Managed an enterprise account portfolio ($807K+ ARR), leading full renewal, retention, and expansion strategy across complex global accounts. Closed $159K ARR in renewals, maintaining a low churn risk profile across the portfolio. Reduced Time-to-Value (TTV) by 20% through scalable AI onboarding and adoption playbooks. Designed and executed AI use cases aligned to ROI, connecting product capabilities to measurable efficiency gains. Led executive QBRs and EBRs, aligning C-level stakeholders on AI impact, performance, and expansion opportunities. Monitored account health and risk through health scoring — majority of accounts stable or growing. Partnered cross-functionally with Product, Engineering, and Support to improve AI performance and customer experience. Advised customers on strategic AI integration into workflows, accelerating adoption and long-term value realization.

Managed a portfolio of global enterprise clients, achieving NRR >110% and GRR >94% through strategic adoption and retention initiatives. Accelerated client onboarding by 20% by designing and implementing scalable playbooks, improving early product adoption. Led executive QBRs and EBRs with data-driven success plans focused on measurable business outcomes and AI-powered talent transformation. Identified churn risks and expansion opportunities through health analytics, usage insights, and stakeholder engagement. Acted as strategic advisor for HR leaders, aligning Talent Acquisition and Talent Management challenges with platform capabilities. Collaborated cross-functionally with Product, Support, and Engineering to reduce ticket volume by 15%.

Provided technical support to enterprise customers across the Americas, Europe, and Brazil, achieving an average CSAT of 95%. Awarded "Customer First 2020" for consistently prioritizing client needs and delivering exceptional service quality. Conducted troubleshooting sessions via Zoom, guiding users through complex issues with efficient resolution. Created and maintained knowledge base documentation and process flows, improving team efficiency. Mentored new support agents, contributing to faster onboarding and stronger team performance.

Achieved 90% first-contact resolution through proactive communication and strong product knowledge. Conducted product onboarding sessions and webinars that increased activation and retention among Portuguese-speaking users. Managed customer interactions and pipelines using Zoho CRM, optimizing follow-up efficiency. Translated and localized product and marketing materials, strengthening engagement in the Brazilian market.

Managed a portfolio of B2B clients, ensuring service quality, satisfaction, and retention. Led weekly client meetings to present performance updates and identify upsell and cross-sell opportunities. Translated and localized marketing materials for Portuguese-speaking markets.

Supported sales and marketing operations for the Brazilian market, contributing to lead generation. Assisted in product localization and Portuguese translation to improve accessibility for Brazilian users. Designed and executed email marketing campaigns, driving awareness in new regions.