Alessandro Dutra

Customer Success Manager

London, England, United Kingdom17 yrs 4 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Proven track record in Customer Success Management.
Expert in driving product adoption and customer engagement.
Strong background in financial services and digital transformation.

Stackforce AI infers this person is a Customer Success Manager with expertise in SaaS and Financial Services.

Contact

Skills

Core Skills

Customer Success ManagementCx DesignAccount ManagementCustomer ExperienceDigital TransformationTechnical SupportCustomer ServiceTechnical TrainingErp ImplementationSalesFinancial ServicesInvestment BankingClient Management

Other Skills

Customer Journey MappingCustomer InsightsBusiness Value driversAccount StrategyCustomer PresentationsCreative SolutionsCustomer MetricsProduct ExpansionProduct AdoptionCloud ComputingCustomer Lifecycle ManagementWebinarsContract RenewalsTroubleshootingERP Software Deployment

About

Experience in Technology, SAAS, Customer Experience (CX), Digital Transformation, Financial Services, Hospitality and Call Center Environment. Specialties: Customer Success Management, Account Management, Customer Service, Technical Support, Negotiation, Sales & Pre-Sales, Strategic Thinking, Mentoring. Industries: Software, Financial Services & Investment Banking, Hospitality, Non-Profit, Education. My Top 5 Strengths: 1. Connectedness 2. Empathy 3. Developer 4. Context 5. Communication

Experience

17 yrs 4 mos

Total Experience

1 yr 11 mos

Average Tenure

4 yrs

Current Experience

Zendesk

6 roles

Principal Customer Success Manager - Enterprise UKI

Promoted

Mar 2026 – Present · 2 mos

Senior Customer Success Manager - Enterprise

Promoted

Oct 2022 – Mar 2026 · 3 yrs 5 mos

As a Sr CSM, I work with the largest Zendesk customers in the UK&I collaborating with their multiple organisations, from a CXO-level down to senior customer experience leaders and to the administrators running Zendesk solutions to make sure their business outcomes are achieved as fast as possible using our cutting-edge Zendesk solutions.
Deliver outcome-driven engagement throughout the customer’s journey using Zendesk solutions – from onboarding, to success planning, through product adoption and value realisation.
Remove obstacles to product adoption and raise the bar for the overall Zendesk customer experience throughout the customer journey.
Be the change agent force that continuously advocates for and on behalf of the customer, providing actionable, customer-driven feedback to the Zendesk ecosystem.

Customer Success ManagementCX designCustomer Journey MappingCustomer InsightsTechnical Support

Enterprise Customer Success Executive

May 2022 – Oct 2022 · 5 mos

Senior Customer Success Consultant - EMEA

Promoted

Sep 2020 – Sep 2021 · 1 yr

As a Senior Customer Success Consultant, I effectively:
Understand the trends/challenges within the customer service industry. I am comfortable with the different customer industries (needs, challenges, requirements).
Identify Business Value drivers with my customers early in their life cycle to make it easier to mitigate churn and contraction and periodically measure the progress towards those business value objectives.
Actively partner with the Sales team to build account strategy to ensure growth and retention within customer book of business.
Adapt at pitching services where appropriate, and successfully manage a book of business accurately forecasting churn/contraction with minimal help and maximum reliability.
Partner with customers remotely and also have a strong ability to deliver customer presentations onsite.
Actively coach more junior colleagues to succeed within the team, I am thought leader amongst peers and educate those beyond the immediate business area on the function and its role in the broader organisation.

Customer Success ManagementBusiness Value driversAccount StrategyCustomer PresentationsAccount Management

Customer Success Consultant - EMEA

Feb 2019 – Sep 2020 · 1 yr 7 mos

Same attributions as those performed in Brazil but based in London, part of the EMEA team covering the UK, Ireland and Middle East territories.

Customer Success Consultant - Brazil

May 2017 – Jan 2019 · 1 yr 8 mos

Working to provide creative solutions for our customers business goals, I consult on best practices for their unique configuration(s), help measure their key metrics against industry standards and comparative benchmark data analysis, and make recommendations for optimising their Customer Experience organisations as they continue to scale.
Strategic advisor to develop long term partnerships with customers to ensure confidence in their software investment. I assist with maximum adoption of their current Zendesk solution, identify product expansion opportunities and prevent churn.
I also participate in some important conferences presenting keynotes on behalf of Zendesk on topics such as Customer Experience, Omnichannel strategy, etc.

