Open to opportunities

Allan Souza

@allansouza

Message

Customer-success and strategic account manager driving KPI improvements and retention.

Portugal

Message

What I'm looking for

I seek a client-focused role where I can drive retention and KPI improvements, collaborate cross-functionally, and grow in customer success and operations.

I am a strategic account management and customer success professional with experience improving KPIs, retention and customer satisfaction across digital and service environments.

I've managed client portfolios, solved complex issues, and optimized processes through cross-functional collaboration at companies in Portugal and Brazil.

My background includes CRM expertise (Zendesk, Salesforce, HubSpot), email marketing and digital communication tools, and proven upsell/cross-sell strategies that increased lifetime value.

I bring a data-informed, client-first approach to operations and communications, focused on continuous improvement and scalable service quality.

Experience

Work history, roles, and key accomplishments

Back Office Specialist

Kaizen Gaming

Dec 2022 - Jan 2025 (2 years 1 month)

Managed client relationships and resolved complex issues to improve customer experience, monitored KPIs and implemented process optimizations that enhanced service quality. Collaborated with cross-functional teams to drive continuous improvement and strategic problem-solving.

Customer Success Account Management Zendesk Salesforce Process Optimization KPIs Cross Functional Collaboration

Real Estate Consultant

ERA Real State

Sep 2018 - Oct 2022 (4 years 1 month)

Sourced and engaged clients and properties in exclusive areas, developed market-driven strategies and managed a diverse property portfolio to optimize client experience during buying and selling processes. Maintained organized records and delivered tailored commercial plans based on market analysis.

Market Analysis Portfolio Management Sales Strategy Customer Experience Negotiation CRM

Account Manager

CityAds Media

May 2017 - Aug 2017 (3 months)

Managed and analyzed campaign performance, identified and qualified leads, and executed up-sell and cross-sell strategies to increase customer lifetime value. Produced analytical reports and growth plans for key accounts to support data-driven decisions.

Campaign Analysis Lead Qualification Upselling Cross Selling Reporting Performance Optimization

Account Manager

ShopBack Brasil

May 2016 - May 2017 (1 year)

Managed social media and retention campaigns for diverse clients, led client activation and onboarding, and developed targeted email and on-site conversion strategies that improved engagement and retention. Delivered analytical reports with actionable recommendations.

Social Media Management Retention Strategy Email Marketing Onboarding Analytics A B Testing Reporting

Digital Marketing Analyst

Elo Digital

Aug 2014 - Jun 2016 (1 year 10 months)

Developed digital communication and content strategies to drive engagement and brand visibility, managed social and email campaigns, and advised on media relationships to ensure consistent brand messaging. Analyzed KPIs using social analytics tools to optimize performance.

Socialbakers Content Marketing Social Media Email Campaigns KPI Analysis Instamizer Socialbaker Media Relations

Education

Degrees, certifications, and relevant coursework

Anhembi Morumbi University

Bachelor's Degree, Digital Marketing and Communication

2014 - 2017

Graduation in Digital Marketing and Communication with coursework in commerce management, distribution channels, and marketing planning completed from 2014 to 2017.