Beatriz Fortes Lopes

As a Customer Success Manager Team Lead, I am a leader in my company in managing customer relationships and ensuring customer success. My job involves leading a team of Customer Success Managers and working closely with our customers to ensure that they are satisfied with our products and services.

In my role, I am responsible for managing and coaching my team of Customer Success Managers to ensure that they are providing exceptional customer service and helping our customers achieve their goals. I work closely with other teams, such as sales and product, to ensure that our customers' needs are being met and that we are delivering value at every stage of the customer journey.

As a Customer Success Manager Team Lead, I am also responsible for developing and implementing customer success strategies, such as onboarding and retention programs, that help our customers achieve their desired outcomes. I regularly analyze customer feedback and usage data to identify areas for improvement and ensure that our team is always adapting and evolving to meet the changing needs of our customers.

Overall, my role as a Customer Success Manager Team Lead is both challenging and rewarding. I take pride in helping our customers achieve success and leading a team that is dedicated to delivering exceptional customer service.

Team Lead Customer Success Europe - sept. 2022 - actualidad (Skeepers)

• Manage a portfolio of large accounts portfolio (L'Oréal, Decathlon, Inditex, LVMH)
• Multi-solution portfolio (due to the acquisition of 8 solutions)
• Contributing to the development of digital support
• Managing and leading a remote team of CSMs
• Monitor individual, team KPIs, and OKRs completion- Manage a portfolio of large accounts portfolio (L'Oréal, Decathlon, Inditex, LVMH) - Multi-solution portfolio (due to the acquisition of 8 solutions) - Contributing to the development of digital support - Managing and leading a remote team of CSMs - Monitor individual, team KPIs, and OKRs completion… ver más

Team Lead Customer Success Manager Iberia - jul. 2021 - sept. 2022 · 1 año 3 meses (Skeepers)

-Managing and leading a team of CSM

-Portfolio of customers in a influence marketing solution

-Expand our revenue in accounts (renewal / cross-sell / upsell)-Managing and leading a team of CSM -Portfolio of customers in a influence marketing solution -Expand our revenue in accounts (renewal / cross-sell / upsell)… ver más

Customer Success Manager - sept. 2019 - jul. 2021 · 1 año 11 meses (Hivency)

-Responsible for maximizing customer satisfaction by providing: product onboarding, marketing strategies, training sessions, customer support, business reviews and best practice implementation advice.

• Developing and maintaining relationships with+ 50 clients
• Increasing customer retention and reducing Churn
• Enhancing revenue through upsell and cross sell-Responsible for maximizing customer satisfaction by providing: product onboarding, marketing strategies, training sessions, customer support, business reviews and best practice implementation advice. - Developing and maintaining relationships with+ 50 clients - Increasing customer retention and reducing Churn - Enhancing revenue through upsell and cross sell… ver más

Aptitudes: Product Knowledge · Strategic Thinking · Customer Service · Relationship Building

Other experiences as Account Manager and Business Developer

University of Vigo (Spain) - Business School. Bachelor’s Degree in Commerce

• "ERASMUS+" Programme . University of Pau and the Adour Region (France) - Specialisation in Economy and Management
•  "SICUE" Program . University of Girona - Specialisation in accountancy

Université Paris-Est Créteil (France)- Bachelor's Degree Admin and International Trade - International Business

• Study project: International expansion of Hijos de Rivera S.L.
  • Language and culture analysis as determining factors
  • International market research and analysis