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I am Tatianne Lourenço, a Customer Success Manager with 20+ years of international experience across IT services, SaaS, and customer-facing roles in three countries. I have a proven track record of managing 300+ enterprise accounts, achieving high client retention, and exceeding quotas through strategic upsell and renewal initiatives. My approach blends data-driven insights with proactive relationship management to drive adoption and long-term growth.\n\nI excel at KPI tracking, customer health monitoring, and cross-functional collaboration, ensuring adoption, satisfaction, and ongoing value in remote and cross-border environments. I thrive in diverse teams and love turning complex challenges into tangible business outcomes.…I am Tatianne Lourenço, a Customer Success Manager with 20+ years of international experience across IT services, SaaS, and customer-facing roles in three countries. I have a proven track record of managing 300+ enterprise accounts, achieving high client retention, and exceeding quotas through strategic upsell and renewal initiatives. My approach blends data-driven insights with proactive relationship management to drive adoption and long-term growth.\n\nI excel at KPI tracking, customer health monitoring, and cross-functional collaboration, ensuring adoption, satisfaction, and ongoing value in remote and cross-border environments. I thrive in diverse teams and love turning complex challenges into tangible business outcomes.

Tatianne Lourenço

Project Manager, UX Designer, UI Designer, +1

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I am Tatianne Lourenço, a Customer Success Manager with 20+ years of international experience across IT services, SaaS, and customer-facing roles in three countries. I have a proven track record of managing 300+ enterprise accounts, achieving high client retention, and exceeding quotas through strategic upsell and renewal initiatives. My approach blends data-driven insights with proactive relationship management to drive adoption and long-term growth.\n\nI excel at KPI tracking, customer health monitoring, and cross-functional collaboration, ensuring adoption, satisfaction, and ongoing value in remote and cross-border environments. I thrive in diverse teams and love turning complex challenges into tangible business outcomes.…I am Tatianne Lourenço, a Customer Success Manager with 20+ years of international experience across IT services, SaaS, and customer-facing roles in three countries. I have a proven track record of managing 300+ enterprise accounts, achieving high client retention, and exceeding quotas through strategic upsell and renewal initiatives. My approach blends data-driven insights with proactive relationship management to drive adoption and long-term growth.\n\nI excel at KPI tracking, customer health monitoring, and cross-functional collaboration, ensuring adoption, satisfaction, and ongoing value in remote and cross-border environments. I thrive in diverse teams and love turning complex challenges into tangible business outcomes.

Available to hire

I am Tatianne Lourenço, a Customer Success Manager with 20+ years of international experience across IT services, SaaS, and customer-facing roles in three countries. I have a proven track record of managing 300+ enterprise accounts, achieving high client retention, and exceeding quotas through strategic upsell and renewal initiatives. My approach blends data-driven insights with proactive relationship management to drive adoption and long-term growth.\n\nI excel at KPI tracking, customer health monitoring, and cross-functional collaboration, ensuring adoption, satisfaction, and ongoing value in remote and cross-border environments. I thrive in diverse teams and love turning complex challenges into tangible business outcomes.

Skills

Experience Level

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Language

English

Fluent

Spanish; Castilian

Fluent

Portuguese

Fluent

Work Experience

Quality Auditor at TELUS International

May 31, 2025 - May 31, 2025

Audited quality queues and conducted root cause analyses on performance dips, delivering improvement strategies and real-time reports to managers and client stakeholders. Collaborated with training and operations teams to design and deliver targeted sessions to promote knowledge sharing, process consistency, and adoption of best practices across projects.

Key Account Manager at Flex IT Distribution

October 31, 2020 - October 31, 2020

Built trusted client relationships by demonstrating initiative, reliability, and proactive business planning to support long-term account growth and retention. Achieved strong sales and account management results by aligning customer needs with tailored solutions and ensuring consistent delivery against expectations.

Account Manager at Concentrix (Former: Webhelp)

December 31, 2019 - December 31, 2019

Surpassed a €400K annual quota with 85% of revenue from renewals, strengthening client loyalty and delivering consistent growth against KPIs. Managed 300 reseller accounts in Portugal, driving upsell and cross-sell opportunities while conducting weekly customer health check-ins to ensure satisfaction and proactive issue resolution. Researched market trends and identified new opportunities, directly supporting expansion strategies and account targeting.

Partner Operations Specialist at Accenture

April 30, 2019 - April 30, 2019

Coordinated processing of 300 content pieces per week for urgent Google Store releases, consistently meeting turnaround targets under tight deadlines. Monitored accuracy through internal queue and Google Workspace tools, sustaining an 85%+ quality score across all assigned projects. Processed an average of 10 tickets per hour, ensuring timely follow-up and error reduction from assignment to store release.

Customer Service at The Rustic Stone Restaurant

March 31, 2018 - March 31, 2018

Delivered professional service to 100+ customers daily, anticipating needs through menu translation, table assistance, and maintaining a clean, welcoming environment. Assessed customer requirements in real time to ensure satisfaction, escalating unresolved issues to management for friendly resolution. Resolved customer complaints with tailored solutions and proactive follow-up, reducing repeat issues and improving overall guest experience.

Career Break

August 31, 2015 - August 31, 2015

Moved to Ireland as an English Student.

Account Executive at Sage IT

December 31, 2014 - December 31, 2014

Secured the project’s largest contract of the year (€500K), exceeding annual targets by 300% and establishing a new benchmark for account growth in the region. Selected as a Specialist on a 15-member sales, pre-sales, and consulting team, contributing to negotiations, training, and events that drove 85% renewal rates and new business expansion.

Territory Manager at Scala IT

December 31, 2012 - December 31, 2012

Expanded client base by 30% through proactive follow-ups and solution presentations, delivering a 50% revenue increase within the tenure.

Account Manager at Harte Hanks

December 31, 2011 - December 31, 2011

Built and managed a client database of 80 accounts, enabling focused prospecting that expanded the portfolio and strengthened the new business pipeline. Oversaw a portfolio of 10 solutions with an €80K target, recruiting and training 5 staff while leading a lead-generation project for a Japanese multinational recognized internally as a success case.

Territory Manager at GXS - OpenText

December 31, 2007 - December 31, 2007

Promoted from Sales Intern to Territory Manager and negotiated renewals across 150 accounts, delivering a 10% income increase in three months that contributed to sustained annual revenue growth.