Lative

Customer Success Manager

Coaching Close To You

Personal and Business Coach (Founder) 

ClickUp

I joined ClickUp as a Customer Success Manager for EMEA. After six months, given my outstanding performance saving at-risk accounts and proving the platform’s value, I got promoted to Senior Customer Success Manager.

•	Partnering with customers, I identify their goals and work together on a CSP outlining essential metrics and KPIs to track their progress relating to their adoption and to ensure the tool is delivering value and serving its intended purpose and aim 
•	Delivered EBRs to strategic customers, driving awareness of crucial usage data, understanding customer 
•	Supported the ClickUp CSM handbook creation and best practices established, setting the basis for the team expansion
•	Responsible for retaining almost 2m in ARR spread alongside thirty accounts in EMEA

Achievement: Responsible for saving the most significant number of accounts in Q2. I saved five accounts in different industries, leading the way and setting the best practices, which later got replicated by my colleagues.

Senior Customer Success Manager

Autodesk

•	Responsible for the success of BIM 360 Design within 21 countries across 2 GEOS 
Be the primary driver for customer renewals by engaging customers to drive usage and adoption of BIM 360 Design solution in the onboard, adopt and renew space 
•	Ensure subscriber health KPI´s, monitoring usage data and renewal dates 
•	Responsible to drive and close renewals within assigned opportunities (21 different countries LATAM/South Europe)
•	Promotes overall customer satisfaction, BIM 360 Design adoption, retention, and renewals 
•	Handle all assigned incoming BIM360 activation/onboarding requests 
•	Work with programs team to document best practices and workflow, including updating of internal work instructions 
•	Assisting “at-risk customers” with product adoption and problem-solving 
•	Identifying opportunities to expand relationships

CSM BIM360 Design

•	Project & Program Management
• EBA Token Sizing and Pilot Data Analysis 
•	EBA's Project Execution - Ensure operational efficiency between the different departments involved within the stablished time frame
•	Identifying, standardizing & digitizing Technical Solutions processes across industries and geographies 
•	Effectively leverage Autodesk Named Account sales processes, tools, methodologies and internal processes to maximize sales opportunities
•	Process coordination to determine the services resourcing mix for the Consulting projects
•	Collect & disseminate knowledge sharing, documents & best practice within the Technical Solutions Team. Develop, monitor & update the knowledge sharing infrastructure to best inform & connect the Technical Solutions Team
•	Support the Technical Solutions Executives, the extended teams and managers in EMEA (Around 60 people) 
•	Be the reference between the Technical Solutions Team & the wider Autodesk family on one off internal initiative
•	Maintain onboarding documentation. Assist in the internal training & onboarding of new hires to the Technical Solutions Team

Technical Solutions Program Executive - EMEA and ANZ

Veritas Technologies LLC

•	Responsible for a pipeline of 2.5 million.
•	Manage Commercial and Enterprise pipeline and identify opportunities for upselling and exceed customers’ expectations (Iberia Market)
•	Identify new opportunities for current customers
•	Support Veritas partner channels with renewal information and ensure that they constantly deliver on our expectations by confirming with end-user all aspects of the operations
•	Active contribution to achieving personal and team objectives as well as build team spirit
•	Monitor and ensure manually booking process is completed with success
•	Engage in weekly meetings with management for pipeline revisions and forecasting  
•       Use Salesforce to manage and control pipeline

Renewals Account Manager

Symantec

	Take ownership of all queries received from enterprise customers and business partners via calls, emails, web cases and follow up until resolution on licensing and customer experience matters ensuring always the best levels of customer service.
	Ensure data entry accuracy especially when registering new customers
	Provide customers and business partners with documented solutions on licensing queries
	Support Veritas partner channels with renewal information
	Active contribution to achieve personal and team objectives as well as build team spirit
	Guide customers within My.Symantec portal and introduce the new licensing model
	Act as a live translator within live technical sessions enabling the communication between engineers and customers
	Proactively call new businesses after product installation to follow up if any further assistance is needed – Customer Experience project

Customer Care Coordinator

Hewlett-Packard

	Manage the ILC queue by analyzing incidents sent back by the different working groups, which needed to be dispatched to the right Cluster (India, Malaysia or Ireland) for further action 
	Elaborate, manage and communicate reports to Global Service Desk leaders within HP on a daily and weekly basis.
	Chase working groups in order to ensure the quick resolution of key incidents.
	Report cases not updated daily within the Global Service Desk in Ireland.
	Communicate Outages to Global leaders via email, phone and the internal system.
	Identify and Manage global Incidents to ensure a timely resolution and minimal impact on incoming call volume

Global Incident Live Coordenator

	Promptly respond to client interactions and validate queries in the CRM system;
	Resolve a high percentage of technical queries using when necessary Remote Control systems or by guiding users over the phone or email
	Manage interaction flow  and regularly update customers on case status and the next steps to take
	Mention Escalation Procedures when necessary
	Work to achieve individual and team goals and SLA’s

Portuguese and SpanishTechnical Support Analyst

MBS SpeedFast

	Administrative routines
	Compliance with the Anti-Money Laundering Regulations
	Point of contact for external business partners and responsible for advocate in their behalf for better exchange rates
	Follow up with partners on their expected weekly forecast to match provisioned payments 
	Control of commission fees paid to local partners receptors of money transfer transactions
	Reconciliation of Client, Agent’s Accounts and Month-End Reconciliations
	Updating the system daily with exchange rates, input deposits received and create invoices

Supervisor Assistant

Sonesta International Hotels

Administrative routine;
	Statement reconciliation, processing payments into the accounting system SAP and support with performance reporting such as days payables outstanding and cash flow.
	Responsible for the accounts payable department.
	Responsible for release and blocking invoices for payment when requested;
	Ensure all invoices are approved, obtain approval if not approved, print and input to SAP, ensuring accuracy of coding;
	Print & input expense claim into SAP.
	Create payment runs with all relevant backup for approval.
	Research and resolve problem invoices and also make sure that aged invoices are followed up on a timely basis.
	Build a good relations with all the suppliers and also maximizing early payment discount.
	Responsible for automatic and manual payment process.
	Control of stakeholders committee fees.
	Elaboration Payroll.
	Filling SAP system and taking reports.
	Assist with month end close.
	General cashier.
	Payments file.
	Answer accounts payable calls, inquiries and e-mails

Administrative Assistant - Accounts payable

Grupo Posadas

Providing full secretarial support.
	Following the Prometeo Evaluation and ensuring the follow of its standards.
	Support to the Directors of the company.
	Making the tie of the meetings.
        Provide translation assistance.

General Director’s PA Grupo Posadas

Passionate, enthusiastic, agile and goal-driven professional with a vast, and versatile background which includes account, and relationship management, coaching and project management.

With more than fourteen years of experience in the mentioned market segments, I do consider myself as a very communicative, challenging driven person, with a high determination, strong initiative as well as people skills.

Been a caring person I sincerely enjoy identifying, taking ownership and resolving customer’s and people issues, and to be more efficient I apply as much as I can the coaching and Neuro-linguistic programming skills I have acquired in recent years.

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