Monica Bruel Email & Phone Number

Santa Catarina, Brazil

Florianópolis, Santa Catarina, Brasil

Manage Global Customer Success trough the Customer Sucess support team.Lead the Leadership weekly meeting and 1:1s with CS Leaders to improve day to day operation, metrics and People related topics.Define with the VP of Support our quarterly OKRs and keep track of them to be aligned with the company FY OKRs.Oversee the expanding teams and local operations at the Brazilian local office, providing guidance and support on the ground in close collaboration with Duda's global leadership as well as manage the support team in The Phillipines, and work closely with the teams in US and Israel to ensure Global Operations and customer success.Leverage AI for a better and more efficient Support Organization, ensuring the customer journey maintains with top noch services.Develop and implement customer success strategies aligned with company goals and objectives.Establish key performance indicators (KPIs) to measure and track CS metrics.Collaborate with sales, marketing, education and product teams to drive customer engagement andproduct adoption.Identify opportunities for upselling and cross-selling to increase revenue from existingcustomers.Resolve escalated customer issues and ensure timely resolution to maintain high levels ofsatisfaction.Conduct regular customer reviews and feedback sessions to gather insights and improve servicedelivery.Develop and deliver customer success training programs for internal teams and customers.Oversee operations and ensure policies for the LATAM region.Responsible for the LATAM office that include teams across various departments such as support, developers, marketing, finances and recruitement, aligned with their global managers.Collaborate with global headquarters to align regional strategies with overall company goals.Provide leadership, guidance, and support to employees within the LATAM office.Represent the company at industry events, conferences, and meetings within the LATAM region.

Florianópolis, Santa Catarina, Brasil

Manage a team of 7 senior Account Executives (Farmers) to achieve sales goals trough selling multi product SaaS solutions trough a Partner Channel of Marketing Agencies.-> 40% YoY Sales increase in NMRR-> 0% undesired turnover, retaining Top Talents with high performance-> Scored 100% on 1:1 satisfaction and 1:1 executionHandle Team Meetings, 1:1s, Performance Reviews, Tour of Duty, Team Buildings, among other leadership activities.Hire, Train and Motivate the team to achieve NMRR as well as other major key metrics to improve the business efficiency trough the partner funnel.Daily look into metrics such as partner efficiency, partner coverage, new lead opportunities generated trough MQL, PQL or marketplace sources, team productivity, ARPA, MTD, sales cycle, discounts, among others, to understand the sales operation and propose improvements to the team.Develop future sales leaders through a program called Speed Up Women together with other female leaders (won the CEO Awards of 2023 as the project with most impact in People).

Florianópolis, Santa Catarina, Brasil

In charge of business growth for LATAM, reporting to the LATAM Business Development VP, working on expansion strategies to help Duda to grow within the LATAM Markets as well as Portugal and Spain, mostly for Agencies and SaaS business.Manage a senior commercial team, including: Marketing (Growth, Brand Awareness and Content), pre-sales (BDRs) and Sales (Mid Market Account Executives).As a commercial manager I care for the commercial operation within the LATAM squad, considering company policies and OKRs by quarter and by year.Hire, train, manage and motivate the team to assure company culture fit and retain top talents.Handle commercial partnerships, team OKRs, Sales Forecast, team performance reviews, enablement and career path. Lead 1:1s, team meetings and team buildings.Create and improve processes, coach calls and help the team to be more efficient with the sales pipeline.Analyze reports from Sales Force, SalesLoft, Domo, Hubspot and other tools to gather analytical information to support decisions. Analyze the whole funnel from MGL>MEL>MQL>SQL>SAL>Op>Won in order to achieve the best efficiency rates.DEIB Task Force Member (Diversity, Equity, Inclusion and Belonging).

Florianópolis

Manage a team of ~ 7 sales account executives (hunters) with focus in the acquisition of new partners for the RD partner program.-> 17 consecutive months of individual and team NMRR goals achieved-> Achieved an average of 141% NMRR goals within the period-> 0% undsired turnover, retaining top talents-> Scored 100% on 1:1 satisfaction, 1:1 execution and Team Happiness Index Analyze data and make reports to the Parnter Sales Manager about the team achievements with weekly, monthly and quarterly goals. Determine sales goals for each IC and the team as a whole. Inspire, train and motivate the sales team to reach their goals through personal and professional development. Provide recognition to top performers and stimulate the team growth. Determine opportunities to improve the team and the partner sales area communication to other leaders in the partner team. Interact with Marketing on biweekly meetings to discuss the lead gen strategies to the sales funnel. Daily interaction with the pre-sales leader and team to make sure the operation was all settled and smooth to assure MTD goals. Weekly meetings with other sales leadera to gather sales forecast and action plans.

