Ricardo Carneiro

I am responsible for the Plano and Fluxo products, leading the Product, Customer Success, Customer Experience, Support, and Implementation teams. My role is to ensure the continuous evolution of the solutions, operational efficiency, and a consistent customer experience across the entire lifecycle. I currently lead a team of more than 100 professionals. Key Achievements and Product Impact: Led the modernization of the development operation, transitioning from a traditional waterfall model to a fully structured agile framework, introducing squads, rituals, prioritization, and governance. Took ownership of the strategic product roadmap, ensuring alignment between customer needs, business priorities, and operational capacity. Significantly increased the volume of projects, releases, and product improvements delivered, enhancing speed, predictability, and perceived value. Directed strategic initiatives that resulted in a 70% reduction in system failures, improving stability, reliability, and overall performance. Implemented and improved processes for backlog management, discovery, prioritization, and validation, strengthening the product discipline within the organization. Established operational and technical KPIs to monitor delivery quality, performance, and efficiency. Strengthened cross-functional collaboration between Product, Engineering, Implementation, and Support, eliminating silos and accelerating value delivery. Customer Experience Results 10% annual churn 86.5% gross revenue retention 99% CSAT Scope & Leadership Executive leadership of Product, CS, Support, and Implementation. Governance of roadmap, prioritization, delivery processes, and operational frameworks. Leadership of strategic initiatives focused on stability, modernization, and scalability. Responsible for culture, customer experience, and the end-to-end customer journey.

I was responsible for building the Customer Success organization from the ground up, creating the strategic, operational, and cultural foundation that supported the company’s growth in the years that followed. I led the centralization of the customer lifecycle and the development of processes, rituals, and performance indicators that scaled operations and strengthened the overall customer experience. Key Achievements Established the Customer Success organization, defining processes, governance, goals, KPIs, teams, and adjacent areas (Customer Success, Customer Experience, Support, Implementation, and Customer Relationship). Designed and implemented two strategic service fronts: CSR (Customer Service & Relationship): support, service, relationship, and experience. ISM (Implementation Success Management): onboarding, adoption, expansion, and renewal. Developed monitoring methodologies, playbooks, engagement frameworks, and prioritization models that increased predictability and operational efficiency. Built the customer Health Score model and implemented active portfolio management. Created operational and executive rituals, including QBRs, feedback loops, and risk assessments. Led integration initiatives across Product, Support, Implementation, and Customer Success teams to eliminate silos and accelerate value delivery. Supported the company’s accelerated growth by ensuring operational stability and scalability. Scope & Leadership: - Led multidisciplinary teams across Support, Customer Success, Implementation, and Customer Relationship. - Built and developed teams, processes, KPIs, workflows, and governance structures. - Responsible for customer culture, experience, and the end-to-end customer journey.

As Product Manager, I focused on scaling the system’s performance, architecture and operational capacity, preparing Plano for accelerated growth. During this period, the platform expanded from 20,000 to 60,000 monthly accesses, processing millions of records and calculations with greater stability and efficiency. I also supported the expansion of the customer base, strengthening the product’s architecture and helping the platform surpass 10,000 active users. My work combined product strategy, technical understanding, prioritization, and customer-centric decision-making. Key Achievements: - Scaled the platform from 20,000 to 60,000 monthly accesses. - Evolved the architecture to support millions of records and calculations. - Supported growth beyond 10,000 active users. - Delivered key enhancements and new capabilities to sustain expansion. - Strengthened product prioritization and performance practices.

