Desenvolvedor Iniciante

Customer Success Manager

• Customer relationship management and strategy, building and maintaining strong relationships with clients and ensuring a high level of satisfaction. Develop retention and portfolio growth strategies with specific action plans for each client;
• Identification of opportunities and account expansion (Upsell and Cross-sell). Work closely with Sales and Product teams to identify expansion opportunities. Conduct strategic meetings with clients to showcase new features and present additional solutions;
• Performance monitoring and analysis, tracking metrics such as revenue, margin, churn, and NPS to identify risks and opportunities. Create reports and present insights to leadership, recommending improvements based on data;
• Client training and enablement, conducting training on best practices and efficient product usage. Help organize and lead workshops and webinars to increase engagement and adoption. Act as a mentor for less experienced analysts, supporting the development of the Customer Success team;
• Problem resolution and crisis management, proactively addressing critical issues, anticipating challenges, and preventing churn. Develop recovery plans for at-risk customers, involving different internal teams when necessary;
• Liaison with other areas of the company, working with the Product team to relay relevant customer feedback and suggest improvements. Support the support team in resolving more complex cases, ensuring a strategic approach;
• Process development and continuous improvement, creating and optimizing internal processes to enhance the customer experience. Implement Customer Success methodologies. Monitor market trends and adopt best practices to drive innovation in the area.

Customer Success Specialist

Compliance

• Support the drafting and review of internal documents, policies, work instructions and procedures across all company areas, including Compliance.
• Monitor and handle incidents of misconduct and process deviations.
• Support and participate in risk management meetings with company departments.
• Conduct due diligence on suppliers, partners and third parties using the Be Compliance tool.
• Participate in and present Compliance-related improvement needs to the SGSIP Committee.
• Perform monthly updates of the area's performance indicators.
• Deliver presentations during the onboarding process for new employees.

Compliance Analyst – Junior

Engineering Manager

• Lead and manage software engineering teams, ensuring the delivery of high-quality technology solutions on schedule;
• Define the team's technical and strategic vision, aligning it with company goals and business objectives;
• Ensure the development and implementation of effective engineering practices, such as agile methodologies, DevOps, process automation, and continuous integration;
• Collaborate with other departments, including Product, Operations, and IT, to ensure solutions meet the needs of all stakeholders;
• Oversee architecture and development processes, making critical technical decisions and guiding the team on complex issues;
• Monitor team performance KPIs, proposing continuous improvements to increase efficiency and delivery quality;
• Develop and implement strategies for recruiting and retaining high-performing talent, and support the growth and development of team members;
• Actively participate in defining technology roadmaps and prioritizing projects.

Customer Success Specialist

Compliance Analyst – Junior

Software Engineering Manager