Tarik Antunes
Summary
"I enjoy solving problems, tackling complex challenges, and finding creative solutions. Working with customers and truly understanding their values is my priority to be their advocate. I am finding solutions to bring results, thinking outside of the box, and working with other teams to develop strategies and deliver success outcomes. Challenges only motivate me to change and innovate."
Overview
9
9
years of professional experience
Work History
Customer Success Manager
Optimizely
05.2022 - Current
- Assist customers with a personalized 'white glove' experience, exceeding expectations.
- Build close relationships with senior management and implement retention strategies to prevent client churn.
- Introduce new products and services to customers, focusing on cross-selling from our DXP base.
- Stay updated with industry trends and foster a continuous learning culture.
- Support colleagues and customers using the Optimizely Suite.
- Utilize data analysis to uncover insights and develop actionable plans.
- Manage customers throughout the lifecycle, ensuring a smooth journey.
- Develop and execute a comprehensive customer success plan to drive satisfaction and ROI.
- Be the primary point of contact, providing exceptional service.
- Generate leads, manage contract renewals, and nurture growth opportunities.
- Ensure a seamless customer renewal process and a high level of customer satisfaction.
- Track key performance indicators effectively using CRM and customer success management tools.
- Inform the Manager and Director of account growth opportunities and escalated issues.
- Establish strong client relationships for outstanding retention.
- Demonstrate value and drive business growth through customer presentations.
- Collaborate with other departments, especially sales, for a cohesive customer success approach.
- Stay updated on industry developments and engage in self-development.
Commerce Cloud - Senior Customer Success Manager
Salesforce
07.2019 - Current
- Monitored metrics and developed actionable insights to improve efficiency and performance for the coming quarter.
- Developed documentation of implemented solutions and industry expertise.
- Recommended changes, improvements or enhancements in products to product development team based on customer feedback and needs.
- Identified sales opportunities by assessing environment and roadmap.
- Assisted clients in building successful Market strategies to improve revenue and business growth.
- Deliver presentations with compelling messages to technology and business audiences.
- Significant customer facing experience leading enterprise customers through business or technology transformations with large account/project.
- Build trust with customers by showing Integrity in all that I do.
E-Commerce - Product Owner
Country Road Group - POLITIX
09.2015 - 06.2019
- Structure and manage projects and integration.
- Establish and maintain processes to manage scope over the project lifecycle.
- Oversee and drive the development of project deliverables of the highest quality and impact.
- Effective program and project estimation and planning.
- Partner with other project leaders to lead teams and web developers. Build and structure the project team to ensure maximum performance.
- Ensure the use of best practices, apply lessons learned from previous projects, and ensures a positive, collaborative work environment for the team.
- Regular analysis and identifying optimization opportunities
- Management of online merchandising and product recommendation.
- Ensuring the website is maintained to be up-to-date, fresh, content rich and engaging. Includes content uploading on homepage, mega menu (desktop and mobile) and landing page creation
- Creating A/B tests that are accurate and relevant, to positively impact online trading performance.
E-commerce - Merchandiser
POLITIX
05.2015 - 09.2015
- Online product creation – including descriptions, technical specification, SEO and image uploading.
- Assisting with customer care and order processing during peak periods.
- Basic photo editing using Photoshop/Lightroom.
- Support technical releases with testing and verification
- Identify and support with resolving any possible online issues
- Assist with uploading content and promotions to the website
- Preparing and uploading supplier price changes
- Coordinating with our warehouse to discontinue & delete products
- Supporting the E-Commerce Manager with additional duties
Education
Bachelor of Arts - Media And Advertising
Centro Universitário Barão De Mauá - Unidade Central
Ribeirão Preto, SP2009
Skills
High level of competency:
- Optimizely suite
- Salesforce - Commerce Cloud
- Salesforce - Marketing Cloud
- Salesforce - Platform CRM
- Google Products
- Magento 10
- EMS
To bring results:
- Merchandising Strategy
- Retail knowhow
- Website optimization (UX, UI)
- Test and learn approach
- Customer focused
Accomplishments
eCommerce Revenue Grow
I have created and delivered a 5 Day workshop for key/strategic Enterprise Commerce Cloud customers. The Workshop was tailored to increase online revenue (GMV), user experience (UX) and return on investment (ROI). One of those customers has reported a GMV increase of 200%+ in comparison to the prior average performance.
Preventing churn & increasing adoption.
Aligned with customer stakeholders to understand churn reasons and needs. Demonstrated the value of Optimizely technology to address customers' needs, driving technology adoption. Successfully reported ROI, preserving the partnership with one of APAC's biggest customers and contributing to their company growth.
ROI
By strategically deploying appropriate resources at critical times, making informed decisions on prioritization that directly aligned with the specific business objectives and value of the customer, I successfully supported customers in achieving a positive return on investment (ROI).
Languages
Fluent English and Brazilian Portuguese speaker.
Timeline
Customer Success Manager
Optimizely
05.2022 - Current
Commerce Cloud - Senior Customer Success Manager
Salesforce
07.2019 - Current
E-Commerce - Product Owner
Country Road Group - POLITIX
09.2015 - 06.2019
E-commerce - Merchandiser
POLITIX
05.2015 - 09.2015
Bachelor of Arts - Media And Advertising
Centro Universitário Barão De Mauá - Unidade Central
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