Mercos

• Expand your client portfolio and secure MRR through upsell, cross-sell, and retention strategies; • Monitor the financial health metrics of your portfolio, ensuring the expansion and retention needed for positive exit outcomes; • Schedule and conduct meetings with clients in your portfolio, actively participating in strategic plans and identifying improvement opportunities using Mercos solutions; • Proactively contact the entire client portfolio on a cycle of up to 90 days; • Identify clients' complex needs and efficiently route them to the appropriate internal teams, ensuring delivery quality; • Develop a deep understanding of clients' businesses and future plans, creating tailored strategies to deliver continuous value; • Serve as the client's voice within Mercos, connecting their needs with Product, Development, Partners, Finance, and other teams; • Represent Mercos at trade shows and events in São Paulo or other regions of the country; • Be available for frequent travel (approximately one week per month) to cover events; • Participate in MercosCast and host livestreams focused on the customer base to increase product engagement and generate new opportunities; • Develop rapid, investigative action plans with clients to reverse cancellation requests (churn); • Keep tracking and management tools (CRM) rigorously up to date; • Lead contract negotiations, plan migrations, user package changes, and annual adjustments; • Contribute to the ongoing review of team processes to improve execution and collective results; • Complete mandatory Mplayers development track trainings and actively build your PDI (Individual Development Plan) through 1:1s with leadership.

• Conduzir reuniões de Kickoff e acompanhamento, mergulhando no contexto operacional da conta para garantir que o Mercos resolva dores reais. • Atuar com escuta ativa para entender as regras de negócio e parametrizar os sistemas, conectando a utilização prática ao sucesso financeiro de quem nos procura. • Gerenciar as expectativas de todas as partes envolvidas (cliente, áreas internas e integrador do ERP), mantendo uma comunicação fluida e transparente para fortalecer a parceria. • Monitorar de perto os indicadores de sucesso inicial (ativação e uso de funções-chave) para garantir que o cliente perceba valor rapidamente (Time to Value). • Identificar sinais de desengajamento ou riscos de implantação e desenvolver planos de ação imediatos para reverter cenários de possível cancelamento. • Conduzir treinamentos que inspirem confiança e garantam a adoção efetiva da plataforma pelas equipes que a utilizarão no dia a dia. • Elaborar e assegurar o cumprimento do cronograma de implantação, orquestrando as etapas entre o time interno, o cliente e quem atua na integração (ERP). • Manter o rigor na atualização do Salesforce, garantindo que o histórico de decisões, riscos e avanços do projeto estejam registrados para toda a Mercos. • Colaborar com o squad para otimizar playbooks e processos, focando sempre em reduzir o tempo de projeto sem perder a qualidade da entrega.

• Act in a consultative capacity to develop integration scopes, understanding client requirements and proposing appropriate, realistic technical solutions • Collaborate with Business Managers on high-value accounts, providing technical support to advance commercial opportunities within the portfolio • Participate in and lead meetings with clients, ERP partners and internal teams, mediating interests with technical clarity and business perspective • Map clients' commercial processes to identify opportunities and anticipate technical challenges in integrations • Negotiate scope, address technical objections and propose viable alternatives when the initially desired approach is not possible • Support integrators with questions about integration mechanics, business rules and technical alternatives • Analyze integration issues and work directly with partners or clients to resolve them, exploring alternative approaches before escalating to technical teams • Document interactions and keep the CRM (Salesforce) up to date, ensuring visibility for all stakeholders • Capture and record product improvement suggestions based on scope analyses and recurring requests • Monitor project progress, KPIs and risks, keeping management informed • Complete the mandatory development track for Mplayers and build your IDP (Individual Development Plan) through 1:1s with leadership

• Receive people who contact you asking for help (phone, email and chat) and seek to understand their needs beyond the reported issue • Analyze the integration code between the ERP and Mercos, using a validation document to identify potential adjustments and inform the partner about necessary corrections • Redirect financial requests and bug reports to the responsible squads (Finance and Application Support) • Assist our customers with Mercos usability questions, understanding the customer’s context and how to connect their workflows to the system’s tools • Participate in daily meetings (target tracking, course corrections and sharing successes) and weekly meetings (reviewing wins and losses) • Actively engage in a collaborative learning environment, leading and participating in team training sessions • Be responsible for your own development through your Individual Development Plan (IDP) and actively participate in follow-up / 1:1 meetings

