Portugal

Project Management

Service Design

Customer Experience (CX)

Growth Product Management

Customer Success Management

Data Analysis

Licentiate degree

Luis Barbosa

Delivery Manager Lead

Relationship management

Communication

Time management

Critical-thinking

Team player

Organisation skills

Customer service

Stakeholder management

Leadership

Project management

Analytical skills

HubSpot

Jira

Confluence

Zendesk

Retention + Engagement
Data for Product Managers

After Saltpay acquired Switch, I became a Customer Experience Manager in the Global Customer Operations team. My team of 10 people, located across four different countries, researches and develops better experiences for over five products, impacting 50,000 customers in seven markets. 

We monitor and report on customer experience, design services that bridge the gap between product development and frontline operations, optimize customer journeys, and educate customers via a multilingual help centre for several products in nine different languages.

I also manage customer communications, including product updates, incidents, legal, and commercial news. My role also involves ensuring digital customer success by working with data science to develop predictive models for churn and retention playbooks.

**Achievements:**

👉 Since the CX team was deployed, NPS has increased by 75%, and answer rates have increased by 340%.

👉 100% of customer feedback has been tagged and classified, enabling better reporting and insights.

👉 Inbound contacts have decreased by 15%.

👉 Managed a distributed team of 10 members and achieved a manager NPS of 8 out of 10.
            

    
    

    
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Helped to rethink, design, and apply internal customer success processes (such as health score matrix, success plans, success review meetings, playbooks, and OKRs) to enable the customer success team to achieve consistently:

 👉 net revenue retention (NRR) of +120%.

👉 Training and coaching 8 teammates

As a member of the Customer Success Team, here's what I'm doing:

👉 Managed over 100 hospitality customers, including top-tier customers with high ARR.

👉 Achieved 120% NRR

👉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
            

    
    

    
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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.
            

    
    

    
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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;
            

    
    

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

More than an experience it was the fulfillment of a dream. The Navy contributed for my personal growing as a citizen. Rigor, discipline, effort, sacrifice-spirit and companionship, are some of the personal aspects which will be with me for life.

- 5years of effective service;
- More than 6000 hours of sailing;
- Participation in 2 “tall ships race” ;
- Training more than 1000 trainees;
- 1 scientific expedition M@rbis 2010;
- Level of accreditation Nato Secret;
- Attendance of courses of Leadership and HST policy;
- Positive appreciation on every semester-basis assessment.
            

    
    

    
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Luis Barbosa🇵🇹

About Luis Barbosa

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