Florianópolis E Região, Brasil

Manage over 130 marketing agencies, developing their business through a variety of strategical and sales trainnings.Inside Sale of the RD Station Marketing tool, boosting customers performance within the RD Partnership Program.Foster business growth based on the strengths and priorities of each channel. Develop each channel trough sales plan, briefing, development of new opportunities, pricing, strategies to scale, hiring of new staff, among others.

Florianópolis, Santa Catarina

- Worked for Midea to improve their Toshiba product storytelling for Malaysia, Thailand and Indonesia.- Developed sales strategies and recruitment for the Brazilian national sales team of Companhia do Azeite alongside with company owners;- Conducted a Marketing Research for Gatorade by EffectSport, with a blind test included to compare Gatorade versus i9 in Rio de Janeiro/Brazil - marathon;- Participated in a Market Research project for Tramontina by Allcon Consultoria in Rio Grande do Sul/Brazil.

Brasil

- Responsible for International Relations and expansion to new markets abroad.- Work closely with company owners to develop international Strategies.- Develop best practices with a worldwide market including Argentina, Paraguay, Bolívia, Costa Rica, Spain, Denmark, Australia, Egypt and Dubai.- Manage and support the company's key account portfolio as well as develop new Licensees to create a strong B2B customer base in accordance with established corporate parameters.- Responsible for the recommendation and implementation of sales strategies to increase the Company’s sales volume, distribution and expansion objectives in line with the Company’s mission of growing the business with Licensees worldwide.- Keep the board of directors and CEO apprised of key issues to maximize opportunities and deal with barriers.- Collaborate with Marketing Department to develop go-to market strategies that will complement sales strategies and promote company products utilizing effective methods to capture market share.- Maintain excellent relations with clients and continually build opportunity pipelines.- Design international contracts and work on a variety of new projects for new products and innovations.- In conjunction with Finances, support negotiations for trade conditions with International Licensees.- Develop and implement strategies geared to retain existing clients.- Assure that international contracts, works and payments are as agreed.

Puerto Rico

- Development of international markets such as US, Canada, Caribbean and others with e-commerce sales, overcoming stipulated sales goals; - Development and implementation of the Strategic Planning, Marketing Plan and Marketing Budget; - Responsible for managing multi-cultural teams in a variety of departments worldwide; - Managed and implemented marketing actions in Puerto Rico and US interfacing with designers and suppliers;- Develop and implement an effective selling strategy for the online business;- KAM of major online retailers such as HomeDepot.com, Lowes.com and Amazon.com;- Manage and achieve online sellers to work on a variety of online marketplaces;- Provide short- and long-term market forecasts and sales projection reports by directing market research collection, analysis, and interpretation of market data; - Create the Strategic Marketing Guideline to present to the CEO; - Contribute to marketing effectiveness by identifying issues that must be addressed, providing informations to define courses of actions, recommending options and implementing directives;- Coordinate numerous marketing projects during the year related to current products, new product development, social medias, promotions and others;- Achieve financial objectives by preparing and monitoring the annual Marketing budget, scheduling campaigns, analyzing results and initiating corrective actions;- Maintain marketing staff by recruiting, selecting, orienting, and training employees to assint on marketing, sales and graphic design areas;- Lead Cross-Training with different departaments of the company, consulting with internal and external sources whenever needed;- Monitor and maintain company’s presence on client websites and in client marketing materials.- Collaborate with Quality Assurance and Product Development to ensure successful launch of solutions for client issues.- Be aware of behavior of competitor products on existing and potential sales channel platforms.

- Advised consulting projects conducted by students, such as Business Plans and Marketing Researches;- Worked as Administrative Advisor of the board of directors on the Strategic Planning;

2008/2009: Marketing Researcher Consultant Analyst. Coordinated and executed market researches projects for large companies nation-wide in Brazil. Researches were both qualitative and quantitative, B2B and B2C;2007: Sales and Project Manager at the Marketing Research Department;2006: Administrative Coordinator (Marketing, Finances, Logistics, HR, Business Plan);

Created and coordinated a small company called Base Adventure (focused in radical sports);As a project manager I developed products, services, pricing, marketing, pre-sales and post-sales experiences as well as Lead a team of 5 people to ensure project quality and execution.

Master, International Negotiation

Mba, International Affairs

Double-Degree program with ESC Troyes - Ecole supérieure de commerce de Troyes, half semester in Brazil and half semester in France.

Bachelor, Business Administration

Final year - emphasis in Marketing. Senior Thesis: Relation between consumer loyalty and the 3 levels of share (of mind, of heart.

Certificate, Marketing Skills