Felipe Guerra Email & Phone Number

State Of São Paulo, Brazil

Joinville, Santa Catarina, Brazil

Florianópolis, Santa Catarina, Brazil

Pro Bono mentoring for early-stage startups with a focus on Go-to-Market, Operations, and Revenue.

São Paulo, Brazil

With a mix of strategic planning, project management, product management and problem solving skills, my main goal was to help enterprise-level companies achieve new performance highs through their digital products, formulate growth strategies and solve customer engagement and customer experience issues along the customer journey.Milestones in the 4th quarter of 2021:- 221,95% above the MRR Expansion ​goal- 35,8% above the Net Revenue Churn goal- 33,3% above the Logo Churn goal- 6,4% above the Net Dollar Retention goal- Relationship building and engagement with enterprise clients and key stakeholders (C-levels, Board of -Directors, VPs, Managers, etc.)- Complex negotiations- Contract management- Driving and executing expansion strategies (Cross-selling and Up-selling)- Creation and execution of success/impact plans- Creation and execution of workshops and training sessions, either in-person or remote, across different departments and BUs, such as: Product Mindset, Product Metrics, OKRs, Customer Centricity, Product Marketing, among others.

Brazil

https://www.ementor.com.br/mentor/ofelipeguerra/Structuring CS operations (any niche or market vertical), organizing knowledge management, designing processes and playbooks, customer journey, service blueprint, operationalizing account expansion pipelines, creating managerial and operational dashboards for support and CS, hacks to implement and better extract results from everyday operation tools, such as Helpdesks, Dashboards and CRMs, building departmental KPIs (with commonly used frameworks), managing high-performance teams, creating IDPs, conflict management, among other points.

Florianópolis E Região, Brasil

- Managed 4 different teams: Customer Success Managers, Implementation Success Managers, Product Specialists and Integration Project Managers;- Controlled churn and revenue metrics trough the pandemic;- Kept customer satisfaction metrics above the historic average;- Developed other leaders among the team;- Implemented a new CRM tool to the Customer Experience team, wich is fully integrated with our platform, ERP and Marketing/Sales CRM.- Structured the tech-touch approach for our customer base, such as our LMS tool and e-mail/notifications.- Managed the team headcount and grew the team from 8 to 17 employees to supply company growth.

Florianópolis, Santa Catarina

Onboarding of new clients (front-office activities - meetings, calls, etc. - and back-office activities - creating schedules, templates, etc.)Account risk management: churn reversal, renegotiations, down-sellOne-on-ones with the teamTraining and development of other leadersInterface with the sales and product teams to optimize SLAs and interdependent routinesProduction of training materials for internal and external use

Florianópolis Area, Brazil

Brazil

Caxias Do Sul Area, Brazil

Member of the Technical Staff of the Professional Football Department at E.C. Juventude, responsible for producing video and/or slide presentations on opponents' tactical organization, individual player analysis, analysis of Juventude's own games and training sessions, motivational videos, highlight reels of players, and post-game scouting reports with individual and team performance metrics.

Caxias Do Sul

Caxias Do Sul Area, Brazil

Mba, Strategic Management And Planning

Bacharel, Advertising

Técnico, Administração De Empresas