Customer Experience - Contact Center - Improve your customer experience KPIs with Talkdesk's AI-infused omnichannel cloud contact center

Jérémy Carvalho

SugarCRM

I bring a wealth of experience and expertise in driving strategic initiatives that foster long-term client relationships and accelerate business growth across contact centre, unified communications and CRM technologies. 

Through collaborative consultation with partners, I'm well placed to leverage SugarCRM's cutting-edge technologies to optimise business processes, enhance customer engagement and drive revenue generation.

I am passionate about cultivating strong partnerships built on trust, transparency and mutual success. And am excited about the opportunity to make a meaningful impact in the dynamic world of CRM as an Account Director at SugarCRM. 

Let's connect to explore how we can collaborate to achieve your business objectives and drive unprecedented success.

Account Director

Talkdesk

🏆 First sales executive hire in the region as part of the foundation team for Talkdesk Australia (Contact Centre technology vendor). Tasked with hunting net new logos for Australia and New Zealand, unencumbered by verticals or location.

🎯 Responsible for creating opportunities and pipeline generation through contacts/networks, tenders, partners and prospecting; in conjunction with SDR (sales development representatives) and marketing efforts.

🤝 Led multi-stakeholder, complex sales processes from inception to successful conclusions, leveraging Solutions Engineers, Product, Engineering, RFP, Value Consulting and Marketing teams.

🌏 Created sales territory plan, aligning to management’s sales vision and executed on agreed strategy.

🙌 Presented and communicated Talkdesk as a new entrant to the market through various trade shows, webinars, round-tables and customer engagements. 

SKILLS
Prospecting and Lead Generation 
Multi-threaded Business Development via direct, partners, in-person, marketing and social selling
Complex sales cycle management
Strategic account development
Upselling and consultative solution selling
Relationship/Stakeholder Management
Customer-oriented
Contact Centre technology experience (SaaS)
Professional Communication & Strategic Thinking
Objection Handling
Project Management
Negotiation & Closing

Senior Account Executive - Net New Business & Growth

Alvaria, Inc.

• Successfully grew and managed the portfolio for Contact Centre and CX solutions across Asia Pacific, with focus on Australia and New Zealand.
• Effectively delivered values and functionalities of key solutions tailored to customer process and challenges.
• Collaborated with multiple teams to bring the full potential of solutions through consultative selling approach, including bringing innovative ideas to customer's problems and being customer focused.
• Designed and delivered custom product demos to successfully uncover and address gaps in business for prospects and customers.
• Oversaw and delivered cloud implementation for mid to large enterprises in the Australian market.
• Continuous engagement with customers as account manager post-delivery for the project, with the aim of managing the accounts as well as cross and upselling.
• Actively involved in drafting responses to RFP/RFIs and communication.
• Delivered exceptional account service to strengthen customer loyalty.

Technology stack: Gamification, Contact Centre, Speech Analytics & workplace management
> Noble Systems was acquired by Aspect Software in May 2021 and became Alvaria.

Enterprise Account Executive

Edge Electrons

Edge Electrons was an energy technology company that manufactured products to combat excessive high energy changes for the commercial and residential sectors. They have since pivoted to a smart energy technology for residential monitoring.

Channel Manager

Edge – Platforms | Rewards | Insurance

Partnerships Manager (Lifestyle Rewards) - Contract role

Carey Communications, Self Employed

I tailored solutions specifically to my client's requirements, providing consultative services for SME businesses to grow sales channels, with a focus on marketing activities and strategic partnerships. 

Services included:
•	Providing new business development and sales growth strategies. (Eg: prospecting, new business development, lead generation and sales pipeline management)
•	Providing marketing strategies for client acquisition through digital/social solutions.
•	Insights into customer experience and journey, account management and stakeholder engagement.
•	Streamlining and automation of business processes and procedures to increase smarter work efficiencies.

Sales and Business Consultant

Palace Cinemas

Palace Cinemas is an Australian film distribution and exhibition company with locations in various Australian capital cities. This role provided me with the opportunity to grow and develop in strategy, sales, product development and relationship management. 

I found valuable challenges during my time here including spearheading the digital e-voucher platform transforming the way movie goers purchased tickets. I worked alongside the IT and Finance departments, effectively enabling the business to capitalise on the consumer’s need to purchase movie tickets electronically and realise significant sales revenue. 

This involved overseeing:
- Hardware implementation
- Stakeholder management
- e-voucher design
- Site roll-out 
- Risk management

I find energy in being a part of a sales process and found significant success in identifying new business partners and actively pursuing leads which converted into winning major accounts. 

I also project-managed significant national business relationships, across all internal departments and external stakeholders, ensuring compliance and governance of all contractual agreements. This translated to working closely with key sponsors' advertising and media agencies through to campaign and implementation and support at the box office.

National Sales and Strategic Partnerships Manager

HORNER Recruitment

At Horner, I was brought into manage the strategic growth of the Horner Recruitment brand. 

I was engaged to help the business grow strategically by identifying new markets and clients through multiple channels across all locations. 

Through networking functions, I built brand awareness and capitalised on opportunities, resulting in Channel 7 News using Horner Recruitment as experts in a story about “Dream Jobs.” I also wrote a monthly blog for Westpac’s Ruby Connection on a variety of HR related topics, reaching an audience of 2 million women Australia-wide.

Business Development Consultant

McArthur Ridge Wines

I was responsible for the Australian distribution and strategic account development for Dan Murphys and David Jones. I worked in partnership with the owner of McArthur Ridge Wines and helped grow the product into a nationally recognised brand.

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The Battle

Jérémy Carvalho

Ineke Carey

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