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Renata Rocha

@renatarocha1

Renewal Account Manager at Qlik, managing enterprise renewals and protecting recurring revenue.

At Qlik, I manage B2B and enterprise renewals, protecting recurring revenue while building long-term customer and partner relationships. I develop renewal strategies across the customer lifecycle and identify opportunities for upsell and cross-sell.

At Equinix, I supported enterprise customer adoption and retention as a Customer Success Manager, using customer health, churn, CSAT, and NPS indicators to shape action plans. Earlier, I managed critical infrastructure incidents and coordinated communications across teams.

Experience

Work history, roles, and key accomplishments

Current

Renewal Account Manager

Current

Qlik

Sep 2024 - Present (2 years 2 months)

Owns a portfolio of B2B and enterprise renewals, protecting recurring revenue and building long-term customer relationships. Drives renewal strategy and execution, identifies upsell and cross-sell opportunities, and manages renewal pipeline activity.

SaaS Renewals Enterprise Account Management Upselling Cross Selling Churn Prevention Salesforce CRM Pipeline Management Customer Success

Account Manager

ISI Emerging Markets Group

Mar 2024 - Jul 2024 (4 months)

Managed client relationships with law firms and universities, providing specialized support and solutions based on EMIS market intelligence data. Helped clients use market intelligence to strengthen business operations and strategic planning.

Customer Relationship Management Market Intelligence Strategic Planning Customer Support

Renewals Specialist

Quorum

Jan 2023 - Mar 2024 (1 year 2 months)

Managed B2B account renewals and contract extensions, focusing on achieving and exceeding renewal quotas. Supported account growth through targeted upsell and cross-sell strategies, maintained proactive customer communication, and owned renewal pipeline updates in Salesforce.

Renewals Contract Management Upselling Cross Selling Salesforce Pipeline Management Customer Success Churn Analysis

Customer Success Manager

Equinix

Jan 2022 - Jan 2023 (1 year)

Built trusted customer relationships and loyalty programs to support long-term retention and strengthen the customer experience. Helped enterprise customers maximize product value through product guidance, issue resolution, customer education, and adoption support.

Customer Success Customer Retention NPS CSAT Churn Management Upselling Cross Selling Health Scores SERVQUAL

Incident & Crisis Management Specialist IV

Equinix

May 2018 - Jan 2022 (3 years 8 months)

Managed critical infrastructure incidents affecting customers, coordinating communication bridges and resolution activities across teams. Supported risk and crisis management, including monitoring critical data center infrastructure, security procedures, and operational alerts.

Incident Management Crisis Management Risk Management Data Center Operations Escalation Management Communication Skills

Customer Service Representative

Regus

Jan 2013 - May 2014 (1 year 4 months)

Delivered bilingual customer service and relationship management, advising clients on products, services, pricing, and promotions. Supported new customer relationships and contract administration, while coordinating service delivery and training for service representatives.

Customer Service Bilingual Communication Relationship Management Contract Administration Training