Pedro Monteiro Email & Phone Number

Lisbon, Pt

Lisbon Area, Portugal

Managing the Customer Success team, with strong achievements on improving CLTV and reducing churn.Achieved a churn reduction of 1% on 2022 on a 10M ARR.Implementation of Customer Success strategy, including customer segmentation, tailored engagement strategies, automation and playbooks.Full ownership of the hiring, training and management of the team.Continued management of strategic customer segment.Collaborating with C-level and other internal business leaders to achieve business goals and contribute to overall company objectives.Project Manager for CRM implementation.

Lisbon Area, Portugal

As a Senior Customer Success Manager, I am ensuring customers are realizing the full value from OutSystems products and solutions across their entire global enterprises.Key responsibilities:- Business, technical, and product knowledge;- Develop/execute effective success plans to drive customer outcomes;- Educate customers on how existing and new product features/functionality will contribute to the growth of their business;- Working closely with CS leadership to define and execute best practices for account management;- Working closely with Account Executives and Customer Success Engineers to identify and nurture customer renewal and growth opportunities to closure;- Acting as the Voice of the Customer; - Identifying and quantifying key factors for customer success and then communicates them effectively to drive the solutions provided by OutSystems;- Developing a plan to meet this criterion based on regularly cadenced communications with the customer (QBRs, Executive Meetings, etc.);- Bringing intelligent and relevant product feedback and recommendations from customers back to the Product Management team.

Lisbon Area, Portugal

Key responsibilities:- Deliver strategic account support by proactively maintaining high-level technical, operational expertise and understanding of industry trends;- Review support plan for business indicators and map to HPE service solutions;- Develop and grow assigned customer account relationships;- Act as trusted advisor in the consultant role for customer and HPE sales teams;- Deliver support solutions;- Provide suggestions for operational efficiencies;- Create and deliver Value Based Delivery (VBD) account plans for assigned accounts; - Lead Customer Expectation management as part of escalation process;- Give input to operational methods and programs that may affect the business management strategy in the geographic area.

Lisbon Area, Portugal

As an Account Support Manager I am responsible for developing and maintaining a strong relationship with my assigned customers. I am acting as the technical reference for customers in planning service improvements drawing on ITIL best practices (as a Subject Matter Expert). I promote and implement HPE support initiatives for Mission Critical customers and leading edge technology tools. I am also responsible for managing the actual service level compared with SLA targets, maintaining and improving budget (cost/revenues) to defined targets. And above all retaining customer contract renewals and maximizing upselling opportunities delivering an outstanding quality service.I own a Customer Centric Mindset Certification. Customer centricity is not just about offering great customer service, it means offering a great experience from the awareness stage, through the purchasing process and finally through the post-purchase process. It’s a strategy that’s based on putting your customer first, and at the core of your business. I am also acting as a Mentor for other colleagues worldwide to reach this certification.Technical skills:- HP-UX, Red Hat Enterprise Linux, SUSE, CentOS, Ubuntu- Network troubleshooting- Bash scripting- High Availability Clusters for SAP and Oracle integration - Disaster Recovery Solutions- HP Data Protector- Security Assessments - Security Hardening- Virtual environments (HP Virtual Machines, VMware)- Docker, Kubernetes Management Skills:- Budgeting (Harvard ManageMentor)- Business Case Development (Harvard ManageMentor)- Finance Essentials (Harvard ManageMentor)- ITIL v3 Certification

Lisbon Area, Portugal

As a Technical Support Engineer, I was responding to, resolving, and handling technical support calls ranging from basic user questions to issues requiring in-depth technical and problem solving skills. As needed, I was engaging with product engineering to expedite problem resolution, and deliver the highest levels of customer service and customer satisfaction for HP’s enterprise IT customers.