Kelly Stephane Silva Email & Phone Number

State Of Minas Gerais, Brazil

- Leading and developing the team of SME (small-to medium-sized enterprises) Customer Success Managers (CSMs), ensuring they are well-trained, motivated, and aligned with organizational goals.- Monitoring the performance of the team, establishing success metrics, and conducting regular evaluations to ensure the achievement of Customer Success objectives.- Analyzing data and metrics to assess the performance of the Customer Success team and customer satisfaction, using key performance indicators (KPIs) such as churn, lifetime value (LTV), Net Promoter Score (NPS), Customer Satisfaction (CSAT), among others, to identify areas for improvement and opportunities for growth.- Creating and executing strategies to increase customer satisfaction, expansion, and retention.Developing programs and initiatives to engage customers, such as webinars, training, and other 1:many actions.- Collaborating closely with other teams, such as sales, customer experience, product, CX, and technical support, to ensure a unified and consistent experience for customers.- Developing and optimizing processes in the department, ensuring operational efficiency and excellence in customer service.- Supporting the deployment of the company's OKRs and departmental objectives, ensuring the alignment of team goals with the organization's strategic objectives.

Belo Horizonte, Minas Gerais, Brazil

The role of a CSM Tech Lead is to be a technical reference for the team in terms of CSM best practices and how to help the customer extract the maximum value from the platform, aiming at the strategic development of the team and high capacity in its deliveries. In addition, I also work on projects that seek continuous improvement in the success and experience of the customer with Take Blip.Among my responsibilities, I highlight:- Development of strategies and processes that aim at greater operational efficiency and scalability of the CSMs operation.- Acting in the training and development of the CSMs in the area, such as the use of best practices, technical training, and continuous improvement of the team's processes.- Indication of the best technical solution for customers' needs, delving into quality and excellence criteria for team deliveries.- Support in forming a technically strong team, through 1:1s with the team and participation in evaluations for hiring new members.- Direct interface with other areas such as products, product marketing, support, CX, and customer marketing.- Active participation in crisis management and containment, ensuring that customers have clear and effective communication with minimal friction.- Development of strategies and projects that provide churn reduction and increased customer satisfaction, always thinking about the scalability of initiatives (1:many and 1:few actions).- Preparation of reports and insights aimed at continuous improvement of the adopted strategies and processes.Main tools used: Asana, Power Bi, HubSpot, Zendesk, and Mural.Delivered projects:- Complete mapping of Ongoing PaaS Customer Profiles- Full Adoption Journey for Customers with Partners in Ongoing PaaS- Blip Expert Master Class-Projects I participated in:- Product Engagement Indicator- Churn Predictive Model- Full Adoption Journey for PaaS customers- 2022 Churn Study

Belo Horizonte, Minas Gerais, Brasil

I focused on building strong relationships with clients and partners, facilitating meaningful interactions and helping them maximize the value of our services and products.Main Responsibilities:- Managed a portfolio of over 300 clients across various industries, including Financial Services, Telecom, Tech, Health, and Retail.- Continuously improved customer engagement processes by implementing best practices in Customer Success (CS).- Created playbooks and developed strategic projects for the CS department.- Proposed and executed 1:many triggers aimed at increasing customer satisfaction and preventing churn.- Conducted proactive outreach to strategic clients, identifying opportunities for product improvements, enhancing relationships, and ensuring retention.- Monitored key metrics such as health score, NPS, CSAT, MRR, and usage volume.- Led the NPS closed-loop feedback process.- Created and supported 1:many educational initiatives for the customer base, including webinars, training sessions, content creation, and usability tests.Main Tools Used:Asana, Power BI, HubSpot, and ZendeskDelivered Projects:- Planned and implemented 1:many Engagement Triggers.- V1 of the NPS Closed-Loop Process (PaaS Clients).- Mapped the customer journey for PaaS.- Designed the customer journey with partners in the Ongoing phase (PaaS).Projects I Contributed To:- Churn Journey for PaaS Clients.- Development of the Health Score.- Blip Academy.

Belo Horizonte, Minas Gerais

- Led the team responsible for managing affiliates and strategic partners.- Continuously developed the Partner Affiliate Program through research, studies, and partner interviews, identifying opportunities for improvement and innovation.- Planned and executed projects in the department, including collaborations with influencers, event sponsorships, testing new initiatives, video production, and implementing new platform features.- Coordinated and tracked demands with the IT, Marketing, and Sales teams, directly contributing to the growth of the Promo Partners, Promo Insurance, and Promo Tickets brands.- Represented the company at corporate events and business trips, strengthening partner relationships and expanding collaboration opportunities.- Collaborated with the IT team to resolve technical issues, ensuring effective expectation management and minimizing the impact on partner satisfaction.- Managed key strategic partner accounts, including influencers, blogs, and renowned brands such as Afilio, Hoteis.com, GetMalas, and YesBrasil, ensuring partnership success and maximizing results.

Belo Horizonte E Região, Brasil

- Enhancement of the Parceiros Promo Affiliate Program.- Responsible for managing relationships with Digital Influencers, blogs, and other partners, attending to them, developing them, and retaining them in the Affiliate Program and other projects.- Guiding partners and affiliates on any questions they may have about the platform, encouraging them to use all available features.- Actively prospecting new affiliates and partners, growing the base by over 500%.- Developing strategic content for affiliates and partners.- Participating in the planning and execution of campaigns, promotions, and events.- Producing briefings for campaigns and influencer promotions, as well as analyzing the actions taken and reporting to the board.

Belo Horizonte E Região, Brasil

- Content production and agenda setting for internal communication channels- Content production for social media, blogs, landing pages, ebooks, etc.- Metrics analysis on Google Analytics, Facebook, Twitter, and LinkedIn.- Inbound Marketing and email marketing- Event organization- Press relations

Belo Horizonte E Região, Brasil

- Content production for internal communication channels and company's fan page;- Organization of internal events;- Updating mailing lists and swaps;- Direct assistance to activities related to the organization's relationship with its audiences;- Development of institutional campaigns.

Belo Horizonte E Região, Brasil

- Updating documents and folders related to the communication department;- Assistance in developing internal newsletters and announcements;- Support in organizing events that occurred during the year 2015, within the internship period.

Executive Mba, Digital Business

O curso abordou temas como transformação digital, Big Data & Analytics, inteligência artificial, UX & Design Thinking, marketing digital e.

Marketing De Influência: Estratégia, Conteúdo E Ações Práticas

Curso ministrado por Thays Almendra e Chris Bluhm, profissionais experientes e com ótima capacidade de ensino. Com a proposta de mesclar.

Bacharelado, Relações Públicas