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Renata Kashiwaya Pinheiro

Customer Success Consultant

Works remotely from London

  • 51.509648
  • -0.099076
New
  • Rate On-demand
  • Experience 7+ years
Propose a project The project will begin once you accept Renata's quote.

This freelancer has confirmed part-time availability (Evenings & weekends) in the past 7 days.

Part-time, Evenings & weekends

Propose a project The project will begin once you accept Renata's quote.

Location and workplace preferences

Location
London, England, United Kingdom
Remote only
Primarily works remotely

Preferences

Project length
  • ≤ 1 week
  • ≤ 1 month
  • Between 1-3 months
  • Between 3-6 months
Company size
  • 1 person
  • 2-10 people
  • 11 - 49 people
  • 50 - 249 people

Verifications

Freelancer code of conduct signed
Read the Malt code of conduct

Verified email

Languages

  • English

    Native or bilingual

  • Portuguese

    Native or bilingual

Categories

Skills (8)

Renata in a few words

Throughout my 12+ years of working with clients, I’ve worked for big multinational companies and various wonderful high-growth start-ups and scale ups.

I've been in charge of Customer Success, Customer Support, Customer Experience, Account Management and Customer Operations.

During this journey, I've built customer success teams from scratch, grown them into intercontinental teams, re-shaped the customer journey to deliver value, implemented customer success softwares to drive automation and much more.

My expertise is in scaling, and optimising, Customer Success, solving growth challenges and creating customer-centric teams that deliver value during the customer journey, leading to high net revenue retention (NRR/NDR) and growth.

Experience

RKP Consulting

Founder, Owner

August 2022 - Today (3 months)

Worldwide Helping start-ups and scale-ups build first class Customer Success teams that deliver long-term loyalty & growth. I am a planner (analytical, realistic) and a do-er (action-oriented) with a caring heart (integrity) and key business expertise (Customer Lifecycle, Revenue Operations, Account Management) and I help other leaders create change. Bringing a dynamic, results-driven style, I advise start-up (Seed to Series B) leaders in building the Customer Success department and discipline. My goal is to increase company success and build capacity to grow and expand. As the founder of RKP Consulting I have launched/led the entire Customer cycle, including:
•Customer Success
•Customer Operations
•Customer Support
•Customer Experience
•Customer Onboarding & Implementation
•Account Management Partnering with business owners, founders and leadership teams, RKP Consulting leads development of Customer Success strategy to build sustainable, scalable operations and revenue growth. In addition, we guide execution of the strategic plan and implement innovative solutions and performance metrics. Relationships are what drives business. From employees to customers, relationships are crucial to business survival. Reaching across multi disciplinary boundaries, we influence support for change and gain team engagement and alignment for providing an exceptional Customer Experience.

WeGift

VP of Customer Success

London, UK

January 2021 - August 2022 (1 year and 7 months)

A B2B FinTech scale-up that enables anyone to recognize, reward and reimburse through digital pay-out technology. My time at WeGift was dynamic and impactful. I was hired to lead the development and launch of the global (UK, USA) post-sales Customer department from concept through successful team management. Collectively, our goal was to maximize the customer's lifetime value and curate long-term loyalty and advocacy across the customer base. We ensured each customer was happy, healthy and growing with the company. THE CUSTOMER TEAM Customer Success Account Management Customer Experience (Support) Customer Operations Key KPIs: NRR, NPS/CSAT, Time to Value (TTV)
•Drove long-term revenue retention rates (NRR): 147% in 2021 and 147% more revenue in 2022.
•Built Customer team from 4 to 24 in 18 months.
•Improved Time to Launch new customers from 65 days to 32 days, streamlining the process more than 50%.
•Partnered with leadership and multi-disciplinary teams to develop and deliver the new team's organizational structure and strategic plan, ensuring alignment to business objectives.
•Implemented solutions, processes and technology stack testing and implementations, empowering teams to succeed.
•Led development of scalable Customer operations for sustainable global expansion.
•Managed new employee hiring processes, training and onboarding, coaching new hires to contribute to team success and grow in the business.
•Guided the Customer team in client onboarding, product implementation, adoption and usage, revenue growth and expansion, servicing, technical escalations, and support.
•Built cross-functional collaborations with VPs and CXOs (Product, Engineering, Finance, Marketing, Content Partnerships), planning long-term strategies and executing on short-term goals.
•Established new policies boosting employee retention and morale (Maternity Leave, Family Support). Attest 3 years 8 months

Ferrero - Ferrero

Sales Execution Manager

London, UK

November 2015 - March 2017 (1 year and 4 months)

My main role revolved around the Customer Development team, working as Project Manager leading internal projects and providing insight and intelligence to the business in order to improve company performance.
•Contributed to delivery of Ferrero's first in class 3D Virtual Reality Centre.
-Developed and implemented a new process and User Guide, enabling users to more effectively access the site.
-Demonstrated the 3D showroom to the regional MD.
•Managed the showroom and built 5-year strategic plan to expand the 3D showroom globally, including team member trainings within the UK on the virtual reality software.

