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I manage a Mid Market to Enterprise BoB with about 100 accounts. My job is to keep these accounts healthy, helping them on the onboarding phase, retention, expansion (along with the Account Manager), and renewal (along with the Renewals Manager).

Customer Success Manager

Rock Content

° Guide customers through the onboarding process to ensure strong adoption of the Ion platform
° Manage and retain a book of about 50, mid-market to enterprise SaaS accounts
° Provide strategic interactive content guidance for customers’ brand awareness, consideration, and lead generation initiatives 
° Oversee, manage, and deliver customers’ contracted interactive experiences
° Collaborate with Technical Support, Professional Services, Onboarding, and Product teams to deliver an efficient and effective customer experience
° Measure, track, and present the performance of partners’ platforms and creatives
° Be a resource and mentor to colleagues who recently joined the team
° Participate in developing a new methodology for client onboarding and creative services process, enabling Rock to better service SaaS accounts during periods of rapid expansion

Global Customer Success Manager

- Customer Onboarding Specialist Key Accounts
Consultora de confiança e especialista em marketing de conteúdo, prescrevendo as melhores práticas junto com cases relevantes, exemplos e resultados esperados;
- Gestão de stakeholders internos e externos;
- Avaliar as necessidades do cliente e fazer recomendações estratégicas para uma adoção mais ampla de produtos e serviços;
- Recomendações sobre como melhorar os resultados do marketing de conteúdo e relacionar os estudos de caso ao cliente;
- Criar treinamentos e conduzir sessões de treinamento ao vivo e gravadas para clientes e demais colaboradores da empresa sobre tópicos de estratégia de conteúdo e conteúdo interativo;
- Avaliar o nível de habilidade de um usuário ou equipes das plataformas, fornecendo um plano de treinamento e sugestões de conteúdo em materiais adicionais;
- Gerenciar o processo de criação de comunicações internas e externas de clientes, e-mails, pesquisas, páginas de destino e fluxos de trabalho;
- Entregar de forma consistente, internamente e aos clientes, aquilo com que eles se comprometeram e quando se comprometeram a entregar;
- Identificar lacunas de processos e sugerir melhorias;
- Envolvimento com demais equipes (treinamento, serviços, suporte e customer success) em iniciativas conjuntas;
- Identificar rapidamente problemas ocultos durante o onboarding que podem causar atrasos;
- Identificar oportunidades de upsell e expansão.

Customer Onboarding Specialist

Onboarding Analyst

- Support to the Customer Success Executive in operational and strategic activities;
- Follow-up with the internal team to ensure on-time deliveries;
- Analysis of important metrics for portfolio projects;
- Preparation of monthly and quarterly reports for each project.

Assistente de Customer Success

Freelancer.com

- Editor: Creating content about different topics, according to the client request and optimizing. 
- Translator: I perform translations from Portuguese-English and from English-Portuguese. 
- Ebooks Design
- Audio Transcriptions (and translations) in Portuguese and English. 
- Voiceover in Portuguese and English

Freelancer in Communication and Translation

Friends & Hostels

I worked in several areas of the Hostel:
- Creation of logo, branding, marketing and social media.
- Guest reception, check in and check out, customer support in telephone, whatsapp and chat services.
- Configuration of hotel management software, profiling in major OTA's (Online Travel Agencies).
- Support in management and administration.
- Cleanliness of common spaces and rooms.

Partner

Trevo de Papel

- Product development (writing, proofreading, layout, printable file)
- Development of media files for social networks, institutional videos, free downloadable materials, etc.
- Support in management and administration.

Co-founder

Braris Blog

Article creation about tourism in Paris, France. Creation of guides and tips about the best routes in the city and also in Europe.

Freelancer Journalist

Classic Seguros - Bem Viver Mulher Blog

Articles production for the feminine public about different themes. Articles creation, video interviews, photos. Experience in the Wordpress platform.

Newton Paiva Cultural Institute Ltda

- TV presentations, production and monitoring of the Fuzarka program, produced by Newton Paiva and shown on TV Band on Saturday mornings. 
- Production, interviews and reports for the Fuzarka TV program on various topics; studio interview (uncut). 
- Representation of the program in Expocom Sudeste 2010, in which we won in the category Television Program (set / series). 
- Interviews in English with foreigners. 
- Monitoring: supervision of the work of other trainees to meet the work pace and deadline.

Fuzarka Program Monitoring

Production and reporting for information. Interviews, writing and photography.

Journalist of the Baleia Hospital Journal

I have over 6 years of experience in various areas of communication (writing articles, layout, marketing, translation, voiceover, etc.), and in the last year I have been working more actively in the area of Customer Success in the Marketing. I have a passion for learning and teaching.

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