As a Customer Success Team Leader, I work closely with customer support teams, marketing departments, and other internal stakeholders to ensure that all aspects of the business are working together effectively to provide an exceptional experience for customers.Key Responsibilities:- Lead, mentor, and motivate a team of Customer Success Managers (CSMs) to ensure they meet and exceed their customer success goals.- Manage the team's goals and objectives, always achieving the best outcomes and team operation.- Build strategies to improve business processes and scalability.- Lead the engagement process successfully, ensuring a wonderful initial setup experience for new clients from end to end.- Create strategies for upselling and retention.- Develop and execute strategies to drive product adoption and ensure customers are fully utilizing our solutions.- Collaborate with cross-functional teams, including sales, services, software, product, and support, to align strategies and initiatives for each account.- Establish strong relationships with executive-level sponsors and key stakeholders within customer organizations.Skills and Competencies:- Excellence in leadership and mentoring skills.- Ability to manage multiple priorities and teams.- Strong results orientation and customer focus.- Skill in developing and implementing effective business strategies.- Excellent communication and interpersonal skills.

As a Customer Success Specialist, I ensured customer satisfaction and success throughout their journey. With solid experience in software renewals, services, and SaaS, I proactively worked to ensure that customers derived maximum value from our solutions.Key Responsibilities:- Managed the customer journey from onboarding to renewal, ensuring a positive and continuous experience.- Conducted detailed onboarding sessions for new customers, ensuring a smooth and effective integration.- Maintained and strengthened relationships with a portfolio of accounts representing over USD 1.5 million in annual revenue.- Identified upsell and cross-sell opportunities, contributing to customer and company growth.- Monitored and analyzed customer success metrics, implementing continuous improvement strategies.- Tracked solution adoption by customers, demonstrated ROI, and acted as the focal point for escalations.- Collaborated with internal teams to resolve issues and meet customer needs efficiently.- Managed large enterprise clients, ensuring their needs were effectively met.Skills and Competencies:- Excellent communication and interpersonal skills.- Ability to manage multiple accounts and priorities simultaneously.- Deep knowledge of SaaS solutions and experience in software and service renewals.- Results-oriented with a strong customer focus.

Responsible for managing the product training services business unit at Rockwell Automation Brazil - from pre sales (technical qualification), order entry, operations, delivery, results, problem solving. Order to Cash Process ;Commercial Support for Distribution Channel: Focal point at the interface between the business unit and distributors / customers;Support to enable Rockwell Automation Sales Force and Distribution Channels in trading, opportunity development, pricing, discount request, margin analysis – P&L.

Responsible for the administrative management of the training and field service engineer business unit:Customer Service;Order entry (pre-analysis of the contract and purchase order);Backlog management, revenue and billingControl of costs and expensesProfit and Loss Statement Reports

Responsible for scheduling training at the Rockwell Automation Training Center in São Paulo:Receive registration and send confirmation to the customerProvide subscribers information so that logistics meets the required necessityContact the customer in case of cancellations, transfersManagement of contracted suppliers:To quote suppliers with best priceMake purchase requisitionsReceipt of invoicesInterface with internal customers (purchasing / accounts payable)

Assist in intern activities:Execute vendor payment requestsCustomer reservations - training servicesControl of internal /external concessionsInvoice Submission for consignment of loan of materials and equipment

Perform customer service and reservations for national and international customersContact personal and corporative customers to provide information on vehicle leases via telephone and in-store;Price search, quotes and package negotiation.Monitoring and renewal of contracts, notification of traffic violation and others.

Assist in administrative routines.