Susan Graf

Critic
DISC Type : C

Customer Experience & Business Innovation Manager at Mercedes-Benz Caminhões e Ônibus

São Caetano do Sul, São Paulo, Brazil

Overview

Susan Graf is the Customer Experience & Business Innovation Manager at Mercedes-Benz Caminhões e Ônibus. With an MBA and an engineering degree, she focuses on creating new business models and leveraging technology like telematics to enhance after-sales processes and drive sustainability in the transport industry.

Susan is a passionate advocate for female empowerment in the workplace, actively participating in initiatives like "A Voz Delas," Industry4Her, and She@truck. She is a public speaker on her companys ESG initiatives, promoting diversity and social responsibility within the industry.

She was awarded the "Prêmio Roberto Mange" for being the best student in her class.

Personality Overview

ROI Driven

Negotiator

Information Seeker

They prefer to analyze logically and value objective facts over emotions.  Unless the value is proven by data, they are unlikely to value fancy features. It is very likely that they will negotiate pricing or other important terms.

Topics They Care About

Customer Experience
Her current role focuses on managing the Customer Experience Index and driving innovation in after-sales processes for Mercedes-Benz truck and bus clients.
Sustainability & ESG
As a public speaker for Mercedes-Benz, she presents on building a sustainable future in the trucking industry through technology and corporate ESG initiatives.
Women in Transport
Actively promotes and participates in multiple programs like "A Voz Delas" and Industry4Her, which aim to empower and increase the visibility of women in the transport sector.

Media Appearances

Susan has no verified media appearances

Work History

1-2022
Customer Experience & Business Innovation Manager at Mercedes-Benz Caminhões e Ônibus
11-2021 - 1-2022
Business Intelligence and market Consultant at Mercedes-Benz Caminhões e Ônibus
5-2017 - 5-2018
Quality Engineer at Daimler AG
2-2016 - 1-2022
Quality Management Engineer at Mercedes-Benz Caminhões e Ônibus
10-2014 - 2-2016
Quality System, preventive quality and Methods Engineer at Mercedes-Benz Caminhões e Ônibus

Education

2020 - 2021
Master of Business Administration - MBA from Universidade Estadual Paulista Júlio de Mesquita Filho
2010 - 2015
Engineer's degree from Universidade Federal do ABC

More Information

Social Presence :

Prographics :

Exp : 12 Location : São Caetano do Sul, São Paulo, Brazil Job Level : Middle Designation : Customer Experience & Business Innovation Manager at Mercedes-Benz Caminhões e Ônibus
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Insights For Selling To Susan

During A Call Or A Meeting

DO's

  • If you can, show them industry reports or analyst comments instead of sharing anecdotal stories
  • Use phrases like ‘expect X% improvement’, ‘data clearly shows’ etc.
  • Leverage facts and figures wherever possible; use percentages, numbers etc.

DONT's

  • Make extra effort to not seem pushy or confrontational
  • Don’t try to give too many examples of other users, they like to make their own decisions
  • Don't give superficial answers, they are easily rattled by them

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Susan is

  • Proof of ROI, low pricing and objective proof points are the important factors for them.
  • Will you ever get a clear answer from Susan

  • They do not mind saying no if they believe that it is the right decision.

Insights For Deal Planning

    How fast (or slow) will Susan move?

  • Their decision-making is neither very fast nor very slow, they are somewhere in between.
  • Can Susan take some risk or not?

  • They can take risks if their analysis shows that it would be worth it.

You And Susan

Personality Compatibility


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