Thalita Trasfereti
Florianópolis
Summary
With extensive experience in customer service, including customer support, technical support, software implementation, sales, and customer success, I have primarily worked in SaaS IT companies across various industries such as fashion and clothing, finance, engineering and maintenance, marketing campaign measurement and attribution, and HR. My background includes remote work for both national and international companies, enabling me to effectively manage diverse client needs across different time zones and countries.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Athyna (HR Services and Platform)
11.2023 - Current
- Conducted regular check-ins with both clients and Athyna talent to ensure strong relationships and identify future growth opportunities, including potential upsells.
- Provided comprehensive support to clients and talent on payments, documentation, and HR-related matters.
- Analyzed client NPS and Health Scores, and led regular meetings with the sales team to discuss client health, upsell potential, and opportunities to join our affiliate program.
- Conducted Quarterly Reviews to assess client satisfaction and strategize for future engagement.
- Enhanced the client and talent onboarding process, improving efficiency and satisfaction.
- Structured a knowledge base for Athyna talents and contributed to building the Athyna Community.
- Played a key role in creating discount and partnership programs to benefit our talents.
Customer Success Manager
Branch Metrics (Measurement and Attribution Suite)
05.2022 - 01.2023
- Managed 6key accounts like Amaro and Nubank, supporting their marketing/product and analytics teams with the Branch platform, including training and feature introduction.
- Collaborated with the Software Engineering team to resolve customer issues, maintain positive relationships, and address complaints.
- Developed and executed quarterly business reviews (QBRs) to maximize customer lifetime value.
- Monitored customer KPIs (HS, NPS, reviews, tickets) and identified growth opportunities.
- Partnered with sales to provide insights on customer health, focusing on expansion, new opportunities, and ensuring successful renewals while mitigating downscope or churn risks.
- Supported the sales team with product demos and participated in relevant digital marketing events, organizing client events, and translating articles for the blog.
Customer Success Manager
Infraspeak Brasil (Maintenance Management SaaS Platform)
10.2019 - 05.2022
- Conduct online and in-person onboarding trainings for clients.
- Assist customers with onboarding and product setup to foster successful adoption and usage.
- Develop and implement quarterly plans with customers, including Success Review Meetings, to maximize customer lifetime value.
- Track and analyze individual customer KPIs and overall team performance metrics (Health Score, NPS, customer reviews, referrals, upsell, and churn).
- Create and develop new customer success projects such as Infraspeak Academy videos and Help Center resources.
- Collaborate with the sales team and provide product demos as needed to support sales efforts.
- Analyze customer feedback to identify areas for improvement, leading to enhanced product offerings and customer success strategies.
Customer Success Manager
Exact Sales (Pre Sales SaaS Platform)
02.2019 - 10.2019
- Conducted online onboarding training, including the introduction to pre-sales software and methodology.
- Provided technical support and pre-sales consulting to ensure seamless customer experiences.
- Tracked individual customer KPIs and monitored the overall performance of the customer success team.
- Identified 'at-risk' customers and implemented strategies to mitigate churn.
- Established and nurtured strong relationships with key customers, leading to increased loyalty and retention.
Business Development Agent
Tecjump (IT Infrastructure)
07.2018 - 02.2019
- Created the company's first sales process, from prospecting to closing.
- Managed customer prospecting, prepared commercial proposals, and closed contracts.
- Collaborated with Marketing to develop advertising materials and campaigns.
- Managed sales KPIs.
Commercial Assistant
Stormtech (SaaS Payroll Loan Platform)
10.2017 - 04.2018
- Handled inbound sales, including order processing, payment negotiations, and deadline setting.
- Conducted online product demos and closed sales.
- Monitored external salespeople's commissions.
- Provided post-sales customer follow-ups.
Technical Support
Stormtech (SaaS Payroll Loan Platform)
05.2017 - 10.2017
- Provided technical support and registered tickets in JIRA Service Desk.
- Conducted online software training sessions with customers.
Customer Services
IBM Brasil (Hardware - Mainframe)
07.2010 - 02.2015
- Supported US and South American sales teams.
- Analyzed sales documentation and processed purchase orders in the system.
- Reported monthly team results, analyzed root causes of issues, and implemented resolutions.
Systems Monitoring
IBM Brasil (Mainframe Database)
01.2007 - 12.2007
- Monitored internal systems and escalated level 2 issues to systems analysts based in Boulder, USA.
- Resolved level 1 issues by following procedures established by IBM Brazil.
Education
International Relations Bachelor Degree -
ESAMC - Escola Superior de Adm. Mkt. E Comunicação, Campus Campinas/SP – Brasil
12.2015
Skills
- Customer Service
- Customer Relationship Building
- Inter-department collaboration
- Training and mentoring
- Customer Retention
- Key accounts development
- Report Analysis
- CRM Software
- Negotiation
- Account Management
Certification
- Introdution to Project Management - FGV (2021)
- Pre Sales Certification- Exact Sales (2019)
Personal Information
- Date of Birth: 05/13/1988
- Gender: female
- Nationality: Brazilian
English
I consider my English to be advanced, having worked in international companies since the beginning of my career, where I use English daily in both internal communications and customer interactions.
Languages
English
Advanced (C1)
Spanish
Intermediate (B1)
Portuguese
Bilingual or Proficient (C2)
Timeline
Customer Success Manager
Athyna (HR Services and Platform)
11.2023 - Current
Customer Success Manager
Branch Metrics (Measurement and Attribution Suite)
05.2022 - 01.2023
Customer Success Manager
Infraspeak Brasil (Maintenance Management SaaS Platform)
10.2019 - 05.2022
Customer Success Manager
Exact Sales (Pre Sales SaaS Platform)
02.2019 - 10.2019
Business Development Agent
Tecjump (IT Infrastructure)
07.2018 - 02.2019
Commercial Assistant
Stormtech (SaaS Payroll Loan Platform)
10.2017 - 04.2018
Technical Support
Stormtech (SaaS Payroll Loan Platform)
05.2017 - 10.2017
Customer Services
IBM Brasil (Hardware - Mainframe)
07.2010 - 02.2015
Systems Monitoring
IBM Brasil (Mainframe Database)
01.2007 - 12.2007
International Relations Bachelor Degree -
ESAMC - Escola Superior de Adm. Mkt. E Comunicação, Campus Campinas/SP – Brasil
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