Vanessa Oliveira Email and Phone Number
Vanessa Oliveira work email
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Vanessa Oliveira personal email
Hi, I'm Vanessa Oliveira, a result-driven Customer Success Manager passionate about cultivating powerful client relationships and turning customer journeys into success stories. With extensive experience at EliseAI, Localyze, TruePlan, and Informa/Omdia, I've streamlined customer success processes, enhanced client satisfaction, and driven significant account growth. I'm adept at automating systems for efficiency, developing client success plans, and crafting strategies for customer retention and upsell. I love getting creative with problem-solving and collaboration across various teams. With a knack for running, I approach each challenge as a marathon, not a sprint, continually pushing towards the finish line. But don't ask me about running unless you're ready for a long conversation! I'm slowly working my way to go the way of project management by studying and (eventually) obtaining the CAPM in May. Let's connect and make the customer experience better together. oliveirav09@gmail.com | 862.754.5200
Hubflo
View- Website:
- hubflo.com/servicecon
- Employees:
- 15
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Implementation And Customer Success ManagerHubfloNew York, Ny, Us
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Customer Success ManagerFiserv Jul 2023 - PresentMilwaukee, Wisconsin, Us -
Customer Success ManagerEliseai Feb 2023 - Jun 2023New York, Us -
Senior Account ManagerLocalyze Aug 2022 - Jan 2023Berlin, Be, De▪ Created Account Management/Customer Experience customer journey map and touchpoints for segment customers and implemented the new process into our CRM (Hubspot)▪ Created and implemented a case study process for the Account Management team that included steps for cross-department collaboration with product, sales enablement, marketing, and sales.▪ Created a customer monthly newsletter for product updates, Localyze updates, and retraining information (implemented September 2022) and currently has 45%+ open rate, and 22% click-to-open rate.▪ Owned a book of business with 47 clients ranging from $15k to $125k ACV▪ Created and implemented across the account management, customer experience, and sales team the escalation, win back, and churn playbooks due to growing forecasted market trend concerns. After implementation, 2 customers were won back within 45 days of churn▪ Using data analysis, I created 4 different ICPs for the Localyze account management team so we could customize the customer journey for their specific use case. -
Senior Customer Success ManagerTrueplan.Io Mar 2022 - Aug 2022San Francisco, UsAcquired by Localyze▪ Created over 7 new videos for onboarding and training reducing technical support tickets by 12% vs the previous month▪ Created and organized a client playbook for each client with personalized success plans and high-touch points for a period of one year▪ Worked with Customer Success team lead to define a “Customer Health Score” and created an algorithm taking quantitative data and qualitative data into account -
Manager, Customer Success - AmericasOmdia Feb 2020 - Feb 2022London, GbThe below CSM responsibilities plus the following: ▪ Managed the Americas Customer Success team of 3 direct reports – including recruiting, interviewing, hiring, and training▪ Created and implemented client digital marketing campaigns across the Americas team, leading to an increase in web views by 12%▪ Created new playbooks for the Americas region for onboarding, retention, and churn risks, leading to a 15% increase in NPS score and increasing retention rates from 83% to 87% in one year▪ Helped sales operations test new salesforce.com features and updates that were used across all Informa verticals. -
Customer Success ManagerOmdia Aug 2018 - Mar 2020London, Gb▪ Managed over $14.7 million in ACV across ~140 FAANG, consumer, service provider, and SaaS clients▪ Ensured a smooth handoff from sales and supervised the client during the onboarding process by handling over 22 demos a quarter▪ Delivered business reviews (QBR/EBR) with key client stakeholders, providing them with an engaging look at their usage with Informa▪ Implemented NPS scores for US customer success team to better measure product success▪ Became a product advocate in Omdia/Informa, and collaborated across multiple teams such as product, sales, marketing, and sales enablement▪ Identified key areas for upsell and cross-sell and worked with the account management team to increase year-on-year ACV▪ Established and maintained strong relationships with key stakeholders (consultants, analyst relations, etc.)
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Office Manager / Operations CoordinatorFeedback Loop, By Disqo F/K/A Alpha Sep 2016 - May 2018▪ Oversaw and supported all administrative duties within the office by scheduling meetings, organizing office layout,building relationships with third-party vendors, and budgeting all expenses to fit monthly expense budget.▪ Coordinated and worked with data and product teams in sourcing users for user research by creating email campaigns,creating qualification surveys, and creating playbooks for internal sourcing processes.▪ Monitored all operational functions to ensure fulfillment of user research in a timely fashion▪ Oversaw Zendesk support and monitored social media to keep SLA of participants to under 24 hours▪ Assisted in preparing materials for presentations and meetings
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Assistant Account AssociatePersonal Risk Management Solutions Sep 2015 - Sep 2016New York, Ny, Us▪ Assisted with obtaining reports and meeting with clients regarding claims, risk management, and safety; to be done monthly or quarterly, as necessary▪ Facilitated seminars, educational materials, training, and group meetings as requested, in cooperation with Account Managers▪ Liaised between client and carrier and between client and P&C agency staff on escalated service issues and problem-solving, assuring clients their concerns remain active until verifiably complete and confirmed▪ Became proficient in the P&C system, specifically log activities to document client meetings, carrier follow-up, service issues, establish follow-up date(s), and daily manage follow-up in the P&C system. ▪ Provided administrative support on other tasks as they arise, such as assigned special projects, development of new ideas/services and other projects, as requested▪ Competent with the various resources and tools designed to provide client/prospect solutions for risk mitigation, total cost of risk identifier, etc▪ Controled and coordinated the implementation process of new business and renewals, including renewal meetings, onboarding, and delivery of administrative resource materials -
Administrative AssistantPersonal Risk Management Solutions Sep 2014 - Sep 2015New York, Ny, Us▪ Helped Account Associates in discussing and assessing clients’ current and future insurance needs by researching andputting together presentations.▪ Built and maintained relationships directly with insurance providers to earn favorable policy terms and costs for clients.▪ Set up and maintained accurate and complete client data in the CRM, including documentation and management ofactions items and client communications according to procedures▪ Prepared quotes, coverage summaries, proposals, and recommendations needed to ensure clients understood theircoverage.
Vanessa Oliveira Skills
Vanessa Oliveira Education Details
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Rutgers UniversityHistory
Frequently Asked Questions about Vanessa Oliveira
What company does Vanessa Oliveira work for?
Vanessa Oliveira works for Hubflo
What is Vanessa Oliveira's role at the current company?
Vanessa Oliveira's current role is Implementation and Customer Success Manager.
What is Vanessa Oliveira's email address?
Vanessa Oliveira's email address is va****@****dia.com
What schools did Vanessa Oliveira attend?
Vanessa Oliveira attended Rutgers University.
What skills is Vanessa Oliveira known for?
Vanessa Oliveira has skills like Marketing Automation, Customer Relationship Management, Customer Engagement, Account Management, Project Coordination, Event Planning, Research, Budget Management, Inventory Management, Scheduling, Invoice Processing, Project Management.
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