Hiram Damin

Ubersuggest is a Neil Patel group company. Digital marketing app focused on SEO More than 120k clients worldwide. - Leader of the global customer service operation - Management of CS Onboarding and CS Ongoing operations with a focus on Tech and Digital Touch - 1:1s, Dailys, and PDIs, as well as training. - Creation of the Voice of Customer project - Development of ICP and Peronsas projects by segmentation

Leader of Tagger's customer service operation in Brazil. Management of the Customer Success team with 1:1s, Dailys, PDIs, Team Dynamics and Training. Process improvements in the CS area, creation of the Implementation area (Onboarding) and restructured Adoption area (Ongoing). Monitoring the team in relation to results indicators (OKRs), engagement (LTV, Churn, others) and customer satisfaction (NPS). Results: Annual CS target reached in 2023 Process automation with implementation of CS actions in Pipedrive CRM Structuring the new onboarding to increase revenue from upsells in the second month. Increased customer retention with revenue targets met in every quarter Creation of a new layer of specialized service - ongoin,g focused on strategies and consultative calls

Management of Support and Customer Success teams with 1:1s, Dailys, PDIs, Team Dynamics and Training. Process improvements in the Support area, restructuring of the Customer Success area Implementation of 100% remote work for the Support and CS team Monitoring the team in relation to results indicators (OKRs), engagement (LTV, Churn, others) and customer satisfaction (NPS). Results: Support team restructuring (improvement in NPS scores from 7 to 9) Self-service optimized (increase in self-service from 0.4% to 38% in just 3 weeks). Remote First culture implementation with all team members working remotely. Management of Support and Customer Success leadership teams with 1:1s, Dailys, PDIs, Team Dynamics and Training. Process improvements in the Support area, restructuring of the Customer Success area Implementation of 100% remote work for the Support and CS team Monitoring the team in relation to result indicators (OKRs), engagement (LTV, Churn, others) and customer satisfaction customers (NPS). Results: Restructuring of the Support team (improvement in NPS scores from 7 to 9) Optimized self-service (increase in self-service from 0.4% to 38% in just 3 weeks). Implementation of the Remote First culture with all employees working remotely. Skills: Active listening · Analytical skills · Microsoft Excel · Customer service management · Training · SaaS · Organizational skills · Problem solving · People management · English · CSAT (Customer Satisfaction) · Monitoring (follow up) · Planning · Net Promoter Score · Management · Instruction · Relationship building · Customer satisfaction · Team management · Work groups

Directing and monitoring the activities of the Customer Success area (Onboarding, Ongoing and Support areas). Team performance management, team development, climate and culture, and goal monitoring. Directly involved in the professional development of the team. Execution of 1:1 actions for the development of the employee besides managing conflict situations and aligning the team with other areas.

Direction and monitoring of activities in the Digital Service area, team performance management, team development, climate and culture in addition to monitoring goals. Management of the Digital Service team, working directly with engagement, conflict resolution, care and professional development of the team. Focus on defining priorities for activities and projects and monitoring implementation, 1: 1 actions for employee development, in addition to managing conflict situations and aligning the team with other areas.

Direction and monitoring of activities in the Digital area, team performance management, team development, climate and culture in addition to monitoring goals. Management of the Digital team, working directly with engagement, conflict resolution, care and professional development of the team. Focus on defining priorities for activities and projects and monitoring implementation, 1: 1 actions for employee development, in addition to managing conflict situations and aligning the team with other areas.

Consultancy in Inbound Marketing and Digital Marketing for agencies throughout Brazil. More than 250 agencies served with methodology in Digital Marketing and Inbound Marketing. Creation of training and workshops for the Partner and Customer Success area. More than 40 articles published about Mkt Digital on the blog of Resultados Digitais. - Outlier CS Partner highlight - November / 2018 - Outlier CS Partner - October / 2018 - Outlier CS Partner - July / 2018 - Outlier CS Partner - May / 2018 - Out Teach Out - 2017

Professor de Pós Graduação em Marketing Digital nas disciplinas de SEO e Métricas Digitais