EdgeUno

Customer Success Manager

• Own the end-to-end operational relationship for each VIP Platinum account
• Conduct Quarterly Business Reviews (QBRs) with customer executive stakeholders
• Proactively monitor Health Score and intervene before it deteriorates
• Own customer communication during major incidents
• Understand customers' network topologies and translate complex technical incidents into business-impact language
• Execute save plays from the CHURN_TAXONOMY when at-risk signals are detected
• Contribute Platinum-portfolio insights to the Service Operations Review (SOR)

• Own the end-to-end operational relationship for each VIP Platinum account — from onboarding through renewal
• Conduct Quarterly Business Reviews (QBRs) with customer executive stakeholders, presenting Health Score, SLA performance, incident trends, and expansion opportunities
• Proactively monitor Health Score (target ≥ 72) and intervene before it deteriorates — not after
• Receive immediate notification on any P1/P2 affecting a Platinum account — acknowledge within 15 minutes
• Own customer communication during major incidents: proactive updates per tier cadence (every 15 min for P1), sentiment management, and trust recovery
• Understand the customer's network topology — BGP sessions, transit paths, peering, colocation footprint, cloud/compute deployments
• Translate complex technical incidents into business-impact language for customer executives
• Execute save plays from the CHURN_TAXONOMY when at-risk signals are detected
• Validate that all Platinum accounts have accurate tier classification, contact information, and service inventory in CRM/ITSM

• Own the end-to-end operational relationship for each VIP Platinum account — from onboarding through renewal.
• Conduct Quarterly Business Reviews (QBRs) with customer executive stakeholders, presenting Health Score, SLA performance, incident trends, and expansion opportunities.
• Serve as the customer's executive sponsor contact within EdgeUno — coordinate with the CTO/COO for VIP Platinum exec-to-exec engagement.
• Proactively monitor Health Score (target ≥ 72) and intervene before it deteriorates — not after.
• Identify expansion signals (bandwidth growth, new services, geographic expansion) and hand to Sales Team (BDM) with documented usage evidence.
• Receive immediate notification on any P1/P2 affecting a Platinum account — acknowledge within 15 minutes.
• Own customer communication during major incidents: proactive updates per tier cadence (every 15 min for P1), sentiment management, and trust recovery.
• Deliver or review RFO/RCA within 48h — ensure tone, accuracy, and preventive actions meet Platinum standards.
• Review NOC and Engineering RCAs for completeness and accuracy before customer delivery.
• Identify patterns across incidents (repeat issues, vendor dependencies, capacity constraints) and drive Problem Management handoff.

Business Development Rep

• Focus primarily on ISPs as the core customer segment, building relationships with decision-makers at small, mid, and large ISPs across Brazil, with a strong priority on the Northeast and North regions.
• Actively prospect new customers, open strategic accounts, generate new commercial conversations, and build a sales pipeline from scratch.
• Develop new business opportunities with ISPs, carriers, telecom operators, enterprise customers, technology companies, data centers, resellers, and other buyers of connectivity and digital infrastructure, especially within the Northeast and North of Brazil.
• Leverage existing relationships with major ISPs in the Northeast and North regions to access decision-makers, identify opportunities, and accelerate new business generation.
• Generate, manage, and develop a strong sales pipeline, from prospecting and qualification to negotiation and deal closure.
• Build long-term commercial relationships with new customers, acting as the main commercial point of contact during the sales process and early account development.
• Maintain consistent commercial follow-up with prospects and customers, ensuring timely responses, clear communication, and proper coordination with internal teams.
• Support customer issue resolution when needed, coordinating with internal teams to protect long-term commercial relationships and future growth opportunities.
• Sell wholesale telecommunications and digital infrastructure solutions, including IP Transit, backbone connectivity, EPL, Ethernet Private Line, Wave, DDoS mitigation, and related services.
• Identify customers’ technical and commercial needs and position EdgeUno’s portfolio consultatively.
• Negotiate commercial terms, prepare proposals, and manage the full sales cycle through closing.
• Work closely with Pre Sales, Product, Engineering, and Operations teams to ensure proposed solutions are commercially viable and technically executable.
• Track sales goals, pipeline progress, prospecting activity, and account activity in the CRM system.
• Monitor market trends, customer needs, and competitive dynamics in Brazil, especially in the Northeast and North regions, to identify new growth opportunities.