• Realizar contatos ativos com indústrias e distribuidoras brasileiras por telefone, e-mail, WhatsApp e chat, identificando se o negócio se encaixa no Perfil Ideal de Cliente da Mercos. • Conduzir conversas consultivas com donos de empresa, gestores comerciais e profissionais de TI, entendendo a operação de vendas de cada negócio antes de apresentar qualquer solução. • Qualificar oportunidades com critério e gerar agenda de demonstração para o time de vendas com contexto suficiente para uma reunião de qualidade. • Testar, iterar e documentar abordagens de prospecção, contribuindo ativamente para a evolução dos scripts e fluxos de cadência utilizados pelo time. • Usar as ferramentas disponíveis, principalmente Salesforce e Google Workspace, para manter o pipeline organizado e os registros atualizados, garantindo rastreabilidade do trabalho. • Participar das reuniões de time com preparo, trazendo percepções de mercado coletadas nas interações diárias com potenciais clientes. • Gerenciar a própria agenda em um ambiente de alto volume de contatos, equilibrando produtividade com qualidade de abordagem. • Ser responsável pela construção e condução do seu PDI a partir dos feedbacks recebidos e das reuniões de 1:1 com sua liderança.

• Plan and execute the calendar of marketing activities exclusive to the partner channel. • Create and promote sales campaigns and incentive programs that encourage partners to generate new opportunities. • Strengthen relationships with strategic partners through planning meetings and joint initiatives. • Develop and implement marketing strategies, including social media, case studies, and online and offline events. • Manage the department budget, ensuring the best ROI for actions taken. • Monitor the results of each initiative and adjust strategy based on funnel data. • Deliver the mandatory development track trainings for Mplayers and build their PDI (Individual Development Plan) through 1:1s with leadership.

• Conduct interviews, surveys, usability tests and other research methods with customers. • Create mockups, user flows and high-fidelity prototypes in Figma. • Propose solutions aligned with our design standards, considering value delivery and development effort. • Ensure the final implementation matches the proposed design. • Use data and metrics to validate the performance of your deliverables. • Actively contribute to improving our Design System and interface components. • Develop a deep understanding of Mercos's products and the platform's different user profiles.

• Elaborar e executar planos de ação personalizados para reverter pedidos de cancelamento (churn) e reduções de contrato (downgrade). • Negociar ativamente planos, pacotes de usuários e reajustes anuais, garantindo o equilíbrio entre a satisfação do cliente e a saúde financeira da Mercos. • Identificar e conduzir oportunidades de Upsell e Cross-sell, realizando demonstrações de funcionalidades e serviços para clientes da base. • Analisar o histórico completo do cliente (venda, implantação e uso) no CRM para entender a raiz de suas dificuldades. • Atuar como o porta-voz do cliente internamente, conectando dores críticas aos times de Produto e Engenharia para melhorar a experiência geral. • Investigar e propor alternativas técnicas, como trocas de ERP ou novas integrações, que viabilizem a permanência e evolução do cliente no sistema. • Gerenciar o fluxo de tickets (Zohodesk) e registrar com precisão todas as negociações e interações, garantindo a rastreabilidade do processo. • Criar e atualizar oportunidades no Salesforce, assegurando que cada negociação siga as fases corretas do funil de retenção. • Colaborar com os times financeiro e de parceiros para agilizar as tratativas contratuais e entregas técnicas acordadas.

• Conduct research on the customer's context before each interaction, complementing the diagnosis provided by the SDR team. • Map the account org chart, identifying influencers and key decision-makers to build a tailored winning strategy. • Prepare and deliver presentations that connect Mercos' features to the customer's segment-specific challenges. • Perform recurring follow-ups throughout the sales funnel, ensuring no opportunity cools down due to lack of contact. • Master the negotiation and closing process, turning a vision of the future into signed contracts. • Execute a handover to the Implementation team through the kickoff meeting, ensuring the expectations set during the sale are met. • Keep Salesforce up to date, logging every interaction and strategic detail that could influence account success. • Actively collaborate with the team to identify bottlenecks in the commercial process and suggest improvements that increase conversion rates. • Analyze reasons for lost opportunities to provide marketing and product teams with market insights.

• Represent Mercos at at least 2 trade shows per month across Brazil, actively working the aisles, booths, and networking areas. • Identify and approach mid- and large-size decision-makers, performing quick qualification and high-impact demos onsite. • Ensure leads are logged in the CRM in real time, maintaining organization even on high-intensity days. • Manage the full sales cycle from the first contact at an event through contract closing (high-ticket). • Operate in full sync with an internal sales partner. While you act in the field, you will have strategic support for funnel management, ensuring flawless execution and that shared targets are met. • Execute structured, personalized post-event follow-ups, ensuring time-to-value (TTV) from the first contact. • Conduct online demos and negotiation meetings with IT, Commercial, and Executive stakeholders. • Work with area leadership to build the playbook for this operation. • Serve as an internal consultant to validate what works at trade shows and what needs adjustment. • Document processes and learnings to strategically scale this channel.