Lucas Felisberto Email & Phone Number

São Paulo, Brazil

São Paulo, Brazil

• Responsible to create Customer Success methodology in the company. Focusing in 3 specific metrics: Customer Excellence, Customer Retention and Customer Growth. Key Accomplishments:
• Structured a talent and success team with leaders and tiers divisions
• Overachieved in 170% the NPS target the last 3 years
• Expansion/Upsell was responsible of ~60% of the ARR Growth in region
• Hit over 150% ARR growth quota for 3 consecutive years
• Structured a different approach to attend Strategic customers, building strong relationships with their BOD

• Was responsible (interim) for the team during a Manager change. My principal goal was to enable events strategy for the growth team and help bringing inbound leads thru Digital MarketingKey Accomplishments:
• Created our first calendar of the year for own events, being responsible for 35% of the expansion ARR and retention of strategic accounts
• Used events to help communicate to our customer base a new product for the suite: Vinyl LCAP

• Was responsible to build up a new team: Customer Success inside the company, in a MVP model (low investment to proof value) having objectives of: understanding reasons and reducing churn, implementing a proactive.
• Implemented a customer onboarding process: Handing over the customer from the Sales team to their project team
• Recorded and structure our training process for customers who wanted to take the platforms in SaaS mode (without PS)
• Created customers divisions by tiers, to better share priorities of customers internally
• Created a NPS plan involving all company to increased from negative score to 60+ (benchmark is 30+)

• Was responsible to lead and support a group of account managers who were helping customers.My main goal was identifying product gaps and new features that could give customers a better user experience and reducing our.
• Implemented Support Chat inside our platform, to have a quick support, reducing SLA (from business hour to minutes), providing a better customer experience.
• Implemented Success Central (knowledge base), reducing significantly customer’s doubt tickets
• Designed Dashboards for track and measure support KPIs outside from Zendesk platform
• Started the migration plan of our legacy product (Hubin) to our new platform (Wevo iPaas)

Was responsible to help customers with the integration product adoption, support from Zendesk tickets/cases. I had the responsibility to identify product and customers errors on workflows by debugging our MDW code. Accountable of the strategic customers tier on support.

Analise E Desenvolvimento De Sistemas, Information Technology

Marketing And Growth Strategy