MARCELO CRUCCI
Orlando
Summary
Dynamic leader with extensive experience at Oracle, driving client success and service delivery optimization. Achieved an 82% product consumption rate through strategic engagement and cross-functional collaboration. Proven expertise in contract renewal management and crisis intervention, fostering high client satisfaction and loyalty. Bilingual communicator dedicated to enhancing business outcomes.
Overview
32
32
years of professional experience
Work History
Latin America Customer Success Management VP
ORACLE
06.2020 - Current
- Led 7 managers and 120 Customer Success Managers across multiple regions, enhancing cloud contract management.
- Drove successful adoption of Oracle solutions through CSM Global Framework, achieving high client satisfaction.
- Increased product consumption to 82% by implementing strategic customer engagement initiatives.
- Achieved customer reference rate exceeding 85%, fostering loyalty and advocacy.
- Maintained renewal rate above 88%, ensuring steady revenue growth.
- Promoted workplace culture that resulted in Great Place to Work score over 92.
Latin America Customer Success Management Senior Director
ORACLE
05.2017 - 06.2020
- Led a team of 4 managers and 97 Customer Success Managers across Latin America.
- Managed approximately 2,200 cloud SaaS contracts to enhance customer satisfaction.
- Utilized global tools and relationship skills to achieve sales quotas for renewals and expansions.
- Increased customer satisfaction index by 30% through effective service delivery.
- Achieved 40% growth in installed base through strategic client engagement.
- Secured Great Place to Work certification with a score above 90.
Latin America Customer Success Director
ORACLE
12.2015 - 05.2017
- Led 14 customer success managers across Brazil, Argentina, Chile, Peru, and Mexico.
- Managed approximately 850 SaaS Customer Experience Cloud contracts to ensure client satisfaction.
- Achieved sales quota for contract renewals and expansions through relationship management.
- Implemented customer success manager management model for SaaS services.
- Secured renewal of largest telecom contract in Latin America for SaaS WFM services.
- Maintained customer reference rate above 85%.
Advanced Services Manager
ORACLE
12.2014 - 12.2015
- Achieved 160% of advanced services quota, generating $4 million in revenue.
- Led a team of 15 account managers to develop service solutions for Oracle products.
- Managed pipeline generation alongside sales representatives for Oracle product sales.
- Directed deal closing processes to optimize sales outcomes and client satisfaction.
- Oversaw customer relationship management to enhance loyalty and retention.
- Addressed crisis situations effectively to maintain service integrity and performance.
Renewal Sales Representative
ORACLE
01.2012 - 12.2014
- Reported to the Customer Services Sales Director Brazil I was responsible to renewal the support contracts with specifics territories. Main Responsibilities: (a) Customer Management, demonstrating the benefits of oracle support services with a very structure governance model, (b) Escalation management with global support teams and (c) contract renewal negotiation with proper stakeholders in the clients.
- Main Results:
- (a) Always achieved the quota in all 3 years over 100%.
Head of Service Delivery
VERIZON / TERREMARK
01.2010 - 01.2012
- Led operations for full portfolio of services, including colocation and private cloud computing.
- Spearheaded ISO: IEC 27001 certification efforts in Brazil and USA within one year.
- Managed a team of 20 technical staff, ensuring high performance across projects.
- Reported directly to Country Manager Brazil, aligning regional strategies with corporate objectives.
Outsourcing Account Manager
HEWLETT PACKARD
09.2005 - 05.2010
- Managed complex outsourcing contracts, generating significant revenue for HP.
- Led successful US$ 14 million implementation project for Samarco Mineração using HP equipment and SAP.
- Resolved critical customer satisfaction issues for Souza Cruz, reversing negative profit margin.
- Achieved financial targets while ensuring governance and customer management standards.
- Recognized as Most Valuable Player in Orlando for outstanding performance.
- Focused on increasing business volume through strategic customer engagement.
- Oversaw compliance with deliverables and costs for major projects.
- Reported directly to Director of Brazil Services, enhancing operational effectiveness.
Regional Storage Manager
ELECTRONIC DATA SYSTEMS
02.1993 - 09.2005
- Reported to Vice President of Latin America Services with indirect reporting to global storage director.
- Managed storage services and backup & restore for 24 EDS clients across Latin America.
- Enhanced availability of data in managed storage systems and improved restore rates.
- Led major data migration projects, including transition of Telefonica's mainframe system.
Client Operations
ELECTRONIC DATA SYSTEMS
12.2000 - 02.2003
- Enhanced customer perception of managed services through governance model implementation involving all stakeholders.
- Increased availability index for Vale do Rio Doce logistics and purchases environments from 92.5% to 99.5%.
- Renewed U$ 4.5 million outsourcing contract with Coca Cola FEMSA by engaging business units and IT teams.
Other Positions at EDS
ELECTRONIC DATA SYSTEMS
02.1993 - 12.2000
- Coordinated operations team support for Windows and UNIX systems, ensuring seamless functionality.
- Analyzed field services to enhance operational efficiency and system reliability.
- Operated mainframes, maintaining optimal performance and data integrity.
- Interned to gain comprehensive experience across diverse IT platforms.
Education
Executive Education - Top Talent Leadership Program
Michigan Ross
Detroit, USA01.2019
Executive Education -
IESE Business School
Barcelona, Spain01.2018
Executive Education -
Harvard Business School
Cambridge, USA01.2014
MBA - Business Management
Fundação Getúlio Vargas
Porto Alegre, RS01.2010
Graduate Degree - Business Administration
Universidade do Grande ABC
S. Caetano do Sul, SP01.1999
Skills
- Business strategy development
- Client success leadership
- Service delivery optimization
- Cross-functional collaboration
- Key account management
- Crisis intervention and satisfaction
- Financial management expertise
- Bilingual communication
- Contract renewal management
- Partner relationship management
Affiliations
- Running and soccer
- Fishing
- cooking
- donnation
Languages
English
Professional
Spanish
Professional
Portuguese
Native/ Bilingual
Accomplishments
- Oracle Club Awards
- HP MVP
- EDS Quality Person for several years
Timeline
Latin America Customer Success Management VP
ORACLE
06.2020 - Current
Latin America Customer Success Management Senior Director
ORACLE
05.2017 - 06.2020
Latin America Customer Success Director
ORACLE
12.2015 - 05.2017
Advanced Services Manager
ORACLE
12.2014 - 12.2015
Renewal Sales Representative
ORACLE
01.2012 - 12.2014
Head of Service Delivery
VERIZON / TERREMARK
01.2010 - 01.2012
Outsourcing Account Manager
HEWLETT PACKARD
09.2005 - 05.2010
Client Operations
ELECTRONIC DATA SYSTEMS
12.2000 - 02.2003
Regional Storage Manager
ELECTRONIC DATA SYSTEMS
02.1993 - 09.2005
Other Positions at EDS
ELECTRONIC DATA SYSTEMS
02.1993 - 12.2000
Executive Education - Top Talent Leadership Program
Michigan Ross
Executive Education -
IESE Business School
Executive Education -
Harvard Business School
MBA - Business Management
Fundação Getúlio Vargas
Graduate Degree - Business Administration
Universidade do Grande ABC