdepartment in the preparation of projects, technical proposals, negotiations with distributors andmanufacturers, visiting customers and solutions presentations.Top Three Best System Engineers of FY2011 and FY2012.

Technical manager, responsible for managing pre-sales teams, implementation andspecialized support of solutions such as Alcatel-Lucent telephony, Avaya, Dígitro and SoftiumCRM system.Responsible for project management and installation of Dígitro, Alcatel-Lucent and Avayaequipments, as well as pre-sales of these solutions and team leadership.Training sessions preparations for exchanging and recycling knowledge for employees andcustomers.Implementation and support of PABX Avaya solutions and Dígitro and sound knowledge insignals (R2D, ISDN, E & M), Call Center (ACD, IVR, Recording, CTI integrations), convergingnetwork (VoIP, IP terminals, SIP, QoS), cost reduction methods (account analysis, advancedsettings of ARS).Qualified auditor of Quality Management System of the company, ISO 9001: 2000.Participation in the company strategic planning.Awarded for individual performance of staff (2005-2006).