Danilo D.

Head of Customer Experience Department @ACS

I lead the end-to-end Customer Experience function, integrating project delivery, product lifecycle, recurring contract management, and operational execution into a single customer-centric organization.I am responsible for a multidisciplinary department including Project Management, PMO governance, Product Management, Service & Account Management, Customer Success, Contract & Recurring Billing Management, and Order-to-Operation processes. My focus is ensuring seamless execution across the entire customer lifecycle — from onboarding and contract activation to service delivery, renewals, and long-term value realization.Key responsibilities include:Leading PM and PMO functions to guarantee predictable delivery, portfolio governance, and operational excellenceDriving Product Management strategy aligned with customer needs and company growth objectivesOverseeing Service Account Management and Customer Success to maximize retention, satisfaction, and expansion opportunitiesManaging recurring contracts, billing structures, and commercial complianceSupervising order-to-operation workflows to ensure efficient end-to-end executionImproving customer onboarding and lifecycle experience through process optimization and cross-functional alignmentActing as the executive bridge between customers, sales, operations, and technical teamsBuilding scalable processes, KPIs, and governance frameworks to support growthMy mission is to create a high-performing organization where operational discipline, customer value, and people development converge to deliver measurable business impact.