Especialista de produtos

• Aug 2020 - Present

Customer Success Lead

• Jul 2020 - Present

Customer Success Manager

• Jun 2019 - Apr 2020

Partner Success Manager

• Mar 2018 - Nov 2018

Customer Success Manager

• Jul 2017 - Jan 2018

Contentools is an online platform for Content Marketing management and automation. It's purpose is to be an all-in-one solution to plan, create, distribute content and analyze the results of the digital strategy.My main responsibility as Customer Success Manager was to ensure that our clients reaches their goal outlined in the content strategy with high efficiency by seamlessly using the Contentools platform. My assignments in the CS area were:* Following up onboarded clients, ensuring their engagement with the software understanding, as well as the company's processes;* Mapping success index of content marketing strategies for each customer clusters, considering their internal operational and goals;* High-touch interactions with ICPs;* Mapping and tracking customer journeys;* "Sell" Contentools platform every day, ensuring that the customer understands the software value;* Tracking the customer health score;* Tracking of the NPS;* Contact detractors, listen their feedbacks and develop actions to re-engage unhappy customers;* Develop “thank you” campaigns for promoters;* Receive feedback from neutral customers and work on campaigns to increase their satisfaction;* Create, implement and suggest processes to contribute to the customer experience, both in CS area and the Contentools platform as a whole;* Establish a close relationship with the Product team, bringing the customer voice and needs to their knowledge;* Establish tangible - but bolds - KPIs for the Customer Success area aimed at increasing company revenue through clientes retention;* Fight churn rate with all my strength. Show less

Project Manager

• Oct 2016 - Jul 2017

For some strategic clients Contentools offers a concierge service, which includes the management of their content professional team and digital strategies.As Concierge Project Manager my tasks were:* Help planning digital strategies by mapping and reviewing the client pre-existing digital communication and campaigns, * Establishing milestones (based on the OKR methodology) for the digital strategy and the software use, measuring client success throughout the project;* Assemble teams of content professionals (writers, editors, content managers, designers, translators,etc) for each project;* Set up project workflow;* Determine briefing templates and content guidance; * Estipulate project schedules and agenda;* Manage team payment;* Establish specific communication for each project, creating newsletters to keep the team informed about and engaged. Every week the team received an email with infos about the client, their market and results, platform and project updates;* Organize webinars and conferences with the team to feedback and to discuss the project evolution; * Ensure that the content distribution and promotion follows precisely calendar approved by the client;* Analyze results using solutions like SimilarWeb, SemRush, Google Analytics, WebSEO, RDStation.* Report those results and progress to the client;* Create a personalized communication, using relevant content about the client's market, digital marketing, news about the platform and the team, general news about your market and proposals for co-marketing.Over all, I participated in over 10 projects, such as:Ticket Services S / AOLXGroup All,Microsoft,Unisul,Unoesc,Digitalks,Zendesk. Show less

Community Content Manager & Headhunter

• Dec 2014 - Sep 2016

One of the most popular features of Contentools is the Marketplace, a community of content marketing professionals, as such as editors, editors, content managers, designers, translators, video makers, photographers, illustrators, etc.My responsibilities as Community Manager was:* Build the community identity of and its pillars;* Establish a clear communication with professionals;* Empower each specialist on good practices in content marketing;* Recruit talents;* Promote integration between professionals and clients;* Create newsletters, webinars, seminars and courses to enhance the community's knowledge of the Contentools platform and news in Content and Digital Marketing;* Matchmaking between clients and community professionals;* Punctuate with the product team changes and necessary features to the community.Over all, I:* Managed a community with more than 2,000 professionals;* Have personally recruited more than 200 copywriters, editors, designers and content managers;* I created a group of exchange of experiences and opportunities in digital marketing with more than 2492 members (goo.gl/oyhkWtcontent);* I made more than 300 matchmakings between clients and content professionals. Show less

Editora de conteúdo

• Jul 2014 - Dec 2014

Reporter

• Feb 2013 - Sep 2014

TV Producer assistent

• Mar 2012 - Jan 2013

Alesc TV is a public news broadcaster of the Legislative Assembly of Santa Catarina. The station combines programs of their own production and external productions. The channel aims to portray the community and culture of Santa Catarina, as well as updates in the state and national political scene. My assignments as a production assistant in the television department (TVAL) were: * Create guidelines for Your Law, Assembly Journal and Attitude programs; * Advise reporters on field trips; * Search for characters for stories and special subjects; * Help in editing matters for the Journal of the Assembly. Show less