As a member of the Customer Success Team, here's what I'm doing: 👉 Managing top tier Customers; 👉 Helping rethinking, designing, and applying internal CS processes (health score, success plans, success review meetings, playbooks, OKR's); 👉Training and coaching teammates; 👉Being #SourceOfGoodLife to everyone around me by sharing knowledge and building a Portuguese community of Customer Success.

As the first CSM of Prodsmart, I started developing this new department and creating the main processes for it. Main tasks: - Deliver a fulfilling, successfully and total remote onboarding experience; - Build trust and rapport with our end-users; - Help users get the most of Prodsmart, by delivering technical and business expertise and the best practices in place; - Nurture and identifying expansion possibilities, driving value for the Customers and upsell opportunities; - Manage retention and renewals; - Manage customers across different geographies and timezones; - Work directly with the CTO, delivering detailed software needs and users experience improvements, helping to prioritize the product roadmap; - Work with the Marketing team in reviews and case studies; - Build and write articles for the help center; - Submitted monthly reports, measuring and controlling critical KPI's; - Train and onboard new team members in PT and US; Achievements: - Onboarded more than 200 companies and trained near 2500 users; - World Class NPS scores of +77; - More than 90% of closed support tickets rated as Excellent; - Managed 80 customers across five continents, securing an MRR quota of 60K; - Contribute with several articles to Prodsmart help center (http://help.prodsmart.com/en/) - Trained and onboarded 2 members of the Customer Success team; Stack used Intercom, Slack, Hubspot, Pipedrive, Satismeter, Chartmogul, Salesmachine, Profitwell, Trello, Weekdone, Google Drive, Microsoft Excel Check some Customers reviews to Prodsmart Customer Success team here: https://www.capterra.ie/software/153796/prodsmart

Prodsmart is real-time understanding of shop-floor production lines, for manufacturing companies and job-shops. Check more information about us at http://www.prodsmart.com I've joined the team at a very early staged, acting as the only Account Exec/Manager. Main tasks: - Helped the company to build a predictable, scalable and repeatable sales process; - Performed in-person and remote demos (more than 1000 remote product demos); - Handled contract negotiation and closing; - Account Management; Researched and identified opportunities for account growth and customer satisfaction; - Created reports and presentations detailing business development activities; - Represented company and promoted products at conferences and trade association meetings; - Collaborated with peers in other company departments including marketing, product, and sales; - Participated and actively engaged in strategy meetings with other shareholders.

F3M Information Systems SA is one of the biggest Portuguese companies specialized in Information, Technology, and Communication products and services. F3M assumed a solid position in the design, production, and implementation of software for vertical markets, coexisting with a strong activity in the areas of ICT solutions, like technology infrastructures, telecommunications, management software (ERP) and specialized services. Main tasks: - #Textile Industry consultant; - Business development for vertical software to the Textile industry #WINGPR; - #Primavera ERP consultant; - Definition of software requirements; - Handling contracts negotiation and closing; - Project Management; - Account Management; - Upselling and cross-selling activities;

DonKamel it's a project, that develops and sell custom made merchandising to University students.

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