Guilherme De Oliveira Carril
Customer Success Manager / Account Manager
São Paulo
Summary
Customer Success Manager / Account Manager with a strong focus on building great relationships and helping businesses grow. I enjoy analyzing data, understanding customer needs and working with different teams to create the best solutions. Experienced in fast-moving environments always looking for ways to improve results. Graduated in Communication and Sociology from the University of East London UK.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Customer Success Manager
DLocal
06.2023 - Current
- Build and maintain strong commercial relationships with key customers ensuring long-term success.
- Use data-driven insights to identify commercial opportunities for the merchants.
- Keep a close eye on transaction trends and work on strategies to manage and optimize volume and conversion rates across markets.
- Work closely with product, fraud and technical teams to address merchant needs improve payment conversion rates and create better customer experiences.
- Collaborate with fraud teams to strengthen fraud prevention measures for merchants.
Customer Success Manager
Casafy
01.2022 - 02.2023
- Helped grow Casafy’s high quality property listings from 300k to over 1 million in just a year.
- Managed relationships with over 1,200 B2B and B2C clients solving issues quickly and ensuring a smooth experience.
- Supported customers with onboarding and product use helping them get the most out of the platform.
- Investigated and resolved customer issues working with teams to make lasting improvements.
Customer Success Manager
Deezer
10.2018 - 12.2021
- Improved team performance and customer satisfaction by refining processes and workflows.
- Led process improvements creating clear procedures and escalation policies to improve customer support.
- Worked with teams across departments to research and resolve customer issues effectively.
- Created reports and insights to help stakeholders understand customer behavior and improve engagement.
- Proactively handled customer requests surpassing KPI targets and enhancing overall experience.
Education
Communication Studies / Sociology
University of East London
01.2011 - 09.2014
Skills
- Key Account Growth
- Customer Relationships & Retention
- Strategic Planning & Communication
- Data-Driven Insights & Reporting
- Cross-Team Collaboration
- Problem-Solving & Process Improvement
Timeline
Customer Success Manager
DLocal
06.2023 - Current
Customer Success Manager
Casafy
01.2022 - 02.2023
Customer Success Manager
Deezer
10.2018 - 12.2021
Communication Studies / Sociology
University of East London
01.2011 - 09.2014
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