Sprinklr

Lead Success Manager, Global Strategic Accounts

Sep 2021 – May 2022 · 8 mos · London, England, United Kingdom

Santodigital

2 roles

Customer Success Manager

Jul 2016 – May 2017 · 10 mos

Customer Success Manager with a focus in the biggest companies (100+ employees) of the G Suite customers base.
Development of services portfolio to proactively offer it to our customers in order to drive product adoption and ensuring they achieve maximum value from their investment;
Identify business’ process improvement areas, sharing and implementing changes through innovation;
Demonstrate the gains in productivity by using cloud computing services and how to extract the best from the G Suite solutions;
Increase of 37% in the G Suite's adoption rates within the clients in which we implemented our Digital Transformation program;
Motivate team and perform sales to drive a 93% Q/Q growth of services sales within the Q3/2016;

Customer ExperienceCreative SolutionsCustomer MetricsProduct ExpansionCustomer Success Management

Account Manager

Aug 2014 – Jun 2016 · 1 yr 10 mos

Account Manager responsible for the whole CLM (customer lifecycle management) process of the G Suite customers base.
Organized periodical events and webinars to bring out new features and success use cases;
Redefined the company’s billing methodology in the face of the Brazilian economic scenario;
An average of 80 contracts renewed monthly. Performance: Q1-Q4/2015 95,1% and Q1-Q2/2016 97,3%;
Performed 157% over campaign’s target aiming the upgrade of customers’ accounts to the unlimited version of G Suite;
Onboarded and trained new and less experienced staff to be in charge of the renewal process of customer contracts;

Product AdoptionDigital TransformationCloud ComputingCustomer Success Management

Voxpro

Technical Support Specialist

Jan 2014 – Jul 2014 · 6 mos · Cork, Rep. of Ireland

G Suite bilingual (English/Portuguese) technical support agent.
Troubleshot technical issues and suggested an optimized use of the tools to Admin users;
Followed the high standards of customer service and effective troubleshooting, characteristics of Google and its Service Level Agreement (SLA);
Received 100% of positive surveys from customers attended;
Performed an average of 112,5% over the cases closure’s target;

Customer Lifecycle ManagementWebinarsContract RenewalsAccount ManagementCustomer Success Management

Light system software ltda

Technical Trainer

Apr 2013 – Jan 2014 · 9 mos · Limeira e Região, Brasil

Technical consultant and deployment specialist of Enterprise Resource Planning (ERP) software for small and medium businesses.
Worked on the full technical deployment of ERP software;
Trained corporate clients in the use of the different system modules;
Responsible for tax advisory and the software configuration for an optimized adequation to the Brazilian tax legislation.

Technical SupportCustomer ServiceTroubleshooting

Starwood hotels & resorts worldwide, inc.

Sales and Service Associate

Nov 2011 – Mar 2013 · 1 yr 4 mos · Cork, Rep. of Ireland

Bilingual (English/Portuguese) sales associate.
Handled calls in order to take reservations and provide customer support for related queries;
80-100 calls received per working day;
Successfully completed in-depth Customer Service training;
Fully trained to use the softwares utilized in the company, such as Starguest and Saratoga.

Technical TrainingERP Software DeploymentERP Implementation

Banco itáu unibanco

Corporate Accounts Manager

Jul 2010 – May 2011 · 10 mos · Sao Paulo - Brazil

Banking account manager of large companies (São Paulo Area).
Managed clients from the corporate segment of the bank, composed by companies with revenue between US$2MI and US$15MI per year;
Worked as a financial consultant of the clients in order to understand their necessities and offer the right bank services and products.

Customer SupportSalesCustomer Service

Banco santander (brasil) s/a

2 roles

Stock Market Manager

Mar 2009 – Jul 2010 · 1 yr 4 mos · Araraquara, SP, Brazil

Manager of the stock market department in one of the bank branches.
Managed clients investment folio;
Prospected new investors;
Position demanded a high analytical vision of the financial market, and more specifically of the Brazilian stock market to perform the daily activities;

Banking ServicesFinancial ConsultingAccount ManagementFinancial Services

Prospecting Manager

Mar 2008 – Mar 2009 · 1 yr · Araraquara, SP, Brazil

Manager of new customers acquisition.
Had the responsibility to attract new customers to the bank;
Sold bank products portfolio, such as credit card, personal credit lines, loans;
Position demanded a very high sales performance, as well as excellent communication and planning skills.

Investment ManagementClient ProspectingInvestment BankingClient Management