Paulo Marcos Pereira Dos Santos Email & Phone Number

Santa Catarina, Brazil

Florianópolis, Santa Catarina, Brazil

As the Co-Founder & Customer Experience Lead at Slikdesk, I am actively involved in shaping our customer experience strategy. I work closely with our team to understand and optimize the customer journey, ensuring that customer feedback informs our product development efforts.A key aspect of my role is the development of a robust customer voice program, aimed at capturing and leveraging valuable insights from our customers. These insights play a crucial role in guiding our product development roadmap, allowing us to prioritize features and enhancements that address the needs and pain points of our users.Additionally, I oversee the implementation of tools for omnichannel customer care, ensuring that we provide seamless and personalized support experiences across various communication channels. These efforts are driven by our commitment to customer satisfaction and success.In my role as Co-Founder & Customer Experience Lead, I focus on providing leadership, strategic direction, and hands-on involvement in refining our customer experience initiatives. This includes personally engaging in customer service activities to better understand and address our customers' needs.

Joinville, Santa Catarina

Slikdesk was born in 2014 from a simple yet innovative idea: to create workstations that adjust to the user's needs, prioritizing comfort and efficiency. As one of the four friends behind this vision, I joined in the conversation about the lack of height-adjustable desks in Brazilian offices, despite their prevalence in other markets.In 2016, we took the plunge and began investing in components to craft our first adjustable desk model. Extensive research into technology and supplier networks paved the way for the creation of our initial prototype.That same year, Slikdesk was selected for the "Sinapse da Inovação" program by the Santa Catarina state government, receiving crucial funding to accelerate production. It was also in 2016 that we made our first sale, validating our concept in the market.Since then, Slikdesk has experienced steady growth, emerging as a leader in the national market. Our product range has expanded to include various models, each with advanced technology aimed at enhancing workplace productivity and well-being.

Curitiba, Paraná, Brazil

As a member of the Leads2b executive team, I spearheaded the formulation and implementation of the customer success strategy across the organization. Leading dedicated teams focused on Onboarding, Customer Outcomes, Customer Support, and Customer Experience, we ensured seamless guidance for customers from their initial steps to achieving their desired outcomes. Additionally, we provided invaluable customer insights to drive company-wide decisions.During my tenure at Leads2b, the company achieved a significant milestone by successfully raising 20M BRL in a Series A investment round with Crescera. This accomplishment was a result of several enhancements implemented across the entire customer journey, ensuring a high Lifetime Value (LTV).Key operational initiatives executed by the Customer Success team contributing to this success included:- Establishment of a performance management program for customer success teams, linked to quarterly awards.- Implementation of new variable compensation plans to incentivize performance and drive results.- Introduction of the customer voice program and governance for customer experience reporting to prioritize customer feedback and satisfaction.- Definition of Customer Success Managers' service levels in alignment with P&L strategy and customer segmentation.- Implementation of a customer education program with dedicated resources to empower customers with knowledge and skills.This role allowed me to play a pivotal role in driving customer-centric initiatives and contributing to the company's overall growth and success.

Florianópolis Area, Brazil

- Senior contributor within the customer ops squad, specializing in direct customers, and providing support to Onboarding and Customer Outcomes leadership.Regularly reported insights to senior leadership and supported project plans by offering perspectives on systems and operations.- Advised senior leadership on budget execution and P&L management.- Key achievements include: - Designing and implementing new variable compensation models tailored for both Customer Success Managers (CSMs) and Leaders. - Supporting the CFY Customer Success budget exercise, which encompassed triggered and non-triggered expenses such as software RFIs, headcount growth, project expenses, and P&L management. - Designing and implementing new service levels targeted at advanced customers, taking into account both customer experience and unit economics (P&L).

Florianópolis Area, Brazil

- Oversaw the monitoring and planning of the Entry-Level customer success service level project, ensuring the successful progression of its next steps.- Reported directly to the Customer Success Advisors Team Leader.- Developed a triggered human touch point system aimed at facilitating the initial adoption of entry-level customers within the first six months of their journey.- Provided valuable support to team leadership by devising a tactical plan to enhance human touch coverage for the customer base, aligning with the annual targets.- Led the transition of the service level from a pool system to a portfolio system, which involved mapping and constructing the initial entry-level portfolios and assigning customers to specific Customer Success Managers (CSMs).

Florianópolis Area, Brazil

- Integral member of the inaugural team tasked with implementing a low-touch service level within Resultados Digitais.- As part of the Success Advisors team, facilitated success delivery to a vast number of small accounts, requiring adept written communication and project management skills to ensure customer care across multiple departments.- Implemented a scalable approach to success delivery by providing strategic written advice to entry-level customers within the existing support communication flow.- Collaborated closely with cross-functional teams including revenue, marketing, customer training, product, CS operations, and support to develop and deliver scalable solutions.- Reported to the Customer Success Advisors Team Leader.

Florianópolis Area, Brazil

- Led a team of 8 Customer Success Managers, focusing on enhancing customer experience, driving expansion, and improving customer retention rates.- Provided customer success training for team members and fostered team development to ensure continuous growth and improvement.- Reported directly to the Customer Success General Manager and collaborated closely with customer success, implementation, and sales management teams to align strategies and objectives.- Spearheaded the recruitment and training process for new employees, adhering to the Resultados Digitais' marketing methodology and customer success model.- Played a key role in defining customer success Objectives and Key Results (OKRs) and implemented them across the customer success operation to drive alignment and performance.

Florianópolis Area, Brazil

- Managed accounts, guiding customers through their initial experiences with RD Station, our SaaS marketing automation software.- Conducted thorough assessments of each customer's context and business objectives, providing tailored consultancy on inbound marketing strategies, including SEO, email marketing, media buying, content management, landing pages, lead management, and sales.- Reported to one of the Customer Success Team Managers.

Stockholm, Sweden

- Provided project support for the workplace transition across the EMEA region, ensuring hardware readiness by procuring nine thousand workstations for over 60 offices in 30 countries.- Managed migration scheduling, planning, and status reporting to facilitate a smooth transition.- Led project management efforts for IT Assets Decommissioning in EMEA, including vendor selection, contract negotiation, and financial management.- Acted as the single point of contact for this project, ensuring efficient communication and coordination.- Reported to the Workplace Transition Manager EMEA.

Joinville Area, Brazil

- Conducted IT process mapping and ensured compliance with corporate guidelines (ISAE3402 and ISO9001), while monitoring KPIs and analyzing data for process improvement.- Provided project management support to the IT team by customizing platforms such as Atlassian JIRA and Microsoft SharePoint.- Enhanced IT process compliance with ISO 9001 to level 4 (80% compliance) using ITIL resources and developed IT controls to facilitate the company's attainment of ISAE3402 type I.- Reported to the IT Manager.

Joinville Area, Brazil

- Managed the IT knowledge base and end-user communication utilizing Microsoft SharePoint, while also providing support in IT process management.- Reported to the IT Manager.

Joinville Area, Brazil

- Provided general support for IT infrastructure (virtualization, switching, and Active Directory) and end-user systems (Microsoft Windows).- Reported to the IT Manager.

Technologist, Systems Analysis And Development

Activities and Societies: Workshop: "RDF - Resource Description Framework",Workshop: "Web Services", Membership: "X Semana da Computação".

Technician, Information Systems