Rafael Freitas Email & Phone Number

São Leopoldo, Rio Grande Do Sul, Brazil

Rio Grande Do Sul, Brazil

TEAM OPERATIONS• Manage strategic ongoing changes within the organization and team• Capacity and resource planning/management• Adherence and continuous optimization of internal processes• Stakeholders’ management & collaboration (internal and external)PEOPLE MANAGEMENT• Recruiting, onboarding, coaching, and developing team members • Strategic and tactical initiatives to improve team performance• Headcount planning• KPI setting, monitoring and reporting • Employee engagement promotion, evaluation and follow-upCUSTOMER SUCCESS MANAGEMENT• Manage business goal-based engagement outcomes with assigned customer base • Customer escalations point of contact• Sponsor regional and global SAP strategic projects• Data analysis and reporting activities• Drive customer engagement improvements

São Leopoldo, Brazil

TEAM OPERATION, PLEOPLE MANAGEMENT &r CUSTOMER SUCCESS MANAGEMENT DELIVERY with the following main achievements: • Roll out new Customer Engagement Model in line with SAP’s Next Chapter of Customer Success Transformation for global SAP Customer Enablement Centre.• Drive change management for global SAP Customer Enablement teams.• Build and foster active collaboration cross teams such as Customer Success Partners, other Success Centers, Go to Market Teams, Premium Engagement etc. leveraging synergies and fostering improvement opportunities.• Lead and manage the successful integration of 2 independent SAP Enterprise Support teams across LAC (Brazil, Mexico, North & South) into the global SAP Lifetime Customer Experience (LCX) team.• Drive mindset change and upskilling of teams in SAP Cloud Solutions areas as well as their integration with SAP ERP Business Suite applications.• Full functional and HR responsibility of large teams in 4 sub-regions (Brazil, Mexico, South and North) including organizational budgeting and resource planning.• Liaison with ASUG (SAP User Group) in the Latin America region to support the coordination of their SAP Enterprise Support events’ agenda (to organize, host and present the topics in such events).

Sap Labs Latin America - São Leopoldo/Rs, Brazil

TEAM OPERATION, PLEOPLE MANAGEMENT & CUSTOMER SUCCESS MANAGEMENT DELIVERY with the following main achievements: • Lead SAP Enterprise Support team in LAC, and SAP ERP Business Suite customers through the transition to SAP evolving Cloud Solutions.• Development of new role profiles and required skillsets for strategy achievement.• Assemble the first CSM team in LAC (SAP SuccessFactors), from recruitment to ramp-up and operations of the new CSMs to deliver Preferred Success Advisory in Brazil, Chile, Colombia, and Mexico.• Increase visibility and collaboration across other SAP teams such as Account Executive (AE) and extended account teams (VAT), Service & Consulting, and Maintenance Go-To Market (M-GTM).• Full functional and HR responsibility for a large team of FTEs, leading and developing a world class integrated team of Customer Success Managers and Enterprise Support Advisors who delivered and supported Latin America customers from Mexico to Argentina. • Support mission critical escalations from a vast number of customers in the region as main front office team for Enterprise Support and PSLE customers without Premium Engagement.• Part of the Leadership Team of SAP Labs Latin America office in Sao Leopoldo and key supporter of its growth through the hiring and development of young talents to staff the growing Cloud Lobs’ positions (SFSF, Concur, Ariba, Fieldglass, CX, BTP etc.), digital hubs etc.• Since 2012 supporting ASUG as liaison and speaker, representing SAP´s Digital Business Services organization for all Enterprise Support & large enterprise customers in the Americas.

São Leopoldo - Brazil

A Support Advisor helps customers to manage technical risk in all phases of the SAP application lifecycle by providing them with access to SAP Support tools, methodologies, continuous business improvement and innovation through a tailored support engagement and portfolio. The Support Advisor is also the main channel into the Global SAP support backbone and other relevant SAP departments.CUSTOMER SUCCESS, INNOVATION AND VALUE REALIZATION • Drive execution of goal-based customer engagement and personalized engagement governance• Mass delivery portfolio opportunities• Position cross innovation topics to solve customer needs ensuring customer innovation projects are successful using SAP technologies and best practices• Develop relationship as a trusted advisor between SAP and the customerCUSTOMER SUCCESS, INNOVATION AND VALUE REALIZATION • Drive execution customer engagement with focus on business value outcomes • Mass delivery of support portfolio opportunities • Position cross innovation topics to solve customer needs ensuring customer innovation projects are successful using SAP technologies and best practices • Develop relationship as a trusted advisor between SAP and the customerPROJECT AND FUNCTIONAL LEADERSHIP/MANAGEMENT• Market Champion for Central America: leading customer assignments, coordinating team workload and ecosystem collaboration• Work with high profile, strategic customers• Drive regional SAP strategic projects and events• Mentoring and coaching junior colleagues cross-organizations• Reporting activities• Drive process improvement

Mba, Administration

Activities and Societies: MBA exchange experience in UK (Oct-2009). Main subject analysis: Innovation & PMI.

Law, Business & Labor Law