Mercos

Analyst

• Receive people who contact you asking for help (phone, email and chat) and seek to understand their needs beyond the reported issue
• Analyze the integration code between the ERP and Mercos, using a validation document to identify potential adjustments and inform the partner about necessary corrections
• Redirect financial requests and bug reports to the responsible squads (Finance and Application Support)
• Assist our customers with Mercos usability questions, understanding the customer’s context and how to connect their workflows to the system’s tools
• Participate in daily meetings (target tracking, course corrections and sharing successes) and weekly meetings (reviewing wins and losses)
• Actively engage in a collaborative learning environment, leading and participating in team training sessions
• Be responsible for your own development through your Individual Development Plan (IDP) and actively participate in follow-up / 1:1 meetings

Customer Service Analyst

Account Executive

• Represent Mercos at at least 2 trade shows per month across Brazil, actively working the aisles, booths, and networking areas.
• Identify and approach mid- and large-size decision-makers, performing quick qualification and high-impact demos onsite.
• Ensure leads are logged in the CRM in real time, maintaining organization even on high-intensity days.
• Manage the full sales cycle from the first contact at an event through contract closing (high-ticket).
• Operate in full sync with an internal sales partner. While you act in the field, you will have strategic support for funnel management, ensuring flawless execution and that shared targets are met.
• Execute structured, personalized post-event follow-ups, ensuring time-to-value (TTV) from the first contact.
• Conduct online demos and negotiation meetings with IT, Commercial, and Executive stakeholders.
• Work with area leadership to build the playbook for this operation.
• Serve as an internal consultant to validate what works at trade shows and what needs adjustment.
• Document processes and learnings to strategically scale this channel.

Senior Outbound Sales Executive

• Garantir o sucesso do cliente é pensar a longo prazo! Mais do que um "pós-venda", a nossa ideia em ter Analistas de Atendimento é ter pessoas dedicadas e que irão cuidar de perto do nosso cliente, orientando-o e ajudando-o a trabalhar corretamente com o sistema para garantir não só a permanência dele, como também a sua evolução.
• Receber as pessoas que chegam até você pedindo ajuda (via fone, e-mail e chat) e buscar entender suas necessidades além do problema exposto
• Analisar as linhas de código da integração entre ERP e Mercos, utilizando um documento de validação para verificar possíveis ajustes e comunicar o parceiro sobre possíveis correções
• Redirecionamento de demandas financeiras e resolução de bugs para os squads responsáveis (Financeiro e Suporte à Aplicação)
• Auxiliar os nossos clientes com suas dúvidas de usabilidade do Mercos, buscando entender o cenário do cliente e como é possível conectar o seu às ferramentas do sistema
• Participação nas reuniões diárias (batida de metas, ajustes de rota e compartilhamento de sucessos) e semanais (reunião de erros e acertos)
• Se engajar ativamente em um ambiente de aprendizagem colaborativa, conduzindo e participando nos treinamentos da equipe
• Ser responsável pelo próprio desenvolvimento através do seu PDI, assim como participar ativamente nas reuniões de follow up/1:1

Analista de Atendimento

Account Manager

• Conhecer a estrutura de cada empresa parceira, buscando identificar as pessoas estratégicas da sua organização e cultivar com elas um relacionamento efetivo
• Definir e implementar estratégias conjuntas de aquisição de clientes em alinhamento com os Parceiros.
• Realizar reuniões periódicas com os Parceiros para discutir progresso, metas e estratégias.
• Desenvolver e fornecer treinamentos específicos para capacitar os Parceiros e otimizar seu desempenho.
• Participar ativamente de eventos promovidos pelos Parceiros, aumentando a visibilidade da empresa.
• Incentivar e manter um fluxo constante de indicações de clientes por parte dos Parceiros.
• Monitorar o funil de vendas e as implantações em conjunto com os Parceiros, oferecendo suporte e intervenção quando necessário.
• Implementar ações para manter o engajamento dos Parceiros e garantir sua participação contínua.

Executivo de Parcerias

Marketing

• Plan and execute the calendar of marketing activities exclusive to the partner channel.
• Create and promote sales campaigns and incentive programs that encourage partners to generate new opportunities.
• Strengthen relationships with strategic partners through planning meetings and joint initiatives.
• Develop and implement marketing strategies, including social media, case studies, and online and offline events.
• Manage the department budget, ensuring the best ROI for actions taken.
• Monitor the results of each initiative and adjust strategy based on funnel data.
• Deliver the mandatory development track trainings for Mplayers and build their PDI (Individual Development Plan) through 1:1s with leadership.

Marketing Analyst – Partners

• Develop and execute personalized action plans to reverse cancellation requests (churn) and contract downgrades.
• Actively negotiate plans, user packages and annual adjustments, balancing customer satisfaction and Mercos' financial health.
• Identify and pursue upsell and cross-sell opportunities, performing demonstrations of features and services for existing customers.
• Analyze the customer's complete history (sales, implementation and usage) in the CRM to understand the root causes of their issues.
• Serve as the customer's internal advocate, connecting critical pain points to the Product and Engineering teams to improve the overall experience.
• Investigate and propose technical alternatives, such as ERP replacements or new integrations, that enable the customer's retention and growth on the platform.
• Manage the ticket flow (Zohodesk) and accurately record all negotiations and interactions, ensuring process traceability.
• Create and update opportunities in Salesforce, ensuring each negotiation follows the correct stages of the retention funnel.
• Collaborate with the Finance and Partners teams to expedite contractual matters and agreed technical deliveries.

Customer Service Analyst, Retention

• The person in the Partnerships Executive position is responsible for managing their portfolio of partners. Responsibilities include:
• Understand the structure of each partner company, identify the strategic people within their organization, and cultivate an effective relationship with them
• Define and implement joint customer acquisition strategies in alignment with partners
• Hold regular meetings with partners to discuss progress, goals, and strategies
• Develop and deliver targeted training to enable partners and optimize their performance
• Actively participate in partner-hosted events to increase the company’s visibility
• Encourage and maintain a steady flow of client referrals from partners
• Monitor the sales funnel and implementations together with partners, providing support and intervention when necessary
• Implement actions to maintain partner engagement and ensure their ongoing participation