Joana Graça
About Joana Graça
Joana Graça is a Customer Success Manager at Roofr, where she has worked since 2023. She holds a Bachelor's degree in Languages, Literature, and Cultures from the Universidade de Lisboa and has extensive experience in customer success and account management roles.
Work at Roofr
Joana Graça has been serving as a Customer Success Manager at Roofr since 2023. In this role, she focuses on identifying and driving portfolio growth through the continuous delivery of product value. She actively engages with customers to monitor their activity, aiming to increase retention by identifying at-risk patterns. Joana also fosters upsell and cross-selling opportunities by prioritizing the customer's best interest and advocates for customers internally to help senior leadership understand retention risks.
Education and Expertise
Joana Graça holds a Bachelor Degree in Languages, Literature and Cultures from Faculdade de Letras da Universidade de Lisboa, where she studied from 2012 to 2016. She also completed a Post Graduate Degree in Theory of Literature at the same institution from 2016 to 2018. In 2020, she pursued a Purpose-Driven Business Course in Sustainability Studies at Católica Lisbon School of Business and Economics. Her educational background equips her with a diverse skill set applicable to her current role in customer success.
Previous Work Experience
Prior to her current position at Roofr, Joana Graça gained valuable experience in various roles. She worked as an Activation Specialist and later as an Account Manager at Too Good To Go from 2021 to 2022. Joana also served as a Master Student Affairs Specialist and Undergraduate Student Affairs Specialist at Católica Lisbon School of Business and Economics from 2018 to 2021. Her early career included positions as a Factory Worker at Sugal Group and as a Book Seller at Grupo BertrandCírculo.
Customer Engagement Strategies
In her role as Customer Success Manager, Joana Graça employs several strategies to enhance customer engagement. She actively monitors customer activity to identify at-risk patterns, which helps in increasing retention rates. Joana's approach includes advocating for customers internally, ensuring that senior leadership is aware of retention risks related to product and service concerns. Her focus on continuous delivery of product value is central to her customer engagement strategy.