Licia Carvalho

Licia Carvalho

About

Detail

Customer Success | CSM | SaaS | B2B | Retention & Expansion | Account Management
State of Rio Grande do Sul, Brazil
Contact Licia regarding: 
work
Full-time jobs

Timeline

work
Job
school
Education

Résumé

Jobs verified_user 0% verified
  • JoVE
    Customer Success Specialist
    JoVE
    May 2024 - Feb 2026 (1 year 10 months)
    Main Responsibilities:
    - Manage a $1.7M ARR portfolio across 26 strategic academic accounts, leading the full customer lifecycle from onboarding to retention, renewal, and expansion.
    - Conduct tailored onboarding and training for 88+ users to boost product adoption.
    - Perform targeted outreach (calls, emails, check-ins) to drive engagement and identify upsell/renewal risks.
    Analyze customer usage data using Power BI and CRM tools (HubSpot, Salesforce) to develop retention strategies.
    - Collaborate cross-functionally with Sales, Product, and Support teams to resolve issues and improve product.
    - Mentor new team members through a structured buddy program.

    Achieved Results:
    - Exceeded 80% product
  • E
    Regulatory & Operations Coordinator
    Essências da Chapada
    Feb 2022 - Aug 2023 (1 year 7 months)
    Main Responsibilities:
    - Coordinated cross-functional activities to ensure regulatory compliance and streamline lab operations.
    - Managed purchase requisitions, procurement, and internal compliance standards.
    - Facilitated collaboration between internal departments and external stakeholders.

    Achieved Results:
    - Led a packaging research project that resulted in a new packaging solution, directly contributing to a 30% increase in essential oil sales.
  • Selfemployed
    Private Business English Teacher
    Selfemployed
    Feb 2020 - Dec 2024 (4 years 11 months)
    Main Responsibilities:
    - Designed and delivered personalized Business English training to professionals and executives, aligning lessons with individual career goals and industry contexts.
    - Developed tailored learning plans focusing on essential communication skills for global corporate environments, such as email writing, presentations, and negotiations.
    - Facilitated cross-cultural communication and business etiquette training to enhance global collaboration skills.

    Achieved Results:
    - Achieved measurable progress and real-world results for clients, improving communication effectiveness and confidence in professional international settings.
    - Built lasting client relationships, ensuring high satisfact
  • KNN Idiomas Brasil
    ESL Teacher
    KNN Idiomas Brasil
    Dec 2019 - Jan 2022 (2 years 2 months)
    Main Responsibilities:
    - Taught English to over 260 students using both in-person and online methodologies across different proficiency levels.
    - Utilized tools such as WhatsApp, Google Meet, Zoom, PowerPoint, Canva, and institutional software (Sponte) to deliver remote classes during the pandemic.
    - Conducted performance assessments and provided personalized feedback to students.

    Achieved Results:
    - Maintained 100% student retention across 10 classes during the transition to online learning during the pandemic.
    - Increased student motivation and improved overall satisfaction and engagement.
  • KNN Idiomas Brasil
    Pedagogical Coordinator
    KNN Idiomas Brasil
    Jun 2018 - Dec 2019 (1 year 7 months)
    Main Responsibilities:
    - Led transition to a franchise model by developing and implementing standardized pedagogical policies to ensure teaching quality.
    - Recruited, trained, and coached 6 new teachers, fostering a motivated and aligned team.
    - Managed educational software (Sponte) to monitor student enrollment, attendance, and learning progress, using data to identify at-risk students and guide interventions.
    - Collaborated with sales and pedagogical teams to optimize class management and increase student retention.
    - Organized weekly teacher training and feedback sessions, maintaining clear communication with teachers and students’ families.

    Achieved Results:
    - Improved student retention by proac
  • C
    English Teacher (ESL)
    Connect Idiomas
    Jun 2016 - Jun 2018 (2 years 1 month)
    Main Responsibilities:
    - Designed and delivered customized English lessons tailored to students’ proficiency levels and learning goals.
    - Created assessments and personalized exercises to identify learning gaps and track progress.
    - Provided individualized feedback and guidance to students and parents to support language development.
    - Served as the sole instructor authorized to teach Academic English, Business English, and TOEFL preparation courses.

    Achieved Results:
    - Achieved measurable progress and real-world results for clients, improving communication effectiveness and confidence in professional international settings.
    - Built lasting client relationships, ensuring high satisfaction and continu
Education verified_user 0% verified
  • U
    Bacharelado, Química
    Universidade Estadual do Sudoeste da Bahia
    Dec 2016 - Aug 2021 (4 years 9 months)
  • The University of Queensland
    Environment
    The University of Queensland
    Jul 2014 - Jul 2015 (1 year 1 month)