Eduarda Matos

Account Manager @ Crescendo

About

Hi, I’m Eduarda. I’m an Account Manager at Crescendo with over six years of experience in Customer Service and Customer Success, focused on SaaS products.I manage over 300 customers and act as their main point of contact for anything related to their accounts. That includes troubleshooting issues, optimizing account setup, guiding best practices, onboarding new admins, and training both new and existing users. I’ve developed deep knowledge of the platform’s functionalities, which allows me to go beyond answering questions and actually help customers use the tool more strategically.My day-to-day is fast-paced and very hands-on. I move from one video call to another, respond to chats in the general queue, handle emails, and manage ongoing projects for my assigned accounts. I’m used to juggling multiple priorities at once without losing attention to detail or responsiveness.I work across chat, video, and email channels, and I’m comfortable using different CRMs, including Zendesk, to deliver consistent and high-quality support.In a nutshell: I help customers feel confident using the product, solve their problems efficiently, and make sure they’re getting real value from the platform.

Country

Brazil

City

Franca

Industry

Information Technology & Services

Skill

Account Management, Customer Onboarding, Customer Success, Software as a Service (SaaS), Customer Service Representatives, Customer Support, Project Management, Brazilian Portuguese, Spanish, Recognition Awards, Wiki Development, Technical Support, Adobe Illustrator, Microsoft Office, User Experience (UX), Communication, Prototyping, User Experience Design (UED), Customer Loyalty, Adobe Photoshop

Experience

Account Manager

Crescendo

2024-10 - Present · 2 yrs

I'm an Account Manager for over 300 customers for a Financial SaaS (Software as a Service). My responsibilities include: - Onboarding new admins - Account review - Technical support - API-based integrations - Peer training - Offering support through multiple channels (chat, ticket and video calls)

Account Manager

PartnerHero

2022-2 - 2024-10 · 2 yrs 9 mos

Customer Support Associate

PartnerHero

2020-9 - 2022-2 · 1 yr 6 mos

I worked as a Bilingual (English and Portuguese) agent for one of the biggest online educational platforms in the world. My responsibilities included: - Answering tickets and chats via Zendesk - Internal Wiki updates - Processes Development and Standardization

Customer Support Agent

PartnerHero

2020-5 - 2020-9 · 5 mos

I worked as a tier 1 support agent for an IoT device company. My responsibilities included: - Answering tickets in English via Zendesk - Routing tickets to the correct departments I was awarded as the agent who resolved the most tickets with the highest customer satisfaction twice in four months.

Customer Support Associate

INTERNATIONAL WEB SERVICES

2018-2 - 2019-9 · 1 yr 8 mos

I was a customer support agent for an entertainment company. My responsibilities included: - Answering tickets in multiple languages via Zendesk - Creating and updating email templates