As Operations Manager, I played a key role in the evolution of Plano, one of the first planning and performance management software solutions delivered in a SaaS model in Brazil, launched in 2014 at a time when cloud-based platforms were still uncommon in the market. Leading the development, support and implementation teams, I contributed directly to expanding the product’s maturity, stability and national relevance. I executed all client migrations from legacy systems to the new SaaS platform and personally managed the implementation of the first 60 customers, ensuring quality delivery, adoption consistency and standardized processes. I also led operational restructuring, redesigned workflows, and established continuous improvement practices that supported the growth and competitiveness of the product. Key Achievements: - Drove the evolution of Plano into a nationally recognized SaaS solution. - Executed full migration of legacy-system customers to the new cloud platform. - Personally implemented the first 60 customers, ensuring adoption and stability. - Redesigned operational processes to support scale and performance. - Led development, support and implementation teams to deliver consistent results.

This was my first experience leading people and a pivotal period in expanding my systemic understanding of product, clients, and operations. I worked closely with consultants, developers, managers, and clients on complex projects, learning from different perspectives and strengthening the foundation of my leadership style. I was responsible for organizing priorities, coordinating activities, supporting implementations, and ensuring alignment between client needs and technical delivery. Key Responsibilities and Learnings: - First formal leadership role, developing skills in team management, prioritization, and communication. - Continuous learning from colleagues, managers, and clients, which broadened my understanding of operations, technology, and user needs. - Coordinated the Consulting and Development teams, defining schedules, activities, and follow-up routines. - Supported system implementations through client presentations, training sessions, and technical validations. - Managed the improvement and development request pipeline, connecting client needs with the technical team. - Acted directly in critical projects, assisting in issue resolution and ensuring timely delivery. - Reported project progress and team status to senior management.

I was responsible for the technical implementation of the company’s systems across clients of various sizes and industries, leading end-to-end delivery from requirements gathering to go-live stabilization. My work included system configuration, integration development, data validation, training, and on-site support throughout Brazil. I executed implementations directly within clients’ on-premises infrastructures, ensuring technical accuracy, system stability, and seamless integration with ERPs and databases. Key Responsibilities and Achievements: - Led full-cycle technical implementations, from scoping and configuration to deployment and post-implementation support. - Developed, documented, and validated system integrations with ERPs and corporate databases. - Conducted process analysis, defined technical requirements, and specified development needs. - Delivered on-site training sessions, workshops, and knowledge transfer for end users and financial teams. - Managed testing routines, data validation, and issue resolution to ensure smooth go-lives. - Supported development and consulting teams in diagnosing and resolving critical technical issues. - Traveled frequently across Brazil to execute projects directly with client teams and stakeholders. This role laid the foundation for the company’s future SaaS evolution and significantly strengthened our technical and operational capabilities.

I worked on the development and evolution of systems for financial planning, forecasting, and performance management, contributing to the early foundations of the product that would later become the company’s SaaS platform. I was responsible for analyzing requirements, developing features, maintaining core modules, and improving system performance and stability. I also managed version control routines, release packaging, and delivery of updates to clients. Key Responsibilities: - Developed and maintained features related to financial planning, forecasting, and performance analysis. - Contributed to the evolution of the system’s architecture, improving stability, scalability, and usability. - Analyzed requirements and implemented enhancements based on feedback from consultants and clients. - Managed versioning, build packaging, and technical documentation for releases. - Debugged issues, optimized routines, and provided advanced technical support for critical environments. - Collaborated with consulting and implementation teams to ensure system adherence to client needs. - Worked extensively with databases and SQL, including modeling, queries, and high-volume data processing routines.

I worked on the development and support of an ERP system designed for small businesses, covering core operational areas such as inventory management, financial control, sales, and electronic invoice issuance. I collaborated closely with analysts and support teams to ensure product stability, continuous evolution, and alignment with client needs. Key Responsibilities: - Developed and maintained ERP modules including inventory, sales, finance, and billing. - Implemented fiscal rules and routines for electronic invoice issuance (NF). - Provided advanced technical support, troubleshooting issues for clients and internal teams. - Optimized database structures, queries, and system routines to improve performance. - Participated in testing, validation, and deployment of enhancements based on user feedback. - Worked directly with business teams to translate operational requirements into system features.