Papaya Global

Papaya is a total workforce management solution – Payroll, Global EoR, and contractors – on one automated, cloud-based SaaS platform serving more than 140 countries.

Service Delivery Manager

Beeple

In my role at Beeple, I oversee seamless onboarding and project implementation, including change management, for key clients. I lead end-to-end project execution, ensuring alignment with clients' goals and Beeple's mission.

Collaborating closely with cross-functional teams, I develop strategies to optimize clients' experiences and conduct tailored training sessions to empower them in maximizing the Beeple platform.

Customer Success | Project Implementation Manager

Independent Consultant/Advisor

Facilitating small businesses in connecting with their customers and conveying their narratives through impactful branding, content creation, social media, and digital marketing strategies. My role involved overseeing the implementation of these strategies and ensuring alignment with clients' objectives and industry best practices, including effective change management where necessary.

Some of the clients I've worked with:
- Filho Único
- Medical Admin 
- Dublab

Mapit Iberia

At my position at Mapit, I was responsible for developing and creating our brand style and content guides, which helped establish a clear and consistent brand identity across all communication channels. In addition, I helped define and refine the customer journey, which played a crucial role in driving customer engagement and loyalty.

I was also a key player in our successful rebranding strategy, which involved a complete overhaul of our visual identity, messaging, and positioning. This effort was instrumental in effectively communicating our value proposition to customers and driving business growth.

In addition to these core responsibilities, I wrote copy for our website and packaging, ensuring that our messaging was clear, compelling, and on-brand. I also translated our content and messaging into Portuguese, which helped us expand our reach and connect with new audiences.

Finally, I led the brand expansion effort into Portugal, which required careful planning and execution to successfully introduce our product to a new market. Although I was unfortunately laid off before the results of my work became apparent, I take pride in knowing that I played a key role in laying the groundwork for Mapit's continued success.

Communications Manager & Customer Success

Landbot

Worked on the strategy of implementing several projects ( Landbot Academy, Landbot Community, Help Center revamp ) and teams ( Multimedia/Content ). Performed initial onboarding of accounts with enterprise-level customers, ensuring strong adoption and ongoing engagement throughout the customer's lifetime. Worked closely with the leadership team to develop the brand positioning, objectives, and a strategic narrative to get closer to our customers. Developed and implemented customer stories & case studies. Owned the publication calendar and managed the official social media channels. Prepared detailed quarterly reports to be presented to the company. Leaded announcements, including funding rounds ( series A ), company announcements, and product launches.

Customer Success & Communications Manager

Typeform.com

Developed the Voice & Tone of Typeform within CS. Worked with different teams to translate complex technical concepts into accessible and engaging content and copy. Applied market research and development methods to learn and understand emerging trends and technologies and communicate them clearly and concisely. Developed processes in customer support as a lead and contributor.

Customer Advocate & Voice & Tone Lead

- Project Management & Content. Helping clients transform their customer engagement solutions to optimize business value. 
- Certified Train the Trainer with a participant-centered approach that focuses on the needs of learners and incorporates creative training techniques.

Redbooth, Inc.

Developed and delivered “success plans” to key customers identifying stakeholders (including partners), milestones, metrics, and risks inherent in a CRM implementation. Produced weekly and monthly support reports to be presented to the team. Acted as Voice of the Customer and provided feedback to all the departments.

Customer Success & Support Manager

Google

Assisted with allocating staff and expertise to projects and the management of staff utilization. Acted as a technical mentor/coach to all the team members and supported Learning and Development processes. Carried out quarter development reviews, training needs assessments and year-end competency assessment reviews for the team members.

Google Apps Collaboration Team Manager

Coached agents side by side to ensure the quality and the correct procedures on the customer support cases. Worked with management to ensure the team received full support. Took over escalations when required. Trainer for POD specialization.

Google Apps Collaboration Specialist

Freelance Musician, Composer and Sound Designer

- Sound design for photographer Aloísio Brito’s website. 
- Sound design and sound art installation for some visual artists. 
- Sound design and supervisor sound editor for Freepanning Audiovisual.

Sound Designer

Communications Manager | Storyteller | Customer Success Enthusiast | Available for new opportunities

As a seasoned Customer Success Manager, I specialize in crafting success plans, refining communications, and nurturing robust relationships. 

With a proven track record, I've played a pivotal role in the success stories of industry leaders like Fujitsu, Google, and Typeform, as well as trailblazers such as Redbooth and Landbot. 

Having collaborated with notable clients such as Honda, Cepsa, Coca-Cola, Allianz and Nintendo, each partnership tells a unique story of impactful results and strengthened connections.

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