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Definition of Reputation Credits
Luís Barbosa
Customer Success Manager • Braga, PT • [email protected]
I'm passionate for the SaaS model, with 4 years experience in Sales and 2 years experience in Customer Success. With a degree in Finances and work experience on Consultancy and Industrial processes, I'm a multitask professional highly oriented to customer satisfaction.
Skills
Customer Support
Strong ability to deal with multiple support request at the same time. Heavy focus on understanding the root causes of the problem, but always trying to build rapport and empathy with the customer.
Customer Onboarding
I've three years experience in building successful remote onboarding plans, matching the customer's objectives and timelines.
Analytical thinking
Working with Industrial companies gave me the power to grasp a process and identify bottlenecks easily. I can detail, analyze, and formulate a plan to improve any process.
Work Experience
Prodsmart, Customer Success Manager, Jan 2018 ~ Present
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 with the Marketing team in reviews and case studies;
- Build and write articles for the help center (tool used Intercom);
- Provide an outstanding reactive support experience (tool used Intercom);
- Submitted monthly reports, measuring and controlling critical KPI's (tools used Chatrmogul, Satismeter, and SalesMachine);
- 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, Business Developer, May 2016 ~ Dec 2017
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
Main tasks:
- Helped the company to build a predictable, scalable and repeatable sales process;
- Perform in person and remote demos (more than 1000 remote product demos);
- Handling contract negotiation and closing;
- Helped the customers during their onboarding periods (more than 100 customer onboardings);
- Providing Customer support and troubleshooting;
- Created reports and presentations detailing business development activities;
- Researched and identified opportunities for account growth, account penetration and market expansion;
- Worked with existing customers to increase purchases of products and services;
- Represented company and promoted products at conferences and trade association meetings;
- Kept meticulous client notes in Pipedrive/Hubspot, customer relationship management applications.
- 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 S.A., Business Consultant, May 2014 ~ May 2016
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, Co-Founder, Sep 2012 ~ May 2014
DonKamel it's a project, that develops and sell custom made merchandising to University students.
Portuguese Navy, Sailor, May 2005 ~ Jun 2010
--
Education
Universidade do Minho, Master of Business Administration (MBA), Master's in Information Systems, 2015 ~ 2016
(not completed)
Instituto Politécnico do Cávado e do Ave, High School Diploma, Licentiate degree Finance, 2010 ~ 2014
Testimonials
Excellent team player is the phrase that comes to mind when I think about Luís. I've had the pleasure of working with Luís for six months at Prodsmart, as we established the company's first Customer Success team. I was particularly impressed with Luís' ability to handle even the toughest clients effortlessly. Luís' team spirit combined with years of experience in customer-facing & consultancy roles makes him an outstanding asset to any team.
Tsion Goytom - Customer Success Manager @Prodsmart
Luis and I, even with a client/provider relationship, worked side by side in order to implement Prodsmart (a production management software) in PMH - Produtos Médico-Hospitalares S.A.. During the entire implementation, Luis dealt extremely well with expectations management and provided critical guidance trough out the process. One key characteristic in Luis work approach is to always fully understand the client needs, but more important, understand the root cause of that need in particular. This approach gives Luis a better advantage in any kind of project implementation. One often forgotten characteristic in project management is that the our own motivation will motivate others. That being said, even when difficulties laid ahead Luis always staid focused on the final goal showing really good mid-top management skills.
Miguel Cordeiro - Client - Head of Continuous Improvement LEAN @PMH
Luís Barbosa
Customer Success Manager • Braga, PT • [email protected]
I'm passionate for the SaaS model, with 4 years experience in Sales and 2 years experience in Customer Success. With a degree in Finances and work experience on Consultancy and Industrial processes, I'm a multitask professional highly oriented to customer satisfaction.
Skills
Customer Support
Strong ability to deal with multiple support request at the same time. Heavy focus on understanding the root causes of the problem, but always trying to build rapport and empathy with the customer.
Customer Onboarding
I've three years experience in building successful remote onboarding plans, matching the customer's objectives and timelines.
Analytical thinking
Working with Industrial companies gave me the power to grasp a process and identify bottlenecks easily. I can detail, analyze, and formulate a plan to improve any process.
Work Experience
Prodsmart, Customer Success Manager, Jan 2018 ~ Present
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 with the Marketing team in reviews and case studies;
- Build and write articles for the help center (tool used Intercom);
- Provide an outstanding reactive support experience (tool used Intercom);
- Submitted monthly reports, measuring and controlling critical KPI's (tools used Chatrmogul, Satismeter, and SalesMachine);
- 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, Business Developer, May 2016 ~ Dec 2017
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
Main tasks:
- Helped the company to build a predictable, scalable and repeatable sales process;
- Perform in person and remote demos (more than 1000 remote product demos);
- Handling contract negotiation and closing;
- Helped the customers during their onboarding periods (more than 100 customer onboardings);
- Providing Customer support and troubleshooting;
- Created reports and presentations detailing business development activities;
- Researched and identified opportunities for account growth, account penetration and market expansion;
- Worked with existing customers to increase purchases of products and services;
- Represented company and promoted products at conferences and trade association meetings;
- Kept meticulous client notes in Pipedrive/Hubspot, customer relationship management applications.
- 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 S.A., Business Consultant, May 2014 ~ May 2016
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, Co-Founder, Sep 2012 ~ May 2014
DonKamel it's a project, that develops and sell custom made merchandising to University students.
Portuguese Navy, Sailor, May 2005 ~ Jun 2010
--
Education
Universidade do Minho, Master of Business Administration (MBA), Master's in Information Systems, 2015 ~ 2016
(not completed)
Instituto Politécnico do Cávado e do Ave, High School Diploma, Licentiate degree Finance, 2010 ~ 2014
Testimonials
Excellent team player is the phrase that comes to mind when I think about Luís. I've had the pleasure of working with Luís for six months at Prodsmart, as we established the company's first Customer Success team. I was particularly impressed with Luís' ability to handle even the toughest clients effortlessly. Luís' team spirit combined with years of experience in customer-facing & consultancy roles makes him an outstanding asset to any team.
Tsion Goytom - Customer Success Manager @Prodsmart
Luis and I, even with a client/provider relationship, worked side by side in order to implement Prodsmart (a production management software) in PMH - Produtos Médico-Hospitalares S.A.. During the entire implementation, Luis dealt extremely well with expectations management and provided critical guidance trough out the process. One key characteristic in Luis work approach is to always fully understand the client needs, but more important, understand the root cause of that need in particular. This approach gives Luis a better advantage in any kind of project implementation. One often forgotten characteristic in project management is that the our own motivation will motivate others. That being said, even when difficulties laid ahead Luis always staid focused on the final goal showing really good mid-top management skills.
Miguel Cordeiro - Client - Head of Continuous Improvement LEAN @PMH