Open to opportunities

Thais Lima

@thaislima

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Customer Success Professional with expertise in SaaS technology.

Brazil

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What I'm looking for

I seek a role that fosters collaboration, encourages innovation, and offers opportunities for professional growth.

I am a Customer Success Professional with over three years of experience in the SaaS technology sector. My focus has been on managing onboarding, ongoing support, and retention teams, where I have developed a strong expertise in process mapping and flow review. I excel in data analysis to define and monitor OKRs, ensuring that my teams are aligned with our goals and objectives.

Throughout my career, I have successfully created tech touch customer journeys and developed strategies to reduce churn while identifying upsell and upgrade opportunities. My experience includes leading teams, conducting one-on-one meetings, and implementing routines that maximize productivity. I have also participated in projects utilizing Lean Management and Six Sigma methodologies to optimize processes, particularly in the healthcare sector.

In addition to my professional experience, I hold a Bachelor of Business Administration and have completed various certifications, including the Official SAP Academy MM module. I am passionate about leveraging technology and data to enhance customer experiences and drive business growth.

Experience

Work history, roles, and key accomplishments

Coordinator Onboarding and Retention

Delivery Direto

Jan 2023 - Sep 2024 (1 year 8 months)

Led the Onboarding and Retention teams for SMB customers, focusing on team development and process improvements. Proposed strategies to enhance customer journeys and monitor results through data analysis. Implemented routines and tools to achieve performance goals and maximize productivity.

Customer Success Data Analysis Process Improvement Onboarding Retention Strategy SQL Customer Journey Mapping

Supervisor ISM/CSM

United People Global

Jan 2022 - Jan 2023 (1 year)

Supervised the Implementation and Customer Success team to enhance customer engagement and reduce churn. Developed playbooks and guides for onboarding and customer success management, while monitoring team productivity and performance.

Customer Success Customer Engagement Performance Monitoring Training Development 1:1 Meetings Project Management

CSM Analyst

Food Finder

Mar 2021 - Jan 2022 (10 months)

Engaged with customers to increase GMV through effective use of the delivery platform. Utilized marketing strategies to assist store owners and mapped internal processes to resolve operational gaps.

Customer Engagement Marketing Strategies Process Mapping Customer Support Sales Strategies Data Analysis Team Collaboration Problem Solving

Co-Founder

Food Finder

Jan 2018 - Jan 2021 (3 years)

Co-founded a startup focused on foodtech, negotiating with industries and organizing events to promote new technologies and sustainability initiatives in the food sector.

Negotiation Sustainability Food Tech Partnership Building Business Development Strategic Planning Market Research Team Leadership

Hospital Administrator

Senior Private Operadora de Saúde Ltda

Aug 2016 - Sep 2017 (1 year 1 month)

Managed hospital operations, focusing on team performance and customer service. Oversaw the reception area and emergency room, ensuring efficient patient flow and addressing complaints.

Team Management Customer Service Operational Management Process Improvement Staff Training Quality Assurance