Iris Carolina
@iriscarolina
Strategic project manager driving SaaS/HaaS delivery and client success.
What I'm looking for
I am a strategic and empathetic Project Manager with deep experience in SaaS and HaaS environments, skilled at leading cross-functional teams and managing end-to-end project lifecycles. I have driven improvements in customer satisfaction, managed SLAs and KPIs to keep client satisfaction above 90%, and led initiatives that increased NPS by 50% and renewal rates by 20%.
I have worked across project delivery, customer success, and technical support roles—overseeing onboarding and adoption for dozens of clients, implementing chatbots and process optimizations, and ensuring compliance for regulated pharma software. I prioritize stakeholder engagement, service delivery excellence, and continuous process improvement to deliver measurable business outcomes.
Experience
Work history, roles, and key accomplishments
Managing implementation of a chatbot to streamline support workflows for ~20 internal users, leading adoption efforts and conducting post-implementation evaluations to identify process improvements.
Oversaw delivery of 10+ IT service contracts ensuring SLA/KPI compliance and client satisfaction above 90%, and managed billing, inventory, and vendor tracking to drive quality improvements.
Help Desk Analyst
HCLTech
Jan 2019 - May 2021 (2 years 4 months)
Delivered multilingual support to pharmaceutical clients, ensured GxP compliance, and provided high-quality service for clinical trial software used by global teams.
Customer Success Manager
Led adoption and training for Avaya Cloud Office across 20+ client accounts, improving onboarding efficiency, boosting satisfaction scores, and contributing to a 20% increase in renewal rates.
Customer Success Manager
CosmoGov
Managed onboarding and strategy for 64 clients as a freelancer, increasing product engagement by 40%+ and improving retention through strategic platform guidance.
Education
Degrees, certifications, and relevant coursework
Universidade de Coimbra
Bachelor of Arts, Philosophy
2013 - 2018
Activities and societies: Minor in Tourism, Territory & Heritage
Completed a Bachelor of Arts in Philosophy with a minor in Tourism, Territory & Heritage at Universidade de Coimbra from 2013 to 2018.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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