ACS Pro

• Provide first-level support to users, logging, categorizing, and prioritizing tickets according to SLA criteria • Work on resolving incidents and requests of low to medium complexity • Perform troubleshooting on ManageEngine and Zoho solutions • Ensure correct classification and escalation of tickets to higher support levels (L2) • Monitor tickets through to resolution, keeping users informed of progress • Assist with organizing and maintaining the knowledge base and procedural documentation • Follow defined Service Desk operational processes and standards • Contribute to continuous improvement of support and operational processes

• This is a remote position. • At ACS Pro, we operate at the forefront of digital transformation, delivering solutions that directly impact our clients' IT operations and governance. • Our environment is dynamic, collaborative and results-oriented, with high exposure to significant projects and large enterprise clients. • The Customer Success squad is responsible for maintaining and strengthening strategic client relationships. • Additionally, it plays a key role in developing and delivering a differentiated experience, keeping clients engaged, directly impacting their results, acting as their advocate, and identifying technology-driven solutions that make their business increasingly efficient and profitable.

• Provide first-level support to users, logging, categorizing, and prioritizing tickets according to SLA criteria • Work on resolving incidents and requests of low to medium complexity • Perform troubleshooting on ManageEngine and Zoho solutions • Ensure correct classification and escalation of tickets to higher support levels (Level 2) • Monitor tickets through to resolution, keeping users informed of progress • Assist in organizing and maintaining the knowledge base and procedural documentation • Adhere to defined Service Desk processes and operational standards • Contribute to continuous improvement of support and operational processes

• Lead end-to-end project delivery, from requirements gathering to final delivery • Manage scope, timelines, risks and client expectations • Act as the liaison between sales, technical teams and the client • Participate in requirements-gathering meetings and solution definition • Support proposal development, estimates and scope definition • Execute and monitor the implementation of ManageEngine solutions • Organize and control activities, schedules and deliverables • Ensure quality, adherence and client satisfaction • Monitor post-implementation support and solution evolution

• Atuar de forma consultiva na compreensão das necessidades técnicas e de negócio dos clientes, propondo soluções aderentes ao portfólio ManageEngine • Apoiar o time comercial na construção de propostas de valor, definindo escopo técnico, estimativas de esforço e viabilidade de projetos • Conduzir apresentações técnicas e demonstrações de soluções para clientes e prospects, com abordagem clara, estruturada e orientada a valor • Planejar e executar POCs (Provas de Conceito), incluindo configuração, validação técnica e análise de aderência ao cenário do cliente • Participar ativamente de reuniões de pré-venda, levantamento de requisitos e alinhamento com stakeholders técnicos e executivos • Gerenciar a implementação das soluções, conduzindo atividades de instalação, configuração, testes, homologação e treinamento de usuários • Garantir a organização e o acompanhamento das entregas, atuando na gestão de prazos, riscos e expectativas do cliente • Apoiar o cliente no pós-implantação, assegurando estabilidade, boas práticas e evolução contínua da solução • Manter-se atualizado(a) sobre o portfólio, novas funcionalidades e roadmap das soluções ManageEngine

• Manage and maintain the internal IT environment (servers and systems) • Administer virtualized environments (VMware and/or Proxmox) • Manage Windows and Linux servers (users, services, permissions, etc.) • Deploy and sustain solutions within the Zoho ecosystem (CRM, Desk, Analytics, People) • Map and improve internal processes through automation • Develop integrations between systems (APIs, webhooks, JSON) • Create scripts and automations to reduce manual work • Provide internal technical support • Investigate and resolve incidents and problems • Document processes, environments, and best practices • Interact with vendors (in Portuguese and English)

• Identify and prospect high-value opportunities, mapping decision-makers and influencers in the B2B landscape • Act as a strategic advisor, translating complex technical needs into business solutions • Manage all stages of the sales funnel • Cultivate and expand relationships within strategic accounts • Stay up to date on IT trends and the ManageEngine solutions ecosystem

• Qualify inbound leads (events, website, marketing campaigns, and internal database); • Conduct active outbound prospecting for B2B companies; • Use LinkedIn Sales Navigator and other tools to map decision-makers; • Engage with leads via calls, emails, and personalized messages; • Book qualified meetings for the sales team; • Keep the CRM updated with records and follow-ups;

• Prospecção e qualificação de novos clientes para a carteira Zoho. • Relacionamento ativo com os clientes no pós evento, a fim de gerar novos negócios. • Atuar como ponto focal entre cliente e time técnico/comercial, entendendo as necessidades e propondo soluções dentro do ecossistema Zoho. • Identificar oportunidades de upsell e cross-sell com foco na expansão da conta. • Participar de reuniões de alinhamento, demonstrações e treinamentos com os clientes. • Trabalhar em conjunto com o time de implantação, pré-vendas e suporte para garantir uma jornada de cliente eficiente. • Alimentar o CRM com informações estratégicas sobre o cliente.