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Languages  Portuguese - Native or Bilingual   English - Native or Bilingual   Spanish - Native or Bilingual   French - Intermediate People also viewed
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[All talent ↗](https://jobicy.com/talent.md)
* [Overview](#overview)
* [Portfolio](#portfolio)
* [Services](#services)

## About Me

I am a Strategic Project & Operations Manager with experience leading SaaS delivery initiatives across customer success, product operations, and enterprise client management.

I have a strong track record of coordinating cross-functional teams, improving operational processes, and managing high-stakes client relationships in fast-paced environments.

My background includes customer-facing delivery, operational optimization, stakeholder management, and supporting scalable growth across startup and enterprise organizations.

I have led project timelines, training rollouts, and post-implementation evaluations, with a focus on improving adoption, alignment, and execution quality.

I have also managed service contracts, escalations, renewals, and client communications, helping teams maintain strong satisfaction and retention outcomes.

I enjoy working at the intersection of product, operations, and customer success, where I can bring structure, clarity, and collaboration to complex initiatives.

## Skills

### [Project Management](https://jobicy.com/talent/project-management.md)[Problem Solving](https://jobicy.com/talent/problem-solving.md)[Salesforce](https://jobicy.com/talent/salesforce.md)[Communication](https://jobicy.com/talent/communication.md)[SaaS](https://jobicy.com/talent/saas.md)[Account Management](https://jobicy.com/talent/account-management.md)[Stakeholder Management](https://jobicy.com/talent/stakeholder-management.md)[Microsoft Office](https://jobicy.com/talent/microsoft-office.md)[Customer Success](https://jobicy.com/talent/customer-success.md)[Documentation](https://jobicy.com/talent/documentation.md)[Jira](https://jobicy.com/talent/jira.md)[Leadership](https://jobicy.com/talent/leadership.md)[Training](https://jobicy.com/talent/training.md)[Figma](https://jobicy.com/talent/figma.md)[Client Relationship Management](https://jobicy.com/talent/client-relationship-management.md)[Onboarding](https://jobicy.com/talent/onboarding.md)[Vendor Management](https://jobicy.com/talent/vendor-management.md)[Slack](https://jobicy.com/talent/slack.md)[Zendesk](https://jobicy.com/talent/zendesk.md)[Inventory Management](https://jobicy.com/talent/inventory-management.md)[Billing](https://jobicy.com/talent/billing.md)[Teamwork](https://jobicy.com/talent/teamwork.md)[ServiceNow](https://jobicy.com/talent/servicenow.md)[Process Optimization](https://jobicy.com/talent/process-optimization.md)[Operations Management](https://jobicy.com/talent/operations-management.md)[Notion](https://jobicy.com/talent/notion.md)[Trello](https://jobicy.com/talent/trello.md)[Quality Improvement](https://jobicy.com/talent/quality-improvement.md)[Monday.Com](https://jobicy.com/talent/monday-com.md)[Service Delivery](https://jobicy.com/talent/service-delivery.md)[Escalation Management](https://jobicy.com/talent/escalation-management.md)[Gainsight](https://jobicy.com/talent/gainsight.md)[Intercom](https://jobicy.com/talent/intercom.md)[Product Operations](https://jobicy.com/talent/product-operations.md)[Renewal Management](https://jobicy.com/talent/renewal-management.md)[Feature Requests](https://jobicy.com/talent/feature-requests.md)[Customer Success Operations](https://jobicy.com/talent/customer-success-operations.md)[Process Standardization](https://jobicy.com/talent/process-standardization.md)

## Experience

Project & Operations Manager @ S0$#WS0  Jan 2026 - Present Led coordination between product, operations, customer success, and enterprise clients during complex onboarding and delivery initiatives. Managed high-priority customer escalations, ensured alignment across technical and operational stakeholders, defined and optimized internal processes, facilitated cross-functional alignment, owned client-facing communication for strategic accounts, supported organizational scaling through documentation and process standardization, and acted as an operational bridge between leadership, delivery teams, and customers.

Project Manager @ S0$#WS0  Nov 2024 - Jan 2026 Led a multi-phase automation project integrating Zendesk and Ada chatbot, streamlined support workflows for three internal teams, coordinated training rollout for about 20 users, managed project timelines and stakeholder communications, and conducted post-implementation evaluations to identify process improvements.

Client Services Manager @ S0$#WS0  Dec 2022 - Nov 2024 Oversaw delivery of more than 10 IT service contracts, ensured SLA and KPI compliance, maintained client satisfaction above 90%, partnered with internal teams to resolve service issues and identify upsell opportunities, managed billing, inventory, and vendor tracking, and led quality initiatives that improved NPS by 50%.

Customer Success Manager @ S0$#WS0  May 2021 - Dec 2022 Led adoption and training for Avaya Cloud Office across more than 20 client accounts, improved onboarding efficiency, boosted satisfaction scores, acted as liaison between sales, support, and partners, and contributed to a 20% increase in renewal rates.

Customer Success Manager @ S0$#WS0  Aug 2021 - Mar 2022 Managed onboarding and strategy for 64 clients, increased product engagement by more than 40%, improved retention, and provided strategic guidance to optimize platform usage and client outcomes.

Help Desk Analyst @ S0$#WS0  Jan 2019 - May 2021 Delivered multilingual support to pharma clients across Portugal, Spain, South America, the US, and the UK, maintained resolution rates above 95%, ensured compliance with GxP standards, and provided high-quality service for clinical trial software used by global teams.

## Education

S0$#WS0$#W  2013 - 2018  BA, Philosophy

Minor in Tourism, Territory & Heritage. Formation in Modern Languages.

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