Employee Spotlight: Gustavo Amaral, Customer Success Manager

When it comes to exemplifying our core value of continuous improvement, our Customer Success Manager Gustavo Amaral is at the forefront. That’s why we are thrilled to feature him as the star of our new Employee Spotlight blog post!

Gustavo’s commitment to personal and professional development at Process Street and beyond exhibits a strong desire to learn, explore the world around him, and excel in his role. Being highly skilled both in workflow creation and customer service makes Gustavo the perfect asset to our company.

This edition of Employee Spotlight will shine the light on the family man, the motorcycle enthusiast, and the caring professional who sees our customer’s satisfaction as his top priority.

• Introducing Gustavo Amaral, Customer Success Manager
• Gustavo’s professional experiences prior to Process Street
• Personal growth and continuous improvement
• Gustavo’s take on working for Process Street
• Bonus questions!

Introducing Gustavo Amaral, Customer Success Manager

Q: Name three words that describe you. 

Oh, wow, this is hard! I’d say adventurous, tenacious and curious.

Q: What do you do in your spare time?

Motorcycles, I love motorcycles! 

I always look for an excuse to go for a ride, even if it’s just for a cup of coffee that’s 100 km away. 

And if I’m not riding, I spend quality time with family and friends.

Q: How do you start your morning?

Since we all work in different time zones at Process Street, and because of my work schedule, I start working around 11 am EST.

This gives me plenty of time to go to the gym and run errands during the morning. 

But not before breakfast, of course! And a cup of coffee (no sugar) is a must.

Q: What is an interesting/fun fact that most people don’t know about you?

I have never seen snow! But I’ve added it to my bucket list.

Gustavo’s professional experiences prior to Process Street

Q: Give us a high level of your professional background prior to Process Street.

I began my career as a full-time volunteer for a non-profit organization, where I worked as a help desk specialist for over three years. 

And then, I came across the idea of remote working and landed a position as a customer representative. This was perfect because I was able to work for a company in Miami while still living in Brazil. 

After that, I transitioned to a role in SaaS located in Las Vegas (also remote) and spent a few years there.

Q: Important moments, catalysts, turning points in your career?

Even though I already had a diploma in computer programming, I wanted to take my studies further. 

After three years of voluntary work, I started pursuing a bachelor’s degree in software engineering. This allowed me to get my next job. 

Thanks to the skills I acquired (dealing with customers, running meetings, etc.), I found my passion for helping people and developing and implementing tailored tech solutions to address their needs.

Personal growth and continuous improvement

Q: How long have you been at Process Street?

I’ve been working at Process Street for exactly 3 years and 9 months.

Q: And you moved departments, is that right?

Yep!

Q: What was your motivation to move from Sales to Customer Success?

I was initially in CS and worked briefly as a CSM. 

Then, I was offered the opportunity to work as a Relationship Manager (sales), a role focused on expanding current customers. 

It was a good opportunity to improve my critical thinking skills to help customers find more value in their Process Street deployment while expanding revenue.

Q: So, what is your current role at Process Street? What does a typical day look like? 

As a Customer Success Manager, my main objective is to make sure our customers are getting the most out of Process Street. 

So, for example, I conduct meetings with customers to hear how things are going and to look for ways to help them improve their processes. 

I listen to each customer carefully to understand their issues, and then I identify any process gaps Process Street can fill. 

I also design workflows and automations involving API and other automation tools (Zapier, Integromat, Power Automate, etc.). 

Apart from all that, my job involves onboarding new customers, providing training, and ensuring they have a great time using Process Street!

And if a customer isn’t satisfied, I reach out to them to see if I can offer help and support. 

Lastly, I manage and automate how we communicate with customers. For example, I create in-app messages and phone calls, apply and review changes to subscriptions, billing, and how we track the company’s revenue (ARR, MRR).

Q: What do you like about being in the Customer Success department?

I enjoy the opportunity to combine soft skills with my technical knowledge. 

I like to engage with customers from around the globe, meet new people and learn as much as possible about their companies and processes. This is very enriching on a personal level.

Q: What’s your secret to achieving success in your role? 

Being proactive is key!

Don’t wait for others to ask you to do something; look for ways to help before it is actually requested or needed. 

If you don’t understand something, focus on the task at hand and learn as much as you can until it starts to make sense. And don’t be afraid to ask for help if you need it!

Q: What are you working on that you are most excited about?

I’ve recently started working with many new customers. I’m very excited to meet them all and learn as much as I can from each one of them. 

Q: What do you think are the best skills that you bring to your job?

A combination of soft and hard skills. 

Product and technical knowledge are important, but knowing how to communicate effectively, being empathetic, and having good attention to detail are key.

Gustavo’s take on working for Process Street

Q: What do you like most about working at Process Street? 

The people! 

Everyone is absolutely awesome and so supportive. I can honestly say that I’ve made many good friends at Process Street. 

Directors are super friendly and ready to lend a hand. We always have good laughs during our meetings, which makes our work environment really healthy and enjoyable.

Q: How would you describe our culture to candidates or other people who inquire?

I think the culture at Process Street could be described at: 

• Efficient
• Innovative
• Collaborative

Here at Process Street, we really value transparency, open communication, and deep respect for each other! I couldn’t ask for a better work environment.

Q: What does it take to be successful at a company like Process Street?

Be open-minded and accepting of feedback. 

There is always room for improvement, and by accepting suggestions and constructive criticism, you allow for continuous improvement and personal success.

Bonus questions!

Q: What career advice would you give to your younger self when you were starting out in your career?

I would say, develop the habit of reading often and studying while you’re young. I also wish I could have gone to college earlier.

Q: If you won the lottery, what would you do with the money? (It can’t be buying another motorcycle!)

I would immediately go to the nearest motorcycle dealership… Ah, ok, never mind.

But on a serious note, I would probably do the following:

1. Go somewhere there is snow, so me and my family can finally experience it!
2. Buy some fancy properties (a new apartment, probably)
3. Invest (also in Process Street)

Q: What’s the last book you read? 

The Da Vinci Code (I’m currently in the process of reading all of Dan Brown’s books).

Q: What’s your favorite binge-worthy show?

How I Met Your Mother. The best show ever!

Q: You’re a busy person. What do you usually do to relax?   

I go for a motorcycle ride ️!

But a nice glass of wine and a good book is also amazing!

And I’ve recently taken up running. It helps a lot with my physical and mental health.