05 Years SaaS Model
Arthur Alves
Customer Success Manager
Clearwater,FL
Summary
Vivacious individual well-educated in determining customer needs based on discovery and other customer preferences. Portuguese and Spanish fluent with excellent active listening ability, communication, and hard work ethic. Strategic and analytical with motivational leadership style, promoting a positive company culture and high productivity.
Overview
16
16
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Customer Success Manager - North America/LATAM
Adaptive Shield Ltd.
Clearwater (Remote), FL
12.2022 - Current
- Success Planning: Drive growth through meticulous planning, OKRs, and up-sell tactics, maximizing client value throughout subscription lifecycles.
- Technical Proficiency: Coordinate seamless onboarding with SaaS to SaaS integration, end-user training, and technical support liaison.
- Data-Driven Insights: Utilize metrics to enhance adoption, health metrics, and customer success, ensuring sustained value realization.
- Trusted advisor, cultivating client relationships and providing consistent strategic guidance to align SaaS security with unique use cases.
- Problem Solving: Navigate escalated issues, fostering client advocacy and negotiating renewals.
- Collaboration with clients to curate case studies, reviews, and references, effectively supporting the marketing team in amplifying the authentic voice of our customers.
Customer Success Manager- SMB/Enterprise
KnowBe4 Inc
Clearwater (Remote), FL
12.2017 - 12.2022
- Manage steps of onboarding process with customer including: account configuration, product and best practice training, initial cyber security awareness program, and other change management activities.
- Monitor customer usage, adoption, and customer health metrics.
- Continually work with customers to support ongoing successful adoption of KnowBe4’s products and to drive additional value throughout the lifetime of the subscription term.
- Perform periodic business reviews with customers' leadership team to confirm satisfaction, resolve technical issues, and continually drive successful product adoption.
- Track and manage customer life cycle to ensure delivering of value, results and outcomes that align to customer objectives.
- Serve as primary contact for all customer needs including customer escalations related to account health and service renewals.
- Manage in renewal negotiations with customers to prevent churn and secure optimal terms
Senior Project Manager
Fixing Fox LLC (MSP)
Pittsford, NY
07.2007 - 08.2017
- Over 9 years of project management experience collaborating with over 120 local organizations.
- Responsible for orchestrating internal and cross-organizational teams to drive and deliver contract obligations.
- Presented projects on-site, virtually, and written. Able to demonstrate competence and convey technical information among various levels of management and departments.
- Engaged with customers to effectively build rapport and lasting relationships.
- Negotiated new service contracts agreements, and renewals.
- Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs
Education
Bachelor of Arts - Cultural Anthropology
SUNY College At Geneseo
Geneseo, NY 06.2003 - 11.2006
Skills
Customer retention
Software
05 Years - Cloud Computing
09 Years - SalesForce
10 Years - IT hardware
13 Years - IT infrastructures
13 Years - Project management
13 Years - Microsoft Suite/Server
5 Years - G-Suite/Server
13 Years - Apple OS
5 Years - Zendesk
5 Years - Envisage
CSM/Sales Statistics
- 2023 Deal Retention 95.83% (AS)
- 2023 Net Dollar Retention 122% (AS)
- 2022 Awarded "Top Performer CSM" and "Grand Master Jedi CSM"(KB4)
- 2022 Net Dollar Retention Avg. 129% (KB4)
- 2022 Deal Retention Avg. 96% (KB4)
Timeline
Customer Success Manager - North America/LATAM
Adaptive Shield Ltd.
12.2022 - Current
Customer Success Manager- SMB/Enterprise
KnowBe4 Inc
12.2017 - 12.2022
Senior Project Manager
Fixing Fox LLC (MSP)
07.2007 - 08.2017
Bachelor of Arts - Cultural Anthropology
SUNY College At Geneseo
06.2003 - 11.2006
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