• Lead, coach and empower the customer success team to be successful in their roles• Assist the team with executing growth and optimization strategies for our customers• Collaborate with cross-functional teams to ensure visibility and alignment • Oversee escalations for assigned accounts and team’s accounts• Work with Product to prioritize customer features and requests• Coach the team on customer success best practices• Manage a book of enterprise accounts• Foster a positive team culture and participate in team development including hiring, onboarding, career development and performance management• Ensure execution of customer journey touchpoints, including onboarding, business reviews, retention, upsells and other opportunities• Share customer feedback and insights uncovered through the engagement calls with the product and engineering teams

I've discovered I can do many things regarding job functions. But what I've ultimately found is that I'm most happy when I'm challenged with problems ranging in complexity, on a continuous basis, and with enough resources required to provide meaningful solutions.As Customer Success Manager, I bridge the gap between the Sales and the Support team to develop a robust Customer Relationship, Customer Loyalty, and Customer Retention. I'm glad to do that at Thomson Reuters.Besides, I have a unique ability to manage multi-disciplinary projects and face complex customers needs and demands.In my experience as CSM, I find myself most satisfied at work when I'm able to learn new technologies to solve real-world problems, do great work to support customers' journeys, and share knowledge among colleagues to help them improve their skills.And lastly, but most importantly, I focus my job on making people's lives better and easier every day through innovative solutions and unique high-tech products. After all, my mission is to understand what people and customers do and help them find better ways to do it.

As a result of an innovative job, I became the Product Manager for the holding company. So, my job was to develop, prioritize and execute the deal pipeline, examine risks and potential business opportunities. Also, I was dedicated to helping the sales team to understand the partner's needs and goals.Moreover, I improved the sales force products knowledge by providing training and strategic guidance to enhance their sales skills in Softline's products portfolio.Above all, I focused on building long-term value for the organization, customers, market, and business relationships.In January 2016, the Russian company Softline acquired the Brazilian software reseller Compusoftware from local group Globalweb to expand in Latin American markets.Thus, I did biz dev for the most relevant enterprise software and hardware vendors in the world:• Data Backup and Disaster Recovery: Arcserve, Veeam Software, Veritas• Enterprise Mobility Management (EMM): AirWatch by VMware• Hardware: HPe (Hewlett-Packard Enterprise), Dell, Lenovo• Design, Marketing and Media: Adobe, Autodesk, Corel• Security: McAfee, Symantec, Kaspersky, Trend Micro• Virtualization Technology: VMware, CitrixABOUT SOFTLINEIt is a leading global IT Solutions and Services Provider focused on emerging markets.Softline had revenue of over USD 1.54 Billion in the FY 2019.

I came to Compusoftware with a big challenge and a great opportunity: help the sales team to develop business opportunities from other enterprise software vendors, given the company's Microsoft DNA. That way, I embraced Business Development activities with a particular focus on solutions of:• Security: McAfee, Symantec, Kaspersky, Trend Micro, Bitdefender• Data Backup and Disaster Recovery: Arcserve, Veeam Software• Virtualization Technology: VMwareKEY RESULTS★ Maximized sales performance by assisting 40+ sales representatives with closing sales★ Contributed to sales revenue growth by 40%, from R$ 5M to R$ 7M in the FY14-15We managed to achieve revenue increase through a combination of organic growth, new products, and establishing strategic actions to revitalize and strengthen customer relationships quickly.ABOUT COMPUSOFTWAREIt was a software reseller company part of the Globalweb Corp, one of the largest IT conglomerates in Brazil. Globalweb had revenue of BRL 500M (≈USD 90M) in the FY14-15.

GOT IT was founded to help SMBs companies, people, and partners to get all their potential through technology. We worked very hard and were truly passionate to connect with other marketers and software vendors.In the beginning, we provided only consultancy services. Meanwhile, I was responsible for leading the company's partnership with a big Brazilian software vendor: Terabyte Soluções. We have also entered into a partnership with Microsoft and VMware during our journey.Although it was a successful venture, we decided to shut down the business a few months later. The reason was that many job opportunities have arisen in big companies for my copartner and me. So, we decided to believe there was a great chance to grow and accelerate our experiences, knowledge, and networking in the software market.I'm very proud of this startup. It allowed me to experience many business situations, which raised my commercial skills on many levels. I was multitasked and worked in Strategic Planning, Sales, Channel Management, Customer Success, Product Management & Marketing.I was the one who sold the most significant contract for the company.Without a doubt, my favourite stage of this project was working with clients and business partners to understand its business objectives. When the ideas started to flow, the collaborative process was always the fun part and where I found my mission and purpose.

SuperRei started when we realized that people's experience with supermarkets and grocery stores would be improved by removing displacement, parking, and standing in line. We believe that time is the most valuable currency in the world. So, our mission was to help people not lose their time with this ordinary task: go to the supermarket.For almost 1 and a half years, SuperRei was successful in e-commerce. We brought positive proceeds, great providers, and a substantial number of users/customers. But it wasn't enough. We had an investor who expected more than we managed to offer in the first year. So, we fail. Among other reasons, it happened because of our lack of experience in the retail industry and excessive pride for the first expressive results.Nevertheless, it was a school for me. I had the opportunity to play so many different roles within this business – Strategic Planning, Marketing, and Sales Operations – and with that came so much learning and growth, which raised my professional skills in several ways.All experiences in the SuperRei opened my mind to what entrepreneurship really means: how to lead people and sell dreams. But, above all made me a more humble and generous person.

» Zênite offers a range of study pathways and university preparation courses• Web Portal Development and Management https://cursozenite.com.br• Project Management: planning and creation of the IT department• Strategic Consulting for ERP and LMS implementation• Technical Support Analyst (team leader)

» Bahia's State Public Security Secretariat (SSP-BA)» Superintendência de Gestão Tecnológica e Organizacional (SGTO)• Installation and management of IT infrastructure, hardware, software, and ERPs• Installation and management of computer networks and operational systems• Service Desk management system implementation• Internal communications strategy (creative design)• IT access control and user access management• Digital communication systems management• Computer workstation setup• IT Logistics management