Description

Operations and Customer Success professional with over 8 years of experience in cross-functional team coordination and process optimization. Proven expertise in managing high-volume, time-sensitive tasks, ensuring service level

agreement (SLA) compliance, and dispatching tasks across global teams. Adept at analyzing operational data, identifying trends, and implementing preventive action plans to resolve recurring issues. Strong background in reporting and

performance analysis, with proficiency in tools like Excel and Jira. Experienced in improving workflows to drive operational efficiency and collaborating closely with internal stakeholders to enhance customer experience. Fluent in English,

Spanish, and Portuguese.

Languages

Portuguese
Native or bilingual
Spanish
Fluent
English
Fluent

Workplace preferences

Can work on-site

Valencia (up to 50km)

Superlógica Tecnologias
Senior Implementation Manager
September 2022 - May 2025 (2 years and 8 months)
Brazil
• Lead customer relationships from the moment they join the company, becoming their point person and establishing strong relationships with stakeholders and decision makers.
• Managed a portfolio of key accounts, ensuring high levels of customer satisfaction and retention.
• Conducted comprehensive client training sessions to maximize product utilization and efficiency.
• Developed and implemented customer success plans tailored to individual client needs.
• Conducted regular check-ins and reviews with clients to ensure their goals were being met.
• Analyzed customer feedback and data to identify areas for improvement and implemented solutions.
• Implemented ERP systems, enhancing overall operational effectiveness and data accuracy
• Collaborated with sales, product, and support teams to address customer needs and resolve issues.
• Monitor metrics, usage patterns and engagement levels, identifying upselling and cross-selling opportunities with the sales team.
• Conduct regular follow-ups to understand customer goals and challenges, offering customized solutions and services.
• Collaborate closely with development and product teams to provide feedback and contribute to the continuous improvement of our products.
SCond by Segware
SaaS Implementation Team Lead
March 2021 - August 2022 (1 year and 5 months)
Brazil
• Ensured the success of the team in every implementation across the Brazilian and LATAM markets.
• Created and organized the Implementation department within the company.
• Developed and implemented a robust process for onboarding new clients.
• Established clear goals and KPIs to monitor the performance and success of the department.
• Created personalized implementation projects tailored to the specific needs of each client.
• Developed the Implementation Playbook, a comprehensive guide of internal processes to ensure transparency and effective communication.
Segware
Junior Programmer
January 2019 - March 2021 (2 years and 2 months)
Brazil
• Ensured the technical vision and served as a bridge between the development, support, and end customer sectors. Excelled in creating comprehensive software documentation and user guides.
• Conducted functional tests on the company's software and applications to ensure quality and performance.
• Customized WhiteLabel applications to match each client's visual identity and branding requirements.
• Managed the uploading of customized applications to the PlayStore and AppStore, ensuring problem resolution and approval of releases.
• Created and maintained software release controls, highlighting new features and updates.
• Provided internal training sessions for sales and technical support teams on key aspects of the software.
• Engaged in bug analysis and issue tracking, ensuring effective communication and resolution between customers and the company.