Effecti | Tecnologia para Licitantes

• Desenvolver e evoluir soluções back-end de média e alta complexidade; • Atuar na análise e resolução de problemas técnicos críticos; • Participar da definição de soluções para novas funcionalidades e integrações; • Conduzir tecnicamente demandas e projetos de maior complexidade; • Identificar riscos, dependências e oportunidades de melhoria; • Colaborar com o time na discussão de soluções, arquitetura e boas práticas; • Apoiar investigações de incidentes e atuação em produção quando necessário; • Contribuir para evolução da confiabilidade, observabilidade e qualidade da plataforma; • Trabalhar de forma próxima com Produto, Squad Leader, Tech Lead e demais áreas da empresa.

• Criar relacionamento amigável e profissional com os clientes; • Alinhar expectativas junto aos clientes de sua carteira, identificar oportunidades e demonstrar resultados (QBR); • Identificar e criar oportunidades de negócio e expansão; • Será responsável pela estratégia e atendimento aos clientes buscando atingir alto nível de NPS (e suas tratativas). Por isso é importante zelar pelo ótimo atendimento e aprimorar seus conhecimentos durante os contatos, gerando máximo de valor aos clientes; • Desenvolver atuação estratégica para engajamento da carteira de clientes sob sua responsabilidade; • Desenvolver um relacionamento sólido com cada cliente e trabalhar para manter a saúde deste contratos estáveis, abrindo possibilidades de expansão; • Monitorar, tratar e reverter Churn; • Fidelizar o cliente através de um relacionamento amistoso e produtivo;

• Act in the strategic recovery of customers who churned due to delinquency, leading negotiations and recovery/reinstatement plans. • Deeply understand the reasons that led customers to delinquency and cancellation, identifying financial, operational, perceived-value, or relationship causes. • Build consultative churn-reversal plans, demonstrating the value of the platform and proposing practical actions to reintegrate customers into the active base. • Conduct consultative collections focused on revenue retention and customer recovery, avoiding an exclusively financial/transactional approach. • Analyze customer behavior, journey, and history prior to churn, identifying risk patterns, signs of engagement decline, and opportunities for preventive retention. • Generate insights and recommendations for internal teams aimed at reducing churn and delinquency, contributing to improvements in Product, Customer Success, Onboarding, Collections, and relationship processes. • Collaborate with CS, support, sales, and finance teams to develop retention and revenue-recovery strategies. • Monitor KPIs related to delinquency, customer recovery, revenue reactivation, and cancellation reasons. • Record interactions, action plans, and customer statuses in the company's internal systems. • Support customer onboarding efforts when necessary, ensuring a positive initial experience and improving future retention potential.

• Liderar a definição da visão, estratégia e roadmap do produto, conectando objetivos de negócio, necessidades do usuário e oportunidades tecnológicas (incluindo uso de IA); • Atuar como principal ponto de decisão do produto, influenciando a alta liderança e garantindo alinhamento estratégico entre áreas; • Conduzir iniciativas de discovery contínuo, utilizando dados, pesquisa com usuários e experimentação para validação de hipóteses; • Identificar e priorizar oportunidades de uso de Inteligência Artificial para ganho de eficiência operacional, melhoria da experiência do usuário e geração de valor para o negócio; • Trabalhar em tríade com Design e Engenharia para transformar problemas complexos em soluções escaláveis; • Gerenciar stakeholders de diferentes níveis, negociando prioridades com base em impacto, esforço e estratégia; • Definir e acompanhar métricas de sucesso do produto (OKRs, KPIs), promovendo uma cultura orientada a dados; • Garantir rastreabilidade das decisões de produto, conectando discovery, delivery e resultados; • Liderar iniciativas de inovação, explorando tendências de mercado, novas tecnologias e benchmarks (especialmente em IA e automação); • Atuar na evolução contínua do produto, equilibrando construção de novas funcionalidades com sustentação e melhoria de processos; • Disseminar boas práticas de produto, discovery e uso de dados para o time.

• Organize, qualify, and prioritize requests from internal teams (incidents, improvements, and product enhancements) • Identify patterns and recurring issues to address root causes, reducing support volume • Structure and evolve the request workflow (classification, prioritization, and tracking) • Manage the backlog with a focus on operational efficiency and business impact • Work closely with the technical team to ensure clarity of requirements and proper direction • Support building solutions that increase business teams' autonomy and reduce back-office dependence • Define and monitor metrics related to efficiency, request volume, and reduction of rework • Communicate and negotiate priorities, decisions, and alignments with stakeholders clearly and concisely • Support organizing team processes and rituals, ensuring flow and predictability • Operate with strong analytical and prioritization skills in an environment with multiple simultaneous demands

• Build friendly and professional relationships with clients; • Align expectations with clients in your portfolio, identify opportunities and demonstrate results (QBR); • Identify and create business and expansion opportunities; • Own the strategy and client service aimed at achieving high NPS (and handling related issues). Therefore, ensure excellent service and continuously improve your knowledge during interactions to deliver maximum value to clients; • Develop strategic approaches to engage the client portfolio under your responsibility; • Build a strong relationship with each client and work to keep contract health stable, opening possibilities for expansion; • Monitor, address and reverse churn; • Retain clients through friendly and productive relationships;

• Provide customer support via email, chat, WhatsApp, telephone and remotely in an agile, practical and efficient manner so users feel confident and have their questions satisfactorily resolved • Maintain strong customer relationships and a comprehensive understanding of all applications of the Minha Effecti system, as well as company policies and procedures • Analyze processes and routines carried out within the department to propose and implement best practices for using the Minha Effecti tool • Organize and keep support records up to date to ensure customer requests are answered and to perform follow-ups • Stay up to date on bidding legislation and regulations and monitor updates in the sector

• Develop and maintain scalable, resilient, and high-performance backend services. • Design and implement integrations between systems and APIs, ensuring reliability and high availability. • Monitor application metrics, logs, and indicators to identify opportunities to improve performance, stability, and user experience. • Collaborate with Product, Design, and other Engineering teams to define and deliver solutions that provide value to users. • Participate in defining and evolving applications, contributing best practices and engineering standards. • Analyze complex software issues and propose efficient, sustainable solutions. • Contribute to code quality through reviews, testing, and continuous improvement of applications. • Research and evaluate new technologies, tools, and approaches that can advance the company’s products and processes. • Support the definition and implementation of business rules and integration with internal and external services.

• Provide customer support via email, chat, WhatsApp, phone and remote access in a prompt, practical and efficient manner • Maintain strong customer relationships and comprehensive knowledge of all applications within the Minha Effecti system • Analyze departmental processes and routines to propose and implement best practices for using the Minha Effecti tool • Organize and keep support records up to date to ensure customer requests have been addressed • Stay up to date on legislation and regulations related to bidding/public procurement