Alfredo Brito
Lisbon
Summary
Dynamic Customer Success Manager with a proven track record at Refinitiv and Thomson Reuters companies, adept at fostering customer loyalty and driving retention through strategic account management and active listening.
Robust experience in driving client satisfaction and retention. Skilled in relationship building, problem-solving, and delivering tailored solutions based on customer feedback. Ensuring high satisfaction levels and seamless onboarding experiences. Strong focus on team collaboration, adaptability, and achieving results. Known for reliability, effective communication, and strategic thinking.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Refinitiv, London Stock Exchange Group
01.2019 - 06.2025
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
- Facilitated successful renewals through diligent relationship management and proactive issue resolution.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
Technical Account Manager
Thomson Reuters Corporation
02.2014 - 12.2018
- Participated in product innovation by identifying and representing customer needs and presenting new product capabilities.
- Streamlined internal processes to improve efficiency within the Technical Account Management team.
- Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals.
- Provided in-depth product training for customers, enhancing their understanding and usage of the technology.
- Collaborated with sales teams for seamless product integration and enhanced customer experience.
- Increased client satisfaction by promptly addressing technical issues and providing tailored solutions.
- Conducted regular account reviews to proactively identify areas of improvement and implement necessary changes.
Implementation and Support Manager
Thomson Reuters Corporation
01.2007 - 01.2014
- Created, prepared, and delivered reports to various departments.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Coached employees through day-to-day work and complex problems.
- Monitored customer service metrics and provided feedback to team members, upholding quality standards.
- Collaborated with sales and marketing teams to align support services with promotional activities.
- Monitored employee and customer interactions to assess quality of service.
- Analyzed customer service data to identify trends, identify solutions and improve customer experience.
- Managed specialist team to provide technical assistance and customer service.
- Streamlined support processes for increased efficiency and improved response times.
- Conducted periodic customer surveys to gauge satisfaction levels and identify areas for service improvement.
- Maintained up-to-date knowledge of industry trends, ensuring the support team remained well-versed in best practices.
Field Engineer & Professional Services Manager
Reuters
Lisbon, Portugal
06.1992 - 12.2006
- Mentored junior engineers, fostering a positive learning environment that promoted professional growth.
- Enhanced client satisfaction by providing timely and accurate technical support for complex issues.
- Served as liaison between site engineering team and field to coordinate work in accordance with design and construction documents.
- Observed construction methods and installations, inspection and testing processes to maintain consistent progress.
- Delivered high-quality field services, ensuring all projects were completed on time and within budget constraints.
- Applied expertise in comprehensive root cause failure analysis.
- Ensured timely project completion, meticulously organizing and deploying resources across multiple sites.
Education
Bachelor - Electrotecnology
Army Military School
Lisbon05-1985
Secondary School Graduation - Electrical And Electronic
Afonso Domingues Industrial School
Lisbon07-1981
Skills
- Customer service
- Customer relationship building
- Customer relations
- Customer retention
- Customer onboarding
- Teamwork and collaboration
- Team leadership
- Decision-making
- Active listening
- Problem-solving aptitude
Certification
- Project Implementation, Kepner Tregoe Inc - October 1994
- Problem Solving & Decision Making, Kepner Tregoe Inc - April 1995
- Service Level Agreements, Institute for International Research, October 1999
- Making Effective Business Presentations, Read Matthews International, 2000
- First Line Managers - Making a Difference, Reuters, 2002
- Performance Management and Coaching, Starfish TCC, 2003
- Project Management, Sinfic SA, 2004
- Management Skills for Managers & team Leaders, Reuters, 2006
- Forecast & Pipeline Management, Thomson Reuters, 2009
- Sales Skills Enhancement, Imparta Limited, 2013
- Questioning & Listening Skills, Thomson Reuters, 2013
- Sales Opportunity Management, Thomson Reuters, 2016
- The Interactifs Discipline, Interactifs Spain, 2018
- Owner of a Customer Success Mindset, Arcadia, 2019
- Customer Success and Focus, Arcadia, 2019
- Fintech & Innovation, Nova SBE University, 2019
Languages
English
Upper intermediate (B2)
Spanish
Intermediate (B1)
Timeline
Customer Success Manager
Refinitiv, London Stock Exchange Group
01.2019 - 06.2025
Technical Account Manager
Thomson Reuters Corporation
02.2014 - 12.2018
Implementation and Support Manager
Thomson Reuters Corporation
01.2007 - 01.2014
Field Engineer & Professional Services Manager
Reuters
06.1992 - 12.2006
Bachelor - Electrotecnology
Army Military School
Secondary School Graduation - Electrical And Electronic
Afonso Domingues Industrial School