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.

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.

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.

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.

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.

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.

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.

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.

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.

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%.

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