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Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- 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.
Requirements
What you’ll need- Previous experience in customer support, customer success or retention.
- Strong negotiation, persuasion and conflict management skills.
- Ability to analyze data and generate insights into customer behavior.
- Experience with ticketing systems and CRMs (preferably Salesforce and Zohodesk).
- Problem-solving skills and the ability to manage priorities in a dynamic environment.
- Proactive mindset with a hands-on approach to issue resolution.
- Emotional intelligence to manage conflicts and handle at-risk customers.
- Excellent written and verbal communication, with the ability to synthesize information clearly.
- Empathy to support the customer while keeping the company's business objectives in mind.
Benefits
Comp & perks- 💰PLR - Profit Sharing Program
- 🍎Home-office allowance + meal/food voucher loaded onto the Caju flexible benefits card
- 🤑Budget to set up your home office
- 🚑Health and Dental plan with nationwide coverage
- 👩🏽⚕️Access to Moodar for online psychological care (benefit extendable to family members)
- 💻Access to an educational platform with full scholarships for undergraduate, graduate, short courses, language courses and MBA programs
- 🏋🏼♀️Wellhub (formerly Gympass): App providing access to partners for physical activities (gyms) and wellbeing partners for the physical, emotional and nutritional health of you and your family
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data analysisnegotiationconflict managementcustomer retention strategiesupsellingcross-sellingCRM usageticket management
Soft Skills
problem-solvingproactive mindsetemotional intelligencecommunicationempathy