Operand

Inside Sales

• Consultative, Results-Oriented Selling: Conduct consultative sales focused on customers’ needs, providing solutions that deliver clear benefits and results for a win-win relationship.
• Call Planning: Develop and implement strategic call plans, setting clear objectives for each customer interaction and ensuring all calls are productive and aligned with sales goals.
• Lead Management: Receive and handle pre-qualified leads, accurately tracking all activities and sales forecasts in the CRM.
• Online Meetings: Conduct online meetings with leads, presenting products/services clearly and concisely.
• Proposals and Sales Funnel: Send commercial proposals and monitor the progress of opportunities through the sales funnel, ensuring each stage is tracked and optimized.
• CRM Organization and Updates: Keep the schedule organized and all negotiation information up to date in the CRM, ensuring data accuracy and sales process efficiency.
• Negotiation Management: Manage negotiations from opportunity creation to contract signing, focusing on addressing customer needs and successfully closing the sale.
• Closing Negotiations: Drive the negotiation closing process efficiently, ensuring customer satisfaction and deal completion.
• Strategy Analysis and Updates: Continuously review and update sales strategies and commercial approaches based on performance analysis and customer feedback.
• Improving Customer Experience: Work to enhance the customer experience, building relationships based on trust and respect, and ensuring excellent service in all interactions.
• Collaboration with the Sales Team: Work together with the sales team to align strategies, share information, and ensure a unified and effective sales approach to meet established goals.

Analyst

• Manage a portfolio of large accounts with a strategic, consultative approach
• Build and maintain close relationships with client decision-makers and influencers
• Lead recurring strategic meetings (checkpoints, executive alignments)
• Actively drive retention and expansion (upsell and cross-sell), identifying opportunities based on customer usage and needs
• Develop a deep understanding of each customer's business, challenges, and strategic objectives
• Translate customer objectives into clear action plans within the platform
• Anticipate churn risks and lead mitigation plans with a medium- and long-term perspective
• Monitor portfolio health metrics (engagement, adoption, revenue, churn, and expansion)
• Convey structured feedback from strategic clients to Product and leadership

Customer Success Analyst – High Touch

• Manage a portfolio of small (SMB) clients in a mid-touch model, balancing scale and personalization
• Conduct proactive outreach focused on retention, adoption, and engagement
• Identify churn risks and act preventively with clear action plans
• Monitor metrics such as activation, usage, engagement, and churn for the portfolio
• Conduct periodic checkpoints and strategic communications (meetings, messages, campaigns)
• Ensure expectation alignment from post-onboarding onward
• Log customer interactions and information in an organized manner in the CRM

Customer Success Analyst – Mid-Touch

Support Engineer

• Respond to and log support requests via chat, email and the ticketing system, ensuring clear and organized information.
• Perform thorough triage, understanding the customer context and collecting relevant data to diagnose questions and incidents.
• Guide customers in using the platform, often directing them to (and improving) Help Center content.
• Diagnose and resolve technical issues related to software, configuration, network and usability.
• Implement workarounds when necessary, restoring service quickly.
• Escalate requests to other teams in a structured way and follow up until final resolution.
• Ensure SLA compliance by working proactively and in an organized manner.
• Record interactions in detail, creating a reliable history for future analysis.
• Actively contribute to the creation, review and improvement of the Help Center, FAQs and internal documentation.
• Identify patterns in recurring questions and issues, suggesting process, product or communication improvements.
• Support continuous improvement of the customer experience based on metrics such as CSAT and ticket volume.
• Propose improvements and bring ideas to help evolve the product.

Inside Sales

Customer Success Analyst – High Touch

Customer Success Analyst – Mid-Touch

Customer Support Analyst