Thiago Khouri

Global Project and Customer Success Manager

NextLink Group

Jan 2024 - Aug 2025 (1 year 8 months)

- Project Ownership & Process Optimization: Initiated and led the creation of a global IT support operation from the ground up, including process design, equipment logistics, onboarding/offboarding workflows, and asset registration. Identified and resolved operational bottlenecks, increasing ticket resolution from 70% to 96%. - Team & Resource Management: Built and scaled a global IT support team, recruiting and coordinating 60+ multicountry consultants and 5 in-house technicians. Oversaw procurement and deployment of IT assets across 60+ international offices, ensuring timely and cost-effective delivery. - Stakeholder Collaboration: Acted as the primary post-sales point of contact for clients, ensuring smooth onboarding, delivery alignment

Project Manager

Tilting Point

Apr 2022 - Nov 2022 (8 months)

(Temporary contract) - Strategic Planning: Directed operational coordination for 13 gaming products, aligning internal resources with external stakeholder expectations. - Risk Mitigation: Designed a 3-week quality assurance framework, ensuring a 100% success rate in timely, high-quality game launches across multiple platforms. - Team Leadership: Coordinated efforts of over 20 contributors across development, marketing, and logistics teams, fostering collaboration and ensuring timely, high-quality deliverables. - Stakeholder Engagement: Acted as client liaison for 13 gaming partners, ensuring consistent delivery, proactive communication, and alignment with KPIs — reinforcing long-term relationships and platform engagement. - Data-Driven Deci

Marketing Project Manager

Ambientech

Dec 2019 - Dec 2020 (1 year 1 month)

- Led the development of targeted inbound marketing strategies to attract customers, communicating to a diverse range of buyer personas. - Developed resources and streamlined processes to support customers’ adoption journey, ensuring efficient communication, alignment on requirements, and effective ways of working across teams. - Supported customer success initiatives by aligning content strategies with user onboarding, feature adoption, and retention goals — helping improve overall customer satisfaction and reduce churn. - Key achievement: Coordinated the team in the production of effective digital marketing communications, which doubled Ambientech’s client base during the 2019 UN Climate Change Conference. Show less

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Junior Customer Success Specialist

Suad Modas LTDA

Jul 2018 - Sep 2019 (1 year 3 months)

- Led strategic B2B client relationships, acting as a trusted advisor to align external stakeholders, including suppliers and manufacturers, with customer success goals and long-term value delivery. - Owned client performance analytics and usage insights to proactively guide renewal readiness, identify expansion opportunities, and ensure solution relevance throughout the customer lifecycle. - Conducted proactive customer and market research to anticipate evolving client needs and support solution optimization, driving greater alignment between product capabilities and customer expectations. - Key achievement: Built and nurtured strong partnerships with clients and stakeholders, including public-sector organizations, resulting in consistentl

Logistics Assistant, Olympic Games Rio 2016

TLC Events Group

Aug 2016 - Sep 2016 (2 months)

- Utilized multi-lingual skills in English, Spanish, and Portuguese to coordinate the logistics of key international clients. - Collaborated with venue staff, events management, the internal NBC Broadcast team, and the clients to provide a seamless event experience. Key achievement: Coordinated the travel of over 300 clients between locations, ensuring efficient access to specific areas throughout the event premises.

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Thiago Khouri

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