Viviane Spiller

Long Branch, NJ, EUA ad1to2@r.postjobfree.com

+1-848-***-**** https://www.linkedin.com/in/vivianespiller Summary

Excellence in people management, focusing on offering unique journeys to customers. Postgraduate in Business Management, with international experience (USA - Brazil) and Latam team management. With 15 years of experience managing teams in the areas of Customer And Commercial Experience, with strong internal relationship to deliver the best result to the customer and stakeholders. Experience with SaaS metrics and B2B management, building and implementing customer experience and commercial areas and strategies. Creation of KRs for quarters focused on the company's strategy, monitoring and implementing actions to obtain results in OKRs. Expertise in designing structures to better meet the customer journey using the best market practices. Experience in building an annual strategic plan. Ability to make presentations of results or sales to customers, directors and CEO. Domain and expertise in customer management and customer relationship of all sizes and segments. Skills

• Data-driven decisions • Problem solving

• Customer centric • Agility in decision making

• Excellent written and oral communication • Systemic and holistic view

• Easy adaptation and fast learner • Resilient and with owner feeling Experience

Latam Customer Experience Head DEC 2021 – DEC 2022 Zenvia, São Paulo (ZENVIA is a platform that empower companies to create unique experiences for their end customers, in the channels most used by them. In 2021, ZENVIA was the first SaaS company in Latin America to go public on Nasdaq in New York).

• Leading 3 teams (Onboarding, Customer Support and Implementation Success) a team of 50 people (multi- regional team - Latam)

• Responsible for achieving revenue goals and margin and also monitoring the results of NPS and CSAT.

• Develop relationships with product management teams.

• Hire, train, guide and develop collaborative teams with customer-centric leadership and collaborative mindset for trouble-free implementations, empowering the team to engage resources for the desired results;

• Act as a link between the CX area with the leadership of business partners, internal communications aligned.

• Create executive presentations (e.g., quarterly business presentations), working in collaboration with sales leaders; Develop and maintain relationships with key suppliers and partners;

• Manage, predict and monitor capacity and resource utilization, properly assuring all customer commitments. Head of Inside Sales NOV 2017 – DEC 2019

Simpress an HP Company, São Paulo (Outsourcing solutions of IT equipment and management of installed equipment park)

• Responsible for the implementation of the Inside Sales Area B2B and management of the team formed by Farmers and Hunters, with customer portfolio (multinationals and public).

• Ability to leverage the growth of monthly contract revenue (cross-selling and up-selling), seeking new customers and closing new contracts through digital platforms as easy to reach customers.

• Ensure results and manage them through monthly business indicators (KPIs), such as: Sales Funnel, Pipeline, Monthly Revenue Growth Comparisons, Churn, NPS, among others.

• Management and daily guidance to the team in negotiations, ensuring the renewal of contracts. Support the team in defining strategies for presentation in commercial proposals and negotiations with clients.

• Monthly meetings to present KPIs to the commercial managers team, commercial director and CEO of the company.

Head of Customer Success JUN 2013 – NOV 2017

Simpress an HP Company, São Paulo (Outsourcing solutions of IT equipment and management of installed equipment park)

• Responsible for the creation, development of the area and hiring of the team to implement the Customer Success model in the company.

• Implemented the indicators (KPIs) for monitoring and management with a focus on continuous evolution of the clients and the team.

• Management of more than 1,500 contracts (national, multinational and public agencies), ensuring the best performance of analysts in root causes and solve urgent problems with full autonomy to trigger responsible internal areas and escalations.

• Responsible for monthly meetings with the offending departments for SLA evaluation of customer service, as well as meetings focused on crisis situations to create a plan of action.

• Monthly presentation of KPIs to the board and internal managers; Monitoring of Churn risk and effective actions that resulted in the creation or alteration of processes in several areas of the company.

• Experience in implementing new digital channels for customer service.

• Responsible for monitoring and responding to NPS.

• Responsible for managing the Service Desk team that makes the first service, opening and management of customer service tickets.

Education

• Business Administration - Brookdale Community College, New Jersey-USA, 2024

• English as a Second Language (ESL) - Brookdale Community College, New Jersey-USA, 2023

• Business Administration - Postgraduate, Mackenzie Presbyterian University, 2015

• IT management applied to business - Post Graduation, Associated Schools of São Paulo, 2012

• Computer network management – Associate Degree, Anhanguera Educacional, 2004 Complementary Courses

• Design Thinking - FIAP, São Paulo, 2019

• Strategic Negotiations on sales Harvard business review - Casa Educação, São Paulo, 2018

• Certification in ITIL Foundation - IT Partners, São Paulo, 2008 Languages

• English - Fluent • Spanish - Advanced • Portuguese - Native

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