Responsible for the direction of the commercial and marketing areas, strategic, tactical and operational performance of the commercial structure, developing the commercial policy, marketing model, sales playbook, indicators and B2B prospecting strategies.

Responsible for the direction of the commercial and marketing areas, strategic, tactical and operational performance of the commercial structure, developing the commercial policy, marketing model, sales playbook, indicators and B2B prospecting strategies.

Responsible for the strategic and tactical development of the main support pillars of the company (NOC, support, projects, consultancy and development / innovation).Main deliveries:• Participation in the review of commercial service contract models, eliminating gaps and increasing the contribution margin of contracts by 25%;• Mapping, review and design of the monitoring / NOC processes, incidents, requests and change management;• Elaboration of the procedures that support the processes, as well as the development of an EAD training model for the main operations and activities;• Development of indicators for all processes related to support;• Participation in the review of the model for reporting contracts to customers, generating greater visibility and understanding of the health of operations;• Participation in the development of strategic IT initiatives to support clients' strategic objectives.

Responsible for directing the after sales areas: Project management and systems implementation, customer support, program customization, outsourcing, EAD and Cloud.Strategic and tactical performance with senior management and coordinators. In the strategic scope, he was responsible for analyzing the SWOT of the area and conducting the preparation and ensuring the execution of the strategic planning, aiming to ensure its development, growth, continuity, achievement of results / goals and sustainability. Still in the strategic scope, it monitored the market, visiting customers to identify needs and opportunities, as well as assessing competitors for knowledge of new delivery models or service provision that could become threats to be considered in the review of planning or strategic initiatives. Sponsor and participant in the strategic initiative for the development of Customer Success in the commercial and services areas.Main deliveries:• 25% increase in service revenue per year through the creation of new services;• Achievement of contribution margin above 30% per year through review and rationalization of processes;• Increase in the share of the services pillar in the company's global revenue by 17%;• Responsible for changes related to customer support, including the implementation of a tool, process, procedure, indicators and service format that guaranteed a 20% increase in customer satisfaction and national and international partners;• Development of a book of processes and service indicators for the structuring project of international branches;• Development of indicators and processes for monitoring and managing implementation projects, focused on the operational results and performance of the operation;• Development of embedded offers for ITSM and Action Plan solutions, reducing costs and time to implement these solutions by up to 70%.

IT Coordinator at TOTVS S.A., responsible for infrastructure support projects and the team of infrastructure analysts and database, who supported all users of the unit and all ERP Logix customers.Main deliveries:• Development of service model initiatives and contract modalities, which increased the area's revenue by 28%;• Development of the IT master plan;• Structuring the methodology for serving internal users, increasing user satisfaction by 20%;• 17% decrease in the volume of calls, through the implementation of a knowledge base system;• Participation in the unit's analysis and critical mission review committee;• Participation in the infrastructure migration project when the unit moved from one address to another.