Customer Success Magager
Resume:
MURILO
MULIERI
Services Manager / Operations & Projects
Customer Success / Marketing Manager
I have been managing multiple operations, projects and customer experience, marketing campaigns and focused on performance and results, with 4 years of experience in global account management, digital business operations and optimization of integration and customer relationship processes, with experience in the market of SaaS, B2B and B2C. I have great communication skills, problem solving and significant ability to lead, manage successful teams and projects, and to build relationships with influence executive. I'm passionate Customer Success Manager, my focus is to ensure customer satisfaction, to be the voice of the customer to support renewals, new deals and expansion opportunities. My experiences as a team leader, as Operations Manager and as Marketing Manager give me better visibility into the process and help me to improve follow-up.
WORK EXPERIENCES
CUSTOMER SUCCESS MANAGER
Virket Group – Mexico City – MX 2018 - Present
Present
CONTACT INFO
Phone
******.*****@*****.***
EXPERTISES
Customer Experience
Resource Management
Team Leadership
Social Media Marketing
Online Marketing
Customer Fact
Saving Problem
LANGUAGES
Portuguese - Native
Successfully managing end-to-end operations and the customer experience, leading departments and teams with a proven track record of successful execution, business and strategic plans to meet company objectives. Numerous achievements in improving customer support through the launch of new technologies and member training programs. Highly skilled in developing high- performance teams and cross-functional collaboration to implement business initiatives, improve workflow efficiency and lower operating costs. Working with multiple tools and digital platforms in a strategic and entrepreneurial way, focused on results, with experience in the SaaS, B2B and B2C market, focused on understanding customer needs and working together with other teams and global partners.
Managing complaints, providing proper solutions and options within the time limits, follow up to secure resolution and going the extra mile to engage customers.
With strong leadership, I am responsible for managing new projects, working with large corporate clients, experience in managing digital business operations and process optimization, as well as managing teams and launching products, technological solutions and others related to the Internet, advertising and digital marketing.
Experienced in training and supporting partners in processes, products and implementations, ensuring customer satisfaction and business success.
• Management of proposals, contracts, budgets, forecasts, costs, deadlines and scopes. Presentation of SLAs. Conducting quality controls and monitoring KPIs and results.
• Strategic understanding of publisher and advertising industry business models.
• Ability to exude executive presence with excellent verbal and written communication skills including presentations.
• Business analysis skills.
Salles Support Functions
Budget & Planning
English - Full
Spanish - Full
SENIOR PROJECT MANAGER
murilomulieri
36 y /São Paulo - Brazil
VOLUTEERING
Africa Social Project
Kenya & Zambia
2017- 2018
MARKETING MANAGER
7AG DIGITAL – São Paulo – BR 2011 - 2017
Present
Experience in many successful cases of institutional communication, digital presence, project launches, presenting results to the board and clients, proposing actions, improvements, campaigns, and promotions that leveraged sales, brands, optimized products and services offered, improving the commercial performance. Strategies and management outbond, inboud and contact channels, and digital marketing.
• Familiarity with advertising campaigns, product launches, websites, marketplaces, E-Commerce, graphic design, content production for social media, paid traffic and interaction with marketing agencies.
• Experience in Call Center Management.
• Planning, development and execution of marketing plans with partners, agencies and end customers.
• Definition of annual joint marketing strategies, goals and measures of success with partner marketing teams.
EDUCATION
Marketing
University UniRadial São Paulo
2006- 2008
Leadership Experience
Conquer São Paulo
2018
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