Marcio Conceicao

Managed a portfolio of 40+ customers across Enterprise, Mid-Market, and Government segments, driving adoption, retention, and expansion. Collaborated with GTM teams and Partners to mitigate risk and align customer goals with Atlassian solutions. Led executive engagement and adoption initiatives, leveraging automation and AI-driven strategies to scale impact and improve efficiency.

• Mitigated churn risk for a key enterprise customer generating $2.3M ARR by partnering with AEs, Support, and Engineering to execute a strategic remediation plan. Delivered immediate fixes and long-term optimizations, stabilizing Jira and securing retention.
• Boosted Confluence adoption for a key enterprise customer at renewal risk by leading workshops, automation, and AI-driven enhancements. Increased active user adoption by 52% and secured a $1.29M ARR renewal, driving further platform investment.
• Strengthened relationships with a key enterprise customer generating $1.4M ARR by engaging new stakeholders and securing executive participation in Atlassian’s Advisory and Executive Programs. Increased product alignment, leading to renewal and expansion.
• Introduced a customized AI chatbot to automate adoption mitigation plans, enabling CSMs to support 60+ customers representing $10M ARR. Partnered with the CSM team to scale the solution, influencing workflows and Atlassian’s technical approach to adoption challenges.

Delivered enterprise storage solutions, specializing in troubleshooting, system integrations, and high-priority escalations. Improved case resolution efficiency and documentation processes, earning recognition for process improvements and knowledge sharing. Mentored teammates and collaborated cross-functionally, earning a promotion for consistent impact.

• Increased case resolution efficiency by 20% by improving documentation processes in Salesforce Lightning and Jira, reducing backlog and enhancing team collaboration.
• Worked closely with Professional Services, Senior Engineers, and Developers to troubleshoot and deploy hyper-converged infrastructure solutions, minimizing post-deployment escalations.
• Resolved complex integration issues by leveraging expertise in REST and SOAP APIs, ensuring seamless interoperability between Dell EMC solutions and third-party platforms.

• Provided expert support for Dell EMC’s Object-Based Storage solutions, resolving high-priority issues for enterprise customers across multiple channels, including phone, chat, and case management.
• Maintained a high case resolution rate and customer satisfaction score, ensuring minimal service disruptions and strong customer retention.
• Specialized in troubleshooting large-scale storage infrastructure issues, collaborating with cross-functional teams to accelerate root cause analysis and resolution times.

Managed renewals and customer relationships for 100+ enterprise and government accounts, achieving a 90%+ renewal rate and reducing churn. Strengthened executive engagement and collaborated with Account Executives to identify upsell opportunities, driving revenue growth.

• Managed renewals for 100+ Gartner Technical Professional licenses, achieving a 90%+ renewal success rate, ensuring seamless contract execution and proactively mitigating risks.
• Developed and executed 30, 60, and 90-day renewal strategies, contributing to a 15% reduction in churn and strengthening long-term customer retention.
• Built and maintained relationships with senior decision-makers in Fortune 500 companies and federal agencies, driving renewal discussions and customer engagement initiatives.
• Collaborated with Account Executives to uncover expansion opportunities, identifying IT and business needs that led to a 10% increase in upsell opportunities.

Delivered timely solutions for complex vehicle issues, ensuring compliance with brand policies and enhancing customer trust. Built strong relationships with dealership service managers, reducing issue resolution times and improving collaboration.

• Resolved complex vehicle issues valued at $20,000–$70,000, delivering timely, empathetic solutions that earned consistent customer trust.
• Reduced issue resolution times by 20% by strengthening communication with dealership service managers nationwide.
• Ensured strict compliance with brand policies, enhancing customer confidence and maintaining organizational standards.

Managed high-volume appeals, reducing unresolved cases by 15% through data-driven strategies and streamlined workflows.

• Reduced unresolved appeals by 15% through strategic resolution initiatives and data-driven analysis, improving overall case closure efficiency.
• Analyzed case data to identify trends, delivering actionable insights that enhanced account security and improved operational workflows.
• Improved efficiency and customer satisfaction by working with cross-functional teams to streamline appeals processes.

Collaborated with key stakeholders to enhance donor engagement, streamline fundraising operations, and maintain accurate records, supporting strategic planning and reporting initiatives.

• Streamlined administrative tasks for LDS Philanthropies, enhancing efficiency in fundraising operations and communication.
• Coordinated donor engagement efforts, contributing to an increase in donor retention and participation.
• Maintained accurate donation records and databases, enabling more effective planning and reporting.