Senior Account Manager

• Sep 2023 - Present

Customer Success Specialist

• Apr 2023 - Present

As a Customer Success Specialist, my role is to ensure the success and satisfaction of customers at every stage of their journey. I work closely with our clients, providing strategic consulting sessions, building strong relationships, and understanding their goals and challenges to provide personalized support. My primary objective is to help customers derive maximum value from our products/services by acting as their main point of contact and offering expert guidance. Additionally, I contribute by producing and disseminating content about our solution across all areas of the company.Key responsibilities include:- Establishing and maintaining strong relationships with customers, serving as the primary reference for strategic consulting.- Assisting in the implementation of strategies during the onboarding process for new customers, ensuring a smooth and successful implementation.- Providing training and educational resources to help customers maximize their use of our products/services.- Acting as an advocate for customers within the company, representing their interests and needs.- Collecting customer feedback and working closely with internal teams to drive continuous improvements and enhancements. Show less

Customer Success Coordinator

• Aug 2022 - Mar 2023

As a Customer Success Coordinator, my role is to lead a dedicated team in ensuring customer satisfaction and success at every stage of their journey. I work closely with our customer base, overseeing and guiding the team to provide exceptional and strategic support. My main objective is to ensure our customers achieve their goals and derive maximum value from our products/services.Key Responsibilities as a Customer Success Coordinator:- Supervise and support a team of customer success specialists, providing training, guidance, and ongoing feedback.- Establish and maintain strong relationships with key customers, acting as the main point of contact for their needs and demands.- Collaborate closely with other internal teams such as sales, marketing, and product development to ensure customers receive the appropriate support and attention.- Develop personalized strategies for each customer based on their specific goals and challenges, aiming to optimize their experience and success with our products/services.- Monitor customer performance, analyze metrics, and identify growth opportunities, upselling potential, and contract renewals.- Resolve customer inquiries, concerns, and escalations in a prompt and professional manner, ensuring proper resolution of issues.- Collect customer feedback and communicate it internally to drive continuous improvements in our products, services, and processes.- Stay updated on industry trends and customer success best practices, constantly seeking to enhance our strategies and approaches. Show less

Customer Success Manager

• Aug 2021 - Jul 2022

As a Customer Success Manager, I assist our clients in achieving success in their business. My goal is to ensure that each client has an exceptional experience and obtains the maximum value from our products and services.Key Responsibilities:1. Onboarding and Implementation: I work closely with clients from the beginning of their journey, ensuring a smooth and successful transition to our solutions. I help configure the system according to each client's specific needs and provide personalized training.2. Account Management: I am the primary point of contact for clients and establish strong and trusted relationships. I proactively monitor clients' progress and performance, identifying possible areas for improvement and upselling opportunities.3. Technical Support: I collaborate with the technical support team to ensure that clients' issues are resolved quickly and efficiently. I act as a customer advocate, ensuring that their concerns are heard and resolved appropriately.4. Analysis and Feedback: I regularly analyze clients' data and metrics to assess their progress and identify optimization opportunities. Based on this analysis, I offer customized recommendations and strategies to maximize the value our products and services can provide to clients.5. Renewals and Expansions: I actively work to ensure the renewal of clients' contracts by communicating the ongoing value of our solutions. I identify business expansion opportunities, taking into consideration clients' needs and objectives. Show less

Customer Support

• Aug 2011 - Aug 2021

As a customer support representative for a healthcare management software company, I am responsible for providing expert assistance and exceptional customer service to clients using our software solutions. My role involves resolving technical issues, answering inquiries, and providing guidance on the effective use of our healthcare management software. I work closely with clients to understand their specific needs and offer customized solutions to optimize the utilization and efficiency of our products. Furthermore, I ensure customer satisfaction by building strong and lasting relationships. Through clear and empathetic communication, I strive to understand clients' concerns and challenges, and diligently work towards resolving any issues or difficulties that may arise. I am also responsible for gathering customer feedback and conveying it to the development team, so that we can continuously improve our software and provide an even better experience for our users. As a member of the customer support team, I play a crucial role in ensuring that our clients derive maximum value and benefit from our healthcare management software, providing them with the necessary support to achieve their goals and navigate the challenges of the healthcare industry. Show less

Communication and Marketing Analyst

• Jan 2010 - Aug 2021

Development of projects with some companies in the Vale do Paraíba region, involving various services such as: administration of social networks; content production; paid traffic; digital marketing planning; visual identity. Development of projects with some companies in the Vale do Paraíba region, involving various services such as: administration of social networks; content production; paid traffic; digital marketing planning; visual identity.

Marketing Accessor

• Apr 2011 - Jul 2011

Support in internal and external communication actions, in the holding of events, promotional campaigns and in the development of various projects aimed at customer satisfaction and improving the company's image. Market analysis to identify business opportunities and follow-up of competitors' actions to guide publicity campaigns. Promoting the relationship with the company's customers from pre-sales, prospecting to their loyalty. Creation of company and area presentations, creation of banners, promotional materials, as well as maintenance of the company's website contents. Show less

Graphic designer

• Jan 2008 - Dec 2010

Creation of visual communication projects for the service offered by the company, including the formatting of the "Guia Vale" product, as well as the treatment of images and texts for the web.

External Salesman

• Sep 2007 - Dec 2007

Responsible for contacting and visiting customers in the region of Taubaté/SP, negotiating the price of the product, negotiating the term, payment terms, discounts, monitoring the delivery of the product and performing after-sales.