Christian Batista Balbino

Responsible for structuring, standardizing, and evolving the commercial operation, fostering strategic alignment between marketing, sales, and post-sales with a focus on revenue predictability, operational efficiency, and sustainable growth. Leads commercial projects, defines performance indicators (KPIs), and implements continuous improvements in workflows to optimize the sales funnel, increase conversion rates, and reduce operational bottlenecks. Integrates cross-functional teams, organizes management methodologies, and monitors commercial targets, ensuring disciplined execution of strategy and strong governance over growth processes. Key results: +108% increase in commercial conversion rate +R$837K in revenue generated from one-off services +52% above revenue target +21% increase in average ticket size

Responsible for ensuring that clients achieve the expected outcomes from the services they have contracted, acting as a strategic bridge between the commercial and operational teams. Leads onboarding processes, structures and monitors customer success plans, tracks key metrics such as NPS, churn, and LTV, and proactively identifies relationship risks, acting preventively to support customer retention and long-term satisfaction. Identifies growth opportunities within the customer portfolio through upsell and cross-sell strategies, while also taking a consultative approach to continuously improve the customer experience and drive long-term value creation.

- Analyze the entire client experience journey across the contracted services in order to develop strategies and planning initiatives based on collected insights, ensuring alignment with the client’s goals and desired outcomes. - Provide client support while applying business management methodologies, closely monitoring the client’s evolution throughout the service lifecycle. - Design and develop new business strategies focused on business management, enabling clients to drive organizational transformation through structured techniques and methodologies. Continuously optimize internal processes to improve performance results and customer satisfaction. - Conduct analysis of SaaS platforms and performance data to generate actionable insights. - Collect and monitor NPS and CSAT metrics to measure customer satisfaction and evaluate the client’s engagement and effort in achieving business growth objectives. - Collaborate with leadership teams on strategic planning initiatives to enhance service delivery, improve customer experience, and increase overall satisfaction. - Develop and lead executive business meetings and strategic sessions. - Plan and execute business events and immersive programs aimed at fostering new business development and advancing management strategies.

Led the structuring of customer relationship and experience methodology, developing personalized service standards tailored to each client’s profile and segment. Oversaw strategic Customer Success initiatives, including NPS implementation and analysis, satisfaction surveys, and the execution of action plans focused on continuous improvement of the client experience. Provided structured feedback to the team and conducted training sessions aimed at standardizing and enhancing service practices, ensuring alignment between communication, delivery, and client expectations. Implemented client engagement and loyalty initiatives, including personalized actions and strategic gifting programs to strengthen relationships and reinforce perceived value. Acted within an internal PMO framework alongside leadership teams, organizing workflows, tracking performance indicators, structuring processes, and ensuring governance across initiatives designed to enhance the overall client journey.

Conducted strategic performance analysis of Google Ads and Facebook Ads campaigns, interpreting key metrics to develop data-driven action plans aligned with clients’ business objectives. Monitored the customer journey throughout the service lifecycle, ensuring alignment between expectations, delivery, and overall experience. Developed digital marketing strategies focused on new business generation, continuously optimizing processes and campaigns to maximize performance, conversion rates, and client satisfaction. Analyzed data from SaaS platforms and performance tools, transforming insights into strategic decisions to drive measurable results.

Conducted data analysis and developed paid media campaigns across advertising platforms, focusing on continuous optimization, performance improvement, and result maximization. Experienced in strategic copywriting and creative asset development for advertising campaigns, aligning persuasive communication, brand positioning, and conversion objectives.

Led active client prospecting initiatives focused on generating qualified opportunities and expanding market presence. Structured and managed the commercial pipeline within the CRM, ensuring predictability, performance tracking, and efficient sales funnel management. Maintained a strategic focus on the digital market, identifying positioning and growth opportunities through online channels. Managed social media platforms, aligning communication, branding, and demand generation with the company’s commercial strategy.

Developed expertise in the SDR role, focusing on commercial strategies aimed at lead qualification, sales funnel structuring, and generating opportunities aligned with growth objectives.

Working as both an SDR and Closer, I developed strong expertise in strategic client communication, leading structured follow-ups to negotiate and close proposals. I also collaborated closely with the marketing team to refine market positioning and optimize niche targeting, aligning commercial messaging with acquisition strategy.

Over the course of three years working in telemarketing, specifically within Customer Service (SAC), I developed strong empathy and client relationship skills, enhancing my abilities in communication, active listening, and conflict resolution. During this period, I was awarded a Quality Seal for one consecutive year in recognition of excellence in service delivery and consistent high-performance standards.

General Sales, Merchandising and Related Marketing Operations focuses on the integrated management of sales strategies, commercial operations, and marketing initiatives aimed at market positioning, growth, and performance. It includes commercial planning, promotional campaign development, market analysis, customer relationship management, sales funnel structuring, pricing strategies, strategic merchandising, and KPI monitoring. The field also involves aligning marketing and sales efforts, optimizing conversion rates, leveraging data-driven decision-making, managing branding initiatives, and executing strategies focused on sustainable growth.

Comprehensive academic training focused on strategic market analysis, consumer behavior, commercial planning, branding, digital performance, sales strategies, pricing, and KPI-driven decision-making. Developed analytical and strategic capabilities aimed at sustainable business growth.

Development of English proficiency focused on professional and academic communication. Strengthened speaking, listening, reading, and writing skills, with emphasis on business communication and cross-cultural interaction.

Conhecimento nas áreas de Excel, PowePoint e Word