Cristina Pascoal
Franklin,TN
Summary
Dynamic account manager with extensive expertise in the information technology and services sector, specializing in sales strategies, marketing, and customer satisfaction. Proven ability to build and nurture client relationships while driving business growth through effective financial planning and territory management. Over six years of experience in a global business environment, complemented by a strong background in coordinating artist performances, scouting talent, and negotiating contracts. Possesses a deep understanding of IaaS, PaaS, and SaaS industries, along with hands-on experience in channel management and inside sales within the tech landscape.
Overview
13
13
years of professional experience
Work History
Customer Success Manager
Knowbe4 INC
Florida
11.2022 - 04.2026
- Cultivated and strengthened business relationships with internal and external stakeholders to enhance customer satisfaction.
- Partnered with cross-functional teams and management to streamline sales operations, ensuring an exceptional customer experience.
- Enhanced functionality of customer management system (CRM) to support efficient data collection and management processes.
- Executed strategic marketing initiatives to promote products and services for established clients.
- Leveraged extensive product knowledge and technical expertise to evaluate client needs and requirements.
- Analyzed customer feedback to identify trends and recommend improvements to service offerings.
Sales Development Representative
Smartsheet
Boston
03.2022 - 09.2022
- Generate leads and build relationships by nurturing warm prospects, and finding new potential sales outlets.
- Manage and maintain a pipeline of interested prospects and engage account executives for the next steps.
- Utilise sales engagement platform, Salesforce, warm/cold calling, email, and LinkedIn to generate new sales opportunities.
- Research companies and individuals online to identify new potential leads.
- Identify prospect's needs and help them understand the Smartsheet value.
- Build long-term trusting relationships with prospects to qualify leads as sales opportunities.
- Set up meetings or calls between (prospective) customers and account executives.
- Ensure that the sales processes are followed and internal systems are updated accordingly.
- Report to sales development manager with weekly, monthly, and quarterly results.
Business Development Recruiter
Cybercoders
Boston
04.2021 - 11.2021
- Conducted comprehensive interviews and evaluated candidates to identify top talent for recruitment.
- Oversaw the resume screening process to identify top talent for various roles. Collaborated with hiring managers to refine candidate selection criteria. Enhanced recruitment efficiency by streamlining resume evaluation procedures.
- Coordinated communication efforts to establish meetings and calls with potential clients.
- Compiled and delivered comprehensive reports on weekly, monthly, and quarterly performance metrics to support operational insights.
- Managed logistics for interviews, ensuring timely communication with candidates and interviewers.
- Developed and implemented effective sourcing techniques to attract qualified candidates through various databases, including LinkedIn.
Senior Sales and Customer Success Specialist
Service Source
Nashville
03.2013 - 04.2021
- Achieved YOY 115% revenue-based quota by selling renewals/products/services, identifying cross-sell and upsell opportunities when applicable.
- Work within LATAM (Brazil) territory for established Google client for over 6 years with both Google Maps and Search. Quota Attainment: 105%.
- Provides accurate weekly/ monthly/ quarterly sales forecast.
- Master of product knowledge and technical understanding of products and services to effectively assess client needs and requirements.
- Successfully promote products or services for an established client.
- Guide customers through onboarding after product purchase and promote strategic adoption of the product(s) enhancing the customer experience, establishing optimal usage behaviors and accelerating the customer's time to value.
- Utilize data to identify ‘at risk’ and adoption opportunities.
- Initiate steps as needed to remediate customer concerns/roadblocks prohibiting satisfaction or product usage.
- Manage external competitive pressures and effectively handle objections to retain customers or win new customers.
- Manage high volume of customer contacts through phone and email each day – majority of communication is outbound.
- Ensure high level of professionalism during all interactions with customers and prospects.
- Effectively partner and build strong business relationships with both internal and external stakeholders to ensure customer expectations are met.
- Collaborate with cross-functional teams and management to optimize sales processes, and systems and achieve a superior customer experience.
- Maintain the customer management system (CRM) to ensure all relevant data is captured in a timely manner.
Education
Associate - Business Administration
St Charles Community College
St Charles, MOSkills
- Customer account management
- Customer relationship building
- Customer retention
- Client relations
- CRM software
- Account management
- Revenue growth
- Customer service
- Onboarding and orientation
Languages
I am fluent in both Portuguese and English, and have intermediate Spanish skills.
Timeline
Customer Success Manager
Knowbe4 INC
11.2022 - 04.2026
Sales Development Representative
Smartsheet
03.2022 - 09.2022
Business Development Recruiter
Cybercoders
04.2021 - 11.2021
Senior Sales and Customer Success Specialist
Service Source
03.2013 - 04.2021
Associate - Business Administration
St Charles Community College