Segware

Customer Support

• Be the client's focal point throughout the entire post-onboarding journey.
• Conduct handoff meetings, callbacks, and success meetings.
• Handle cancellation cases directly, seeking retention and recovery of the relationship.
• Perform NPS follow-up, identify root causes, and propose improvement actions.
• Drive adoption of level-1 features (usability, strategic vision, processes).
• Map churn risks and act proactively to mitigate them.
• Create and track personalized success plans.
• Monitor metrics such as health score, engagement, and adoption.
• Record interactions and updates in the CRM with quality and consistency.
• Partner with the technical team to ensure deliveries are aligned with client needs.
• Identify expansion opportunities (upsell/cross-sell) when appropriate for the client.

Customer Success Analyst – Relationship and Retention

Analyst

• Oferecer suporte administrativo completo ao time de vendas, desde a formalização da oportunidade até a conclusão integral do processo comercial (incluindo contratos, cadastros, documentação e interface com o Jurídico), assegurando fluidez, conformidade e foco do time de vendas na geração de receita.
• Solicitação, acompanhamento e controle de contratos novos e aditivos;
• Análise da situação empresarial (CNPJ, SERASA, etc.) de novos contratos;
• Envio e acompanhamento de assinaturas digitais até a efetiva conclusão e arquivamento;
• Interface entre o Comercial e o Jurídico, atuando como ponto focal para esclarecimento de cláusulas e agendamento de reuniões com os clientes (quando necessário).
• Apoio no processo de cadastros de clientes;
• Acompanhamento até a efetiva conclusão do processo de venda, incluindo o efetivo ajuste na base de produtos, a exemplo de adições de licenças ou exclusão de produtos (quando aplicável);

Analista Administrativo Comercial Jr

Account Executive

• Prospecting new clients;
• Strong negotiation skills;
• Conduct in-person visits;
• Solution-focused approach;
• Provide post-sales support;

Commercial Consultant

Product Manager

• Conduct user interviews, run research, and analyze Support feedback to identify pain points and needs.
• Monitor competitors and market trends to identify new opportunities for value.
• Prioritize backlog items (bugs, improvements, features) using prioritization frameworks (WSJF, RICE, MoSCoW, etc.).
• Write User Stories, acceptance criteria, and detailed specifications.
• Clarify questions from Engineering and Design, remove blockers, and validate deliveries.
• Collaborate with the Design/UX team to develop wireframes and ensure a high-quality user experience.
• Communicate the roadmap, progress updates, and product vision to leadership and internal stakeholders.
• Coordinate go-to-market launches of new features with Marketing and Sales teams.
• Negotiate for resources and say “No” to requests that do not align with the product strategy.
• Train and provide information on new features to Sales and Support teams.