Experience – Luís Melo

Zendesk
Director of Professional Services EMEA (Interim)
December 2023 – December 2024
Figueira da Foz (Portugal)

Leading the Professional Services organisation in EMEA. Overseeing 4 teams with c. 30 individual contributors. Responsible and accountable for NRR Services Bookings, Revenue and Delivery. Collaborating with Sales, Pre-Sales and Success leaderships. Main point for customer escalations. Reporting to VP of Global Professional Services.

Zendesk
Senior Manager, Solutions and Technical Architect EMEA
January 2023 – Present
London (United Kingdom)

Leading both Zendesk “Solution Architecture” and “Technical Architecture” teams in EMEA. Adding the Technical Professional Services delivery, to the responsibility of selling Professional Services. Leading a team of 10 individual contributors

Attained the following results (Prof. Services bookings – NRR and ARR) across all segments (SMB, Commercial, Enterprise):
2023: 97% in Q1, 104% in Q2, 82% in Q3, 70% in Q4

Zendesk
Senior Manager, Solutions Architect EMEA
October 2020 – December 2022
London (United Kingdom)

Leading the Zendesk “Solution Architecture” team in EMEA, responsible for selling Professional Services (Design, Implementation, Integration, Data Migration), accountable for services bookings (NRR and ARR).

Responsibilities: Lead and grow people; Build and manage the business unit; Develop engagement strategies and offerings; Establish and nurture partnerships with internal stakeholders (Sales, Pre-Sales, Marketing, Customer Success, Technical Services); Engage and nurture relationships with prospects and customers.

Inherited a team of 3 individual contributors. Hired and onboarded 7 individual contributors across 5 countries (EMEA region), developing a culture of responsibility and accountability, based on competency and clarity.

Attained the following results (Prof. Services bookings – NRR and ARR) across all segments (SMB, Commercial, Enterprise):
2021: 83% in Q1, 70% in Q2, 99% in Q3, 91% in Q4
2022: 101% in Q1, 120% in Q2, 81% in Q3, 75% in Q4

Capventis
Head of Solutions Delivery
January 2016 – September 2020
London (United Kingdom)

Senior Manager leading the Customer Engagement and Experience Management (CEXM) business unit, responsible for implementing the strategy, defining the roadmap and ensuring execution.

Creating alignment, providing clarity and establishing standards. Managing talent and ensuring collaboration in a team of project managers, analysts, consultants, developers and commercial reps. Supporting the board shaping the business.

Focused on the success of customer engagements, quality of work, effectiveness of teams, and development and expansion of business. Delivering transformation, implementation and integration projects to organisations in B2B and B2C space.

Engaging senior executives and management, acting as subject matter expert, senior leader and influencer. Specialist on enablement of technology to achieve business outcomes, promoting innovation to improve operations, products, services and experiences.

Responsible for the engagement and management of client and partner vendor relationships (Qualtrics, Zendesk).

Capventis
Head of CRM / CX Practice
Capventis
January 2015 – December 2015
London (United Kingdom)

Senior Manager leading the CRM and CX practice, responsible for customer engagements and the delivery of transformation and implementation projects. Acting as subject matter expert, program architect, project manager and lead consultant. Specialist on technology and business alignment, solution design and technical specification. Responsible for the engagement and management of client and partner vendor relationships (Oracle).

Capventis
CRM / CX Solutions Consultant
April 2013 – December 2014
London (United Kingdom)

Managing and delivering end-to-end implementation projects, acting as project manager and lead implementation consultant. Supporting business development and sales activities, qualifying and scoping of opportunities, replying to tenders and RFx, creating proposals and statements of work, delivering presentations and demos.

Enigen UK
CRM / CX Solutions Consultant
March 2012 – April 2013
London (United Kingdom)

Senior Consultant focused on the delivery of end-to-end technology implementation projects. Responsible for business requirements gathering and design workshops, functional analysis, technical design, development, testing and implementation of enterprise applications.

Created Customer Experience practice. Worked alongside the Business Development team, qualifying leads and converting opportunities, as a pre-sales resource, leading discovery sessions, building and presenting demo’s, as well as writing proposals, statements of work and implementation plans.

Novabase
CRM Consultant
September 2007 – March 2012
Lisbon (Portugal)

Consultant in the Business Solutions unit specialised in CRM technology platforms. Involved in a significant number of implementation projects across many industries (Consumer Goods, Financial Services, Public Sector, Energy and Telecoms).

Focused on the implementation of CRM enterprise applications, as a Business Analyst, building technical and functional design documents, and Developer, configuring and customising CRM platforms to align technology and business requirements.

A & M Telecomunicações
Key Account Manager
March 2005 – August 2006
Porto (Portugal)

Focused on customer retention. Managing existing customers, with a mission to drive customer loyalty and cross/up-sell solutions to optimise communication services. Technical and financial analysis of communication services (phone, internet, mobile). Preparing and presenting proposals to clients. Issuing sales contracts and workflow to activate services. Following-up with health-checks. Coordinating retention team.

A & M Telecomunicações
Sales Representative
December 2004 – May 2005
Porto (Portugal)

Compta
Trainee – Solution Designer
March 2004 – July 2004
Porto (Portugal)

Accomplishing the university internship. Part of the business development team, focused on designing and developing telecommunications and information systems solutions, by selecting the right products. Carrying out financial analysis and technical design. The outcome of the internship was the complete design of the telecom and information system network of a new hospital, in Loures (Portugal), using innovative technologies (e.g. unified messaging and VoIP).