Luiz Gustavo Rodrigues

As a Customer Success Manager at Videowise, I play a crucial role in helping my clients maximize the value of our platform to drive increased revenue and improved conversion rates. I focus on building strong relationships through bi-weekly calls, continuously enhancing the customer experience and providing expert guidance to ensure successful platform adoption. Key Responsibilities: Manage and nurture a portfolio of over 40 clients, focusing on reducing churn and increasing retention by meeting key performance indicators (KPIs). Build and maintain strong, long-lasting customer relationships, offering strategic guidance to help clients optimize their use of our video widgets. Collaborate with internal development teams to release new features and share client feedback for feature improvements. Troubleshoot technical issues and provide ongoing support via chat and email, addressing inquiries related to new features, pricing, and general platform functionality. Create tailored implementation strategies for clients, guiding them towards their best possible results on the platform. Oversee the implementation of video widgets on Shopify, ensuring seamless integration and troubleshooting using Chrome Dev Tools to identify and resolve any website-related issues. Provide customer-facing support, both in resolving technical issues and addressing any concerns to ensure smooth and effective platform usage. Tools: Slack for internal communication and collaboration Notion for tracking client projects and managing workflows Gmail for email communication and client outreach HubSpot for customer relationship management (CRM) My goal is to ensure that each client not only succeeds but thrives by leveraging Videowise to its fullest potential.

Provide specialized technical support to clients utilizing e-commerce platforms including Shopify, Bigcommerce, Woocommerce, and API stores. Troubleshoot technical issues related to platform integrations, API usage, HTML, CSS, and Chrome developer tools, ensuring the proper functioning of clients' systems. Assist clients in configuring DNS records (SPF, DKIM, DMARC) to optimize email delivery capability and security. Guide clients in creating and managing email campaigns, segments, automations, and forms tailored to their business objectives. Manage a large volume of tickets, chats, and emails daily, delivering timely solutions and exceptional customer service. Utilize customer support tools including Intercom, Jira, Slack, Slite, and Google Workspace to effectively communicate with clients and internal teams. Address billing inquiries, subscription management, refunds, and other financial transactions to ensure seamless operation and billing experience for clients.

Support for the company’s events platform. My activities were related to platform configurations, hardware, troubleshoot interpreters and participants of our platform, always providing an agile and efficient service. I provided technical support for internal colleagues using Slack. Responsible for providing trainings to end-client on how to use company's platform, and answer all their technical questions. Cooperation with Developers team, Project Managers and Customer Success Managers to analyze and troubleshoot all technical issues, using Confluence and Jira as knowledge base and incidents management. I've been actively utilizing both Salesforce and HubSpot to streamline our interactions and ensure efficient communication with our clients. Salesforce has been instrumental in organizing our client data, tracking interactions, and managing pipelines effectively. Its robust features have helped us maintain a comprehensive overview of our client relationships. Additionally, HubSpot has proven invaluable for its intuitive interface and advanced marketing automation capabilities. Leveraging HubSpot, we've been able to nurture leads, automate follow-ups, and enhance our overall client engagement strategies. Responsible for monitoring and setup events (Zoom Workaround, Hybrid events, On-site events, re-streaming).

Provide support for the company's events platform. My activities are related to platform configurations, hardware, sound configurations, microphones and operating systems, always providing an agile and efficient service. Responsible for monitoring the events, together with other Technicians and Team Leaders.

Properly handle all customer requests, including troubleshooting, and providing feedback to the customer. Responsible for supporting the operation of SGS and Siemens (ServiceNow Portal and Zendesk) in the production environment, solving technical problems, and meeting the SLA requirements. Responsible for monitoring the ticket queue, escalations and reports. Main skills: - Support in operating systems, software and network configurations. – Handle a high amount of calls per day (60+). – Answer to client's e-mails and help them solve any technical issues. – Remote access to troubleshoot, analyze and solve problems using AnyDesk and TeamViewer. – Install and configuration of Windows OS. – Create documents for internal employees use as a knowledge base.

Practice Areas: Pool Kiosk, Restaurant, Warehouse, Reception and Scoth Bar Main achievements: Customer service, English language translation services for foreign guests, increasing guest satisfaction, meeting goals, solving setbacks, stock control spreadsheets.

Creation of logos, advertising banners, website layouts and flyers for events. Skills: Adobe Photoshop and Illustrator.

MEMBER OF THE SCHOOL COLLEGIATE. (Participation in all relevant aspects of the school’s pedagogical, administrative and financial life, always based on the legal rules of the education system).