Summary
Overview
Work History
Education
Skills
Availability
Languages
Professional Mentorships
Timeline
Generic

Max Sandy da Luz

La Coruña

Summary

Dynamic customer success manager and onboarding expert with a proven track record at Apollo.io, excelling in multilingual communication and project management. Spearheaded onboarding initiatives, achieving a remarkable 149% feature adoption rate. Recognized for enhancing customer relationships and driving software localization, contributing to over $4 million in revenue in 2024.

Overview

7
7
years of professional experience

Work History

Senior Customer Onboarding and CSM

Apollo.io
03.2022 - Current
  • Spearheaded the CS/Onboarding process for new teams, ensuring seamless software integration and training as well as customer relationship building.
  • Developed and conducted weekly global webinars to educate users on software best practices.
  • Initiated a country partnership expansion project to enhance software localization and adoption in Brazil.
  • Overcome Metrics constantly with feature adoption average of 149%.
  • Educated over 4 million dollars in Revenue in 2024.

Bilingual Senior Support Advisor

PartnerHero
12.2019 - 03.2022
  • Delivered bilingual support for an e-learning platform, addressing technical issues and user inquiries.
  • Content Moderation for Instructors uploading their courses to the platform.
  • Manage the Client profile in 'Reclame Aqui', Brazil's website of public opinion. Bringing the company to the #1 in E-Learning and holding the Customer grade 1000 on its profile.
  • Recognized for exemplary service and contributions to diversity and inclusion initiatives by the company president.

Bilingual Senior Support Advisor

Concentrix
07.2018 - 12.2019
  • Provided bilingual technical support for a leading technology company, focusing on OS troubleshooting and customer education.
  • Performed QA for inbound call teams with focus on Customer Satisfaction and high CSAT. Average of 98%.
  • Train teams on OS features and updates, as well as develop initiatives to bring the team closer to the product they would advocate for.

Education

MBA - Software Engineering

University of São Paulo
São Paulo
01.2025

Associate of Arts - Multimedia Technologies

Fine Arts University of São Paulo
São Paulo
01.2024

Google Professional Certificate - Project Management Fundamentals

Google
California
01.2023

Inclusive Leadership -

University of Colorado
Colorado
01.2022

Giving and Receiving Feedback -

Udemy for Business
01.2020

English for STEM -

University of Pennsylvania
01.2018

English for Journalism -

University of Pennsylvania
01.2017

Skills

  • Multilingual Communication
  • Project management
  • Team collaboration
  • Customer focused
  • New hire training
  • Customer relationship management (CRM)
  • Customer retention
  • Technical Proficiency
  • Leadership
  • Customer Service Excellence
  • Software Expertise

Availability

Open to travel and remote work opportunities. Authorized to work within the European Union or as an international Contractor.

Languages

  • Portuguese, Native
  • English, Fluent
  • Spanish, Fluent

Professional Mentorships

  • Hiring & Learning Development, PartnerHero, 2022
  • Leadership Management, PartnerHero, 2021
  • Quality Analysis & Training, Concentrix, 2019

Timeline

Senior Customer Onboarding and CSM

Apollo.io
03.2022 - Current

Bilingual Senior Support Advisor

PartnerHero
12.2019 - 03.2022

Bilingual Senior Support Advisor

Concentrix
07.2018 - 12.2019

MBA - Software Engineering

University of São Paulo

Associate of Arts - Multimedia Technologies

Fine Arts University of São Paulo

Google Professional Certificate - Project Management Fundamentals

Google

Inclusive Leadership -

University of Colorado

Giving and Receiving Feedback -

Udemy for Business

English for STEM -

University of Pennsylvania

English for Journalism -

University of Pennsylvania

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Max Sandy da Luz