We are a company with more than 40 consultants and +150 Revenue and Financial departments developed.Responsibilities as Founder: - Define and manage the growth plan of Nova Gestão; - Develop the company's marketing and sales strategy; - Define the company's portfolio and create new products and services; - Ensure the quality control of our deliveries; - Develop new project managers and management models; - Manage squads with PMs and Ops professionals; - Manage the culture and routines of the +40 consultants team; - Build and maintain relationships with communities and partner funds; - Serve as a Board Member for 3 Series A startups;Responsibilities as VP of Revenue Ops: - Manage relationships with C-level executives; - Develop growth strategies and business plans for clients; - Analyze the execution of growth plans and present improvements to C-level executives; - Define and manage project scope and priorities; - Organize the team's focus, organization, and relationships within the project; - Map and optimize client processes; - Develop dashboards and strategic insights for clients; - Oversee the implementation and maintenance of the client's CRM system; - Agile, KPI's, OKR methodologies;Results: * Structured more than 50 Revenue operations. * Trained over 150 analysts. * Developed more than 30 leadership roles. * Managed a portfolio of R$18 million in ARR (Annual Recurring Revenue) across different companies. * Reduced the average time to the first upsell by 50%. * Achieved a 10x growth in MRR (Monthly Recurring Revenue) for three partners. * Helped clients achieve zero churn throughout the year.Tools: Google Sheets, Pipedrive, Hubspot, Power BI, Data Studio, Google Analytics, SQL, Clickup/Monday, Miro/FigmaFor more information, visit https://novagestao.digital/.

The official partner of Google for Startups in Brazil.I help startups in Darwin's startup community to: - Develop and implement their Customer Success strategies - Define the area's processes and workflows - Build relationship routines with other revenue areas of the company - Establish metrics and performance indicators to assess customer success and points for improvement - Create training and qualification programs for customers - Develop routines for constant monitoring of customer satisfaction and base engagement - Identify upsell and cross-sell opportunities - Develop the Support area - Develop team routines to maximize area results

Growth mentor with a focus on Customer Success for startups in the ACATE community.Top 5 innovation hubs in the world according to UBI Global.Results:Talk presentation with record attendance (+70 people) and NPS score (97.5)Dozens of individually mentored startups

Our goal is to promote learning that can generate profound changes in people's lives and businesses in the long run. This is our commitment.And for that, we work daily to deliver the best courses. Courses that truly empower lives, courses that can open doors to better futures.As part of it, I teach customer success professionals to how develop their departments from zero to advanced, and how to become senior professionals.Professor in the following topics: - Project Management - Agile Methodologies - KPIs and OKRs - Structuring Customer Success (tools, processes, and metrics)Results:+100 professionals developed in Customer Success+50 leaderships and project managers developed

Growth mentor with a focus on Customer Success for startups in the ACATE community. * Dozens of individually mentored startups * Growth consulting given to one of the TOP 3 Brazilian startups according to the "Ranking 100 Open Startups"

Team training, the definition of Customer Success department strategy, construction of Customer Journey, the definition of Call Frameworks, and team growth planning.Results: * Creation of the Customer Success department with 3 dedicated professionals and dedicated tools * Expansion of the consulting service to 8 company reseller channels

Responsibilities: * Setting goals linked to the company's strategy * Strategic planning and innovation in customer service * Team training and development * Building the interface with Sales, Marketing, and Product departments * Recruiting, motivating, and leading the team * Developing processes and implementing new tools * Management of the Product and Engineering team backlog for bug fixes, task resolution, and software improvements;Results: * 2x increase in revenue brought by the CS team (during the first months of the pandemic) * Employee NPS and Leadership NPS with a score of 100, coming from previously negative values * 0% turnover * Negative churnTools: Pipedrive, Google Sheets, Azure/Metabase (SQL), Clickup/Monday, Miro

Responsibilities: - Responsible for Zygo's Customer Experience team, working on the Support, Help Center, and Tech Touch Communication fronts for the customer base; - Development of the Customer Journey with a tech touch model; - Creation and improvement of support processes; - Management of the Product and Engineering team backlog for bug fixes, task resolution, and software improvements; - Handling internal and external customer inquiries, achieving records in first response rates, ticket completion, and satisfaction; - Responsible for the development of CX team members, assisting subordinates in day-to-day difficulties and professional development; - Planning of CX team goals and initiatives; - Creation and planning of tech touch communication to increase customer engagement, software usage, onboarding of new features, and communication of product inconsistencies, among others; - Creation of processes, in conjunction with the Engineering team, to anticipate user problems; - Assistance in developing goals and strategies for the entire Customer Success department.Results: * Average first response time below 4min; * Average ticket completion time below 40min; * Average chat satisfaction at 92%; * Doubled the volume of support with the same team; * Employee NPS and Leadership NPS scores of 100; * 90% decrease in tickets redirected to the Customer Success team; * Increased efficiency in the Customer Success Journey through the creation of a parallel low-touch journey.Tools: Intercom, Hotjar, Google Analytics, Google Sheets, Metabase (SQL), Clickup/Monday, Miro/Figma

Responsibilities:- Management of internal tools and CRM with the Engineering team- Creation of dashboards and metrics for C-levels- Structuring of the Customer Success Enablement area- Design and remodeling of the Customer Journey- Process definition- Implementation of tools- Training and Development structuring for the Customer Success team- Analysis and simulation of calls- Maintenance of alignment among the team in process execution and calls- Analysis of results and success metricsResults: * 3x increase in the execution of the Ongoing team with double the success rate; * 80% reduction in the gap between Onboarding and Ongoing; * Development of +20 CSMs; * Application of individual execution dashboards for each CSM; * 2x increase in success conversion in training applied by the team with customers; * Reduction of new employee Onboarding from 2 months to 3 weeks with superior results; * Redesign all internal processes and overall alignment among the entire team; * Reformulation of the CRM (internal tools).

Responsibilities:- Development of SDR onboarding: tools, processes, mapping of difficulties, learning paths and knowledge pills. - Testing of new training practices and models. - Immersion of new members in the company culture. - Development of professionals in qualification and engagement techniques. - Teaching of SPIN Selling practice. - Formation of teams aimed at achieving targets. - Working on the constant anxieties and concerns of people in a new and challenging role, being a safe haven, and, at the same time, an encourager of catalytic discomfort.Results: * 50% faster training of new salespeople. * Training process capable of supporting 3x the previous volume of trainees. * 2x higher scheduling results for the new trainee classes.

Enterprise Model

Thanks to SumOne, I never had the experience of a slow and stagnant internship. Here, I had my first contact with the Customer Success area, with the luck of being part of its structuring within the company. New terms such as health score, customer journey, churn, MRR, and implementation became part of my vocabulary. Among the biggest challenges was understanding new success indicators and participating in the creation of the customer journey and development of an area constantly growing in processes and people. It was a period of great learning, where it became clear that I enjoyed working in a dynamic and fast-paced environment.

Activities:- Prospecting for clients.- Structuring and selling management consulting proposals to small and medium-sized businesses.- Managing teams in project execution.

Activities: - Produce and manage the company's media and promote the events promoted by it. - Execute management consulting projects for small and medium-sized companies, identifying areas for improvement in their structure and processes.