Simples Dental

• Manage the leads database and ensure their progression through the sales funnel until they become MQLs; • Regularly update and clean databases to ensure segmentation effectiveness; • Analyze CRM KPIs with deep analytical insight, knowing exactly how to adjust the levers that impact rates, connections, and implement continuous improvements; • Configure and optimize advanced integrations for RD Station, Umbler, Pipedrive, Intercom, Power BI, and other platforms in our ecosystem; • Design the technical flow and set up triggers for nurture and conversion journeys for both the leads database and the trial base (top, middle, and bottom of funnel); • Create and run strategic campaigns with a strong focus on converting leads to trials; • Implement A/B tests to optimize messaging and communication approaches; • Monitor campaign performance and propose operational adjustments to improve results; • Orchestrate retrial campaigns to re-engage lost contacts with a focus on conversion; • Work closely with our SDR team to refine and raise the quality of leads delivered by Marketing; • Identify bottlenecks and suggest optimization opportunities in CRM operational flows; • Lead database management and dashboard development efforts, proactively seeking ways to optimize operational analysis workflows; • Lead the automation efforts of our referral program.

• Conduct onboarding calls with new clients, ensuring they learn to use the system effectively; • Adapt communication to different client profiles, ensuring full understanding; • Identify recurring questions and challenges to propose improvements to training and processes; • Monitor KPIs and metrics to ensure client activation in the system; • Collaborate with other teams to improve the customer experience from the outset; • Become an expert in Simples Dental, familiar with its features and best practices.

• Responsible for promoting and sustaining agile practices within squads, organizing and facilitating agile ceremonies such as refinement, planning, and retrospectives; • Work closely with cross-functional teams (developers, designers, QA, UX, business stakeholders), facilitating alignment and communication; • Structure and manage the backlog with a strong sense of prioritization, ensuring that deliveries actually deliver value to the company and users; • Serve as the squad’s focal point, aligning needs and status with other areas of the company; • Monitor product development and ensure the delivery cadence aligns with the roadmap; • Ensure feature deliveries meet quality standards and acceptance criteria, and that the team remains focused on what matters; • Manage the team’s metrics in collaboration with the area manager, anticipating and resolving potential issues; • Gather requirements, identify business processes, manage documentation, and understand user and business needs.

• Conduct proactive prospecting via phone, WhatsApp, email, and other communication channels to identify qualified leads and convert opportunities into meetings; • Develop and maintain a consistently updated and managed lead pipeline, ensuring meetings take place; • Qualify leads based on predefined criteria, ensuring only qualified opportunities are passed to the sales team; • Understand potential customers’ needs and challenges and clearly articulate how our solution can add value to them; • Collaborate effectively with the sales team to ensure a smooth handoff of qualified leads into the sales process; • Use our systems and other tools appropriately to track activities and maintain accurate records of interactions with prospects; • Stay up to date on trends in the dental industry and on the features and benefits of our software solution; • Occasionally present area metrics in OKR meetings; • Assist in creating OKRs as part of the commercial team; • Record best practices and learnings in our logging tool (Confluence); • Analyze your metrics daily to identify areas for improvement; • Participate in team activities such as immersions, sales coaching, forecast meetings, process creation, training, etc.

• Contact clients directly immediately after the sale to welcome them and begin follow-up for the migration process; • Act as the frontline for starting migrations, recording and routing complaints, and coordinating with clients in complex cases; • Make calls to explain the process, resolve support questions, respond to emails, and ensure clarity in communications; • Proactively follow up with clients to request pending information essential for migration (e.g., sending backups, registering professionals, validation responses); • Receive and handle requests from the Sales, Support, or Customer Success (CS) teams related to migration status; • Actively research how to request backups from competing systems to guide clients and, subsequently, perform these requests independently; • Collect received backups and maintain strict organization of our migrations drive; • Perform basic data imports or imports that already have a fully established process; • Assist with migration tests to pre-validate data before final delivery to the client; • Continuously update the migration status control spreadsheet, ensuring the entire team has visibility into the progress of each clinic.

• Respond to clients through support channels (chat, email, ticketing system and, when necessary, phone or meetings); • Guide users on using the platform, its features and best practices; • Perform initial analysis of requests, quickly identifying the nature of the issue; • Resolve low-complexity requests using defined flows, documentation and playbooks; • Accurately log all interactions in the system, ensuring a complete history and traceability; • Classify and categorize tickets appropriately, prioritizing according to impact and urgency; • Escalate issues to Level 2 Support when necessary, providing clear context and complete information; • Contribute to the knowledge base (FAQs, articles and documentation improvements); • Support the identification of recurring problem patterns and share insights with the team; • Work with a focus on quality and speed, balancing ticket volume with customer experience; • Monitor performance indicators (CSAT, response time, SLA) with a focus on continuous improvement.

• Work with the team during sprint cycles; • Write simple, clean code (Clean Code) and apply the best design patterns; • Learn and help improve your own and others' code through code reviews; • Develop solutions with a focus on efficiency, scalability, and stability; • Identify operational and technical risks and issues, recommending actions to mitigate them; • Participate in discussions about development best practices and processes; • Stay up-to-date with leading technologies in the tech market; • Share knowledge with the team; • Communicate with other teams across the company to apply the best solutions for customers.

• Architect and deliver robust logic via Make, Zapier and custom APIs for critical CSX journeys (Customer Journey and Support), Marketing (lead acquisition) and Sales (sales process); • Implement automated error-handling flows to manage third-party system failures (connector instabilities). Systems administration and AI; • Perform expert-level administration in Pipedrive (emphasis on objects such as Organization, Contact, Deals, Projects and Activities/Tasks, as well as maintaining and creating native automations); • Feed, train and optimize snippets and knowledge rules for AIs (e.g., Intercom Fin).

• Plan, execute, and optimize integrated paid, organic and direct media campaigns focused on acquiring trials and leads; • Define targeting strategies, budgets and bidding across major platforms (Google Ads, Facebook/Meta Ads, LinkedIn Ads, etc.); • Create and optimize ad creatives and run A/B tests to improve campaign performance; • Monitor KPIs (CTR, CPC, CPA, ROI, conversions, among others), generate insights and implement continuous improvements; • Manage campaign budgets to ensure the best cost-effectiveness; • Prepare management reports and present results with strategic recommendations to the team and leadership; • Collaborate with content, design and marketing teams to align campaigns with company objectives; • Stay up to date on paid media and performance marketing trends, ensuring best practices are applied day-to-day; • Analyze communication opportunities and suggest actions to improve marketing-funnel results; • Interface with other areas such as Sales, Product and Customer Success to integrate content into customer journeys; • Analyze results and identify strategic projects for the area.

• Develop layouts and communication pieces of medium to high complexity, following the received brief; • Participate in the development of creative concepts and collaborate with the team to refine them; • Make adjustments and refinements to graphic assets based on internal feedback; • Work collaboratively with copywriters and other art directors.