Programa de Mentoria Bússola Executiva

Customer Success - Como conquistar e manter clientes

Certificado ABES: Fundamentos LGPD

Bootcamp Customer Success Aldeia

Certificação Lean Seis Sigma White Belt

Technology Degree

– Oversight of all responsibilities from previous Senior Customer Success Analyst role
– Continuous improvement plan for internal processes and communication
– Adaptation and implementation of Scrumban methodology

Customer Success Lead | Onboarding, Implementation & Operations

– Management of B2B portfolio (MEI, LTDA, and Enterprise) and strategic clients
– Onboarding, implementation, validation, and success of voting processes
– Team hiring | Training | People development
– Creation of playbooks | Implementation of processes and tools
– Building voting systems from scratch | Platform testing and validation (QA)
– Development of manuals and client training sessions
– Acting as liaison between clients and development team, driving product improvements
– Experience with CIPA elections, assemblies, and corporate voting processes
– Process automation using AI
– NPS: 2021: 89 | 2022: 98 | 2023: 97 | 2024: 100 | 2025: 98 | 2026: 99
– Tools: Microsoft Office Suite, Notion, Runrun.it, CRM

Senior Customer Success Analyst | Onboarding, Implementation & Operations

– Handling Level 1 and Level 2 support tickets
– Installation and configuration of software, dialers, and CRMs
– Security configurations and hardware setup/teardown
– Active Directory (AD) management for 200+ users and compliance with LGPD (Brazilian General Data Protection Law)

Support Analyst

- Ongoing management of 100+ client accounts (2021–2024), with a focus on NPS, account expansion (upsell & cross-sell), and retention rates consistently above 150%. - Leading the support operation with a commitment to excellence, efficiency, and a customer-first experience. - Optimizing the customer journey by identifying 15+ upsell opportunities per year, driving additional revenue, leading execution, empowering users, and reducing churn. - Aligning internal teams by connecting people, processes, and data to drive results and long-term loyalty. - Consistently exceeding annual NPS targets: - 2021: 89.74 (avg. score 9.51) - 2022: 97.73 (avg. score 9.66) → +8.9% - 2023: 98.25 (avg. score 9.77) → +0.53% - 2024: 100.00 (avg. score 9.88) → +1.78% Key Tools & Platforms: Runrun.it, Planner, Trello, Office 365.

Customer Success Sr. / Support Team Lead

- Provided Level 1 and 2 support, handling 100+ tickets per month with 92% SLA compliance. - Installed and configured software, dialers, and CRM platforms. - Performed security configurations and hardware setup/teardown. - Managed Active Directory (AD) for 200+ users, ensuring system security and compliance with data protection regulations (LGPD).

IT Support Analyst

CS with 5+ years of experience in B2B, onboarding, implementation, and operations for high‑criticality clients.

Know about Luccas Collettes Moraes's work experience, education, bootcamps, certifications, and much more. Luccas Collettes Moraes