Marcela Calixto Dysjaland

Director of Customer Success, Operations & Process Optimization at M&O Partners, leading customer success strategy, operational structuring, and strategic initiatives across client engagements and internal functions. I operate at the intersection of strategy and execution, supporting international companies through market entry, operational setup, and scale-up phases in complex environments. My role combines hands-on execution with strategic oversight, ensuring that businesses are structured for efficiency, alignment, and sustainable growth. In parallel, I oversee the Recruitment function, leading talent acquisition for both M&O Partners and our clients, with a focus on executive and leadership roles critical to successful market entry and expansion. I work cross-functionally across legal, tax, finance, HR, and operations to align stakeholders, streamline processes, and ensure consistent, high-quality delivery. Key focus areas: Customer Success & Client Strategy Designing and executing tailored customer success strategies aligned with client objectives, acting as a senior point of contact to ensure delivery quality, alignment, and long-term value creation. Operations & Process Optimization Structuring and optimizing workflows to improve efficiency, scalability, and governance; implementing clear processes, KPIs, and ownership models to support growth and operational maturity. Strategic Project Execution Leading complex, cross-functional projects from planning through execution and stabilization, ensuring alignment, timely delivery, and effective coordination across multidisciplinary teams. Market Entry & Team Building Supporting foreign companies in establishing and operating in Brazil, including entity setup, operational readiness, and recruitment of key leadership roles to enable successful launch and growth.

Led Customer Success and account growth initiatives for Smart Age Solutions, a digital marketing agency delivering end-to-end solutions to 200+ local and national luxury fashion, watch, and jewelry retail brands. Key responsibilities and achievements: Customer Success & Revenue Growth: owned the full customer lifecycle, including onboarding, adoption, retention, expansion, and advocacy. Played a key role in driving upsell and cross-sell opportunities by aligning client objectives with scalable digital solutions. Account Strategy & Relationship Management: acted as a senior point of contact for high-value clients, building long-term, trust-based relationships and consistently exceeding service and performance expectations. Process & Operational Improvement: contributed to the development and optimization of customer success and account management processes, improving internal alignment, execution efficiency, and client outcomes. Strategic Initiatives & Value Creation: partnered with leadership and delivery teams to design and implement initiatives that enhanced customer value, supported business development, and responded proactively to market and industry trends.

Served as Key Account Director within the Customer Success team, with ownership of relationships and growth strategy for the company’s most strategic and high-value accounts. Key responsibilities and contributions: Strategic Account Management: led the development, retention, and expansion of key client relationships, maintaining a deep understanding of client objectives and ensuring alignment with business outcomes. Customer Success Strategy & Execution: designed and implemented tailored customer success plans for enterprise-level clients, supporting long-term value creation, adoption, and growth. Cross-Functional Collaboration: worked closely with sales, product, and operational teams to scale customer success initiatives and ensure consistent, high-quality delivery across accounts. Problem Solving & Value Delivery: addressed complex client challenges through structured analysis and solution design, contributing to improved client satisfaction, retention, and account performance.

Served as Senior Customer Success Manager, responsible for managing and growing relationships with high-value customers using software and digital marketing solutions. Owned the full customer lifecycle, from onboarding and adoption through ongoing usage, support, and optimization. Key responsibilities and contributions: Customer Enablement & Adoption: led onboarding, integration, and enablement initiatives to ensure customers fully leveraged platform capabilities and achieved measurable business outcomes. Strategic Account Ownership: acted as a trusted advisor for high-value clients, maintaining strong, long-term relationships and aligning product usage with customer objectives. Lifecycle & Retention Management: managed day-to-day customer operations while proactively identifying risks, opportunities for optimization, and areas for expansion. Data-Driven Execution: monitored usage, performance, and engagement data to inform decisions, improve customer experience, and support retention and success initiatives

- Responsible for customer portfolio management, development, retention and expansion - Build, maintain and leverage strong relationships with Business Decision Makers within each customer to influence adoption. - Ensure that customers are fully engaged and getting the value they expect through on-boarding and training - Proactively identify new workloads and expansion opportunities in each account - Participation in technology product design to create the tools that customers need

-Focusing on advising my substantial client base on best practice marketing to reach their strategic goals, helping them to manage and monitor large-scale international recruitment campaigns. -Providing higher education institutions with advanced online marketing and advertising solutions -Performing market research and using web meetings to demonstrate growth opportunities for universities, colleges and other higher education institutions looking to attract more qualified students for their degree programs. - Supporting, coaching and training a team of marketing and communications experts to grow our portfolio of customers and ensure they provide excellent customer service.

Being part of the executive board AIESEC BI, my responsibilities as head of finance were financial planning, investment decisions, budgeting and accounting. As head of operations I focused on strategic planning, goal setting, directing the operations of the organization in support of its goals and measuring progress in order to keep the entire organization on track.

AIESEC is the world’s largest student-run organization and is found today in over 124 countries. AIESEC’s main focus is to provide a platform for young people’s leadership development. As member of AIESEC I have the opportunity to participate in national and international conferences, develop skills in sales, marketing, public relations, management and a unique development of language skills and knowledge of different cultures.

Working across multiple administrative routines, with emphasis on contact and negotiation with internal and external customers, acquire new customers and focus on sales of various banking products, such as insurance and saving plans etc.

Trainee at HSBC Bank Brazil SA - Multiple Bank, working as a supervisor at the Central Regional Operations Management doing routine supervision of banks and project management of the North East and South East (Brazilian) regions, supporting the commercial, financial and personnel management.