Business Development Manager

Product Manager

• Own product strategy, positioning, and roadmap for Cloud and Edge infrastructure in LATAM
• Define pricing, packaging, and commercial models suited to a partner-led, channel-driven B2B sale
• Own the go-to-market for Cloud and build the engine that scales it
• Equip Sales and Pre-Sales with positioning, battlecards, and partner-onboarding material
• Own Cloud KPIs: revenue and margin, win rate, partner-sourced pipeline, and adoption
• Act as the single owner of the Cloud product and its commercial result in the region.

Director, Cloud Product Management – LATAM

• Own product strategy, roadmap, and positioning for Cloud in LATAM
• Define pricing, packaging, and commercial models for a partner-led B2B sale
• Manage go-to-market for Cloud and recruit, onboard, and enable partners
• Equip Sales and Pre-Sales with positioning and enablement material
• Own Cloud KPIs and report performance to leadership
• Collaborate across Engineering, Sales, and Marketing

• Own product strategy, positioning, and roadmap for Cloud and Edge infrastructure in LATAM.
• Define pricing, packaging, and commercial models suited to a partner-led, channel-driven B2B sale.
• Own the go-to-market for Cloud and build the engine that scales it.
• Equip Sales and Pre-Sales with positioning, battlecards, and partner-onboarding material.
• Own Cloud KPIs: revenue and margin, win rate, partner-sourced pipeline, and adoption.
• Work across Engineering, Sales, Pre-Sales, and Marketing to move the Cloud business forward in a fast-moving environment.

Billing Specialist

• Prepare and issue monthly invoices and credit/debit notes for MRC/NRC, burst/usage, take -or- pay true ups, and cross-connect/loop fees
• Validate contract terms (rates, commits, indexation, taxes, currency) and effective dates prior to billing
• Perform pre-billing checks and post-billing reconciliations; resolve discrepancies quickly
• Coordinate invoice delivery (e-invoicing portals, email, EDI) and track acceptance
• Own a prioritized collections worklist; execute dunning cadence, payment plans, and escalations to meet DSO/aging targets
• Negotiate with customers on disputes and short-pays; document root cause and drive corrective actions
• Coordinate with Sales/CX on service suspensions/reinstatements per policy; support Legal on claims when required
• Evaluate customer creditworthiness and recommend credit limits based on financial analysis and company policies
• Monitor customer accounts to identify and resolve outstanding balances, payment delays, and discrepancies
• Publish weekly/monthly AR dashboards (aging, DSO, promises-to-pay, disputes, cash forecast inputs)
• Monitor KPIs and implement compensating controls to prevent errors (checklists, exception reports, automation)
• Manage multi-currency billing and FX impacts; ensure consistent presentation of amounts due
• Assist in the development and implementation of credit, collections, and financial analysis policies and procedures
• Participate in financial audits by preparing relevant documentation and ensuring compliance with audit requirements
• Stay updated on changes in local laws and regulations that may impact financial operations
• Provide updates to the team regarding relevant local regulations and its implications
• Support ad-hoc financial projects and initiatives as assigned by management
• Serve as the primary point of contact for financial analysis and decision-making support within the local context
• Lead the AR/billing workstream for the NetSuite migration

Customer Success Manager

Customer Success Manager

Customer Success Manager

Business Development Manager

Director, Cloud Product Management – LATAM

Director, Cloud Product Management – LATAM

Director, Cloud Product Management – LATAM

Director, Cloud Product Management – LATAM

Billing and Collections Coordinator