Felipe Demassi
I am an Industrial Engineer passionate about continuous improvement and operational efficiency. My academic background is complemented with courses in programming, computer science, digital marketing, and business sciences. This strong foundation allows me to tackle business and technological challenges from a generalist perspective. In my current role as the leader of the Customer Success team at Flokzu, my primary goal is to ensure that our customers fully leverage our product and service to achieve their business objectives. To achieve this, I perform the following functions: I work on defining the team's strategy, designing operations that ensure our customers get the most value from our platform. I oversee operations and sub-teams, including customer onboarding, support, and continuous training. Internal Process Development: I define and improve internal processes, ensuring their correct implementation and constantly seeking ways to enhance them to optimize customer experience. Metrics Analysis: I collect and analyze key metrics related to product usage, customer satisfaction, retention, and growth, as well as team performance. Coordination with Other Teams: I work closely with other departments within the company and coordinate joint actions that benefit our customers. During my time at Flokzu, my team achieved remarkable results, including a significant increase in customer retention and earning the "Best Customer Support 2022" award by Software Advice. Before taking on my role in the Customer Success team, my experience at Flokzu was focused on the services team. As a process analyst, I led the management of software implementation projects, provided process consulting, training, and customer support, and acted as a liaison between the customer and other sectors of the company.
