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• Introduced new products in the market: LCAP and API Manager by the customer base (cross selling)• Build a Customer Journey with steps involving all customer facing/support areas: CS, PS and Support, focusing in a better customer experience• Structured a process to identify churn risk and churn prevention, sharing customer feedbacks• Made part of the creation of a New Service Offer that helped customers build faster their project roadmap.

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 customer support and helping SaaS Wevo iPaas users to better understand and use our platform.Key Accomplishments:• 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 recurrently monthly tickets.Key Accomplishments:• 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.