ImpulseUP

• Manage national and LATAM accounts, driving strategic renewals and identifying upsell and cross-sell opportunities to expand revenue. • Apply negotiation techniques and engagement triggers to ensure retention and mitigate churn, diagnosing root causes to propose process improvements. • Act as a strategic partner by conducting assessments and proposing solutions that add value, address pain points, and drive customer growth. • Plan project cycles based on real feedback, reporting impacts and results that inform product development and new sales. • Anticipate relationship or product issues and propose changes that ensure the health and continuity of projects. • Understand the drivers of churn and cancellations with the goal of proposing process improvements and resolving bottlenecks. • Perform diagnostics and propose solutions that help clients grow. • Track outcomes related to system implementation and provide support focused on customer success. • Share project impacts and results with the company to be used as input for content, materials, and new sales. • Plan new projects and propose improvements based on feedback from previous cycles.

• Lead and develop the pre-sales team (BDRs/SDRs), ensuring high performance and continuous growth; • Structure and optimize pre-sales processes (inbound and outbound); • Ensure consistent generation of qualified opportunities for the sales team; • Define and deploy performance indicators (KPIs) that balance quantity and quality (volume, conversion, efficiency); • Create a target model that encourages in-depth diagnosis and alignment with the ICP; • Work closely with marketing to improve lead quality and conversion of leads; • Collaborate with the sales team to ensure an efficient handoff and increase conversion rates; • Identify funnel improvement opportunities and propose process adjustments; • Ensure proper use of the CRM and operational support tools.

• Solucionar dúvidas ou problemas dos clientes com agilidade • Garantir satisfação dos clientes e leads nos atendimentos • Reportar bugs e melhorias na aplicação • Executar testes de sistema • Manter-se atualizado sobre o produto • Produzir tutoriais para a nossa Central de Ajuda

• Cross-functional leadership: Coordinate and develop the support team (Enablement, Ops, Insights, and CSMKT), ensuring synergy among functions. • Strategy and OKRs: Identify needs for new projects and initiatives based on the company’s strategic objectives, translating them into action plans and clear targets for the executive team. • Governance and Scalability: Establish governance processes for tools, licenses, and communication channels, ensuring high-quality data for strategic decision-making. • AI-driven innovation: Lead implementation of AI projects in CSX focused on operational efficiency gains, customer behavior prediction, and automation of customer success processes. • PMO perspective: Manage timelines, project plans, and stakeholder communication using agile methodologies to ensure delivery of cross-functional projects. • Customer Insights: Build the data intelligence function, delivering analytical reports with action plans for management. • Stack optimization: Lead restructurings and migrations of platforms used by the CX/CS team, focusing on improving key performance metrics.

• Support and assist customers to achieve success using Impulseup. • Conduct planned meetings and activities with clients. • Perform demonstrations and configure the Impulseup platform for customers. • Create, review, and publish various content for our blogs. • Proactively collaborate with sales, marketing, and product teams to plan new ways to improve the customer experience. • Stay continuously updated on market trends related to strategic HR.