Europanel

International Client Manager - P&G EMEA (Secondment)

London, UK

January 2014 - August 2014 (7 months)

Worked with teams from over 20 countries to deliver harmonized projects on budget and on time. Managed multi-country projects across the globe, delivering insights to Proctor & Gamble headquarters in Geneva across their household portfolio. Required strong negotiating and influencing skills to solve problems and conflict across countries and requests.
•Improved a negatively performing category by creating a strategic account plan within 6 months and influenced the team to commit and deliver on it.
•Generated €216k, 86% of the yearly target, by the second quarter during a downsizing term for P&G.
•Showcased the importance of emerging markets in Africa and secured client buy-in for a proposal worth $200k by developing and nurturing key client relationships, leading to a 2-year contract commissioned for Nigeria.
•Saved P&G 23% on a cross-country project by negotiating and aligning expectations between Russia, Romania, Poland, Saudi Arabia and the client.
•Executed and led various projects, including one executed in 3 days that spanned across 26 countries, which delivered harmonised and clear results with excellent client feedback.

Kantar Worldpanel UK

Client Manager

London, UK

June 2012 - January 2014 (1 year and 7 months)

3 years 5 months Client Manager - Tesco June 2012 - January 2014 (1 year 8 months) London, England, United Kingdom In charge of Tesco Plc Fresh Foods Trading department account and the team that served them. Built and led the relationship with the trading teams, raising the profile of the company by delivering strategic insight and actionable recommendations to the client. Presented strategies at internal meetings and conferences to help plan the upcoming financial year. Extensive research and data manipulation experience, combined with project management and problem solving.
•Achieved 40% incremental growth in less than one year and surpassed target budget by £200k on a brand new client division.
•Managed seven categories, as opposed to three originally hired for, and doubled team size due to performance with client and increase in revenue.
•Initiated monthly catch-ups with category directors and commercial directors, a first for the company, by building and sharing short insights that helped with day-to-day targets.
•Influenced Tesco, an unsure client, to renew and upgrade their contract by improving and increasing the scope of regular deliverables, which made us the go-to company for insight.
•Led a company-wide project on designing, improving, and enhancing a key database to ensure product codes were correct and in line with client expectations.

P&G UK

Client Executive

London, UK

October 2011 - June 2012 (8 months)

In charge of the Procter & Gamble UK Fabric care portfolio. Working with Brand Managers from the UK and Geneva to deliver insight and help build a stronger and sustainable brand performance.
•Acquired the go-to agency position with P&G by taking the lead with projects across supplier companies and coordinating with P&G trade panel supplier Symphony IRI.
•Received consistent positive feedback from team and clients by building insightful presentations to P&G on their quarterly and yearly reviews.
•Developed ability to work in an international environment by adapting my approach to each international colleagues and clients.
•Demonstrated skills with data analysis and manipulation leading to a promotion within eight months of starting with P&G.

Waitrose

Category Analyst

London, UK

September 2010 - November 2011 (1 year and 2 months)

Part of a two-member team in charge of most requests of the Waitrose Retailer account. Served as day-to-day contact for Waitrose Insight teams and moved the relationship from a data supplier to partner level. Developed and delivered a customer framework that was later adopted by the whole company.
•Created a strategy based on customer segmentations for the insight team that was later adopted by the whole client estate to help measure customer loyalty.
•Showcased initiative and leadership by taking over the day-to-day responsibilities of a major account when another account needed manager attention.
•Improved a web-based interface tool, which was later adopted by all other retailer accounts, using Waitrose as a trial account.

Cancer Research UK

Lab Research Assistant

June 2009 - September 2009 (3 months)

Worked as part of a small, dynamic team conducting research on DNA damage pathways in Drosophila embryos. Group presentations, experimental design and implementation, data analysis and manipulation, seminars presentations and journal club were part of the responsibilities undertaken during this internship.

Education