Omie

• Promote team training, whether on an ad-hoc basis at project kickoff or when a new employee joins the company, or on an ongoing basis; • Responsible for supervising sales and prospecting areas; • Monitor the team's daily results and other activities through the CRM; • Conduct monthly reviews of calls and meetings to improve performance; • Identify areas for improvement in individual and team plans; • Support team engagement, contributing to a healthy work environment; • Lead alignment meetings, analyzing and presenting daily deliverables; • Develop work strategies focused on achieving team results; • Track indicators such as number of meetings and conversion rate.

• Plan, execute, and document manual and automated tests for web applications. • Identify, log, and track the resolution of bugs using management/issue-tracking tools. • Identify opportunities for test automation to optimize the delivery cycle. • Create and maintain technical and functional documentation, ensuring clarity, standardization, and traceability. • Create and manage manuals, quick-start guides, Release Notes, and business process documentation. • Validate integrations via APIs by analyzing requests, responses, and error scenarios. • Collaborate with development teams to identify, log, and monitor defects. • Actively participate in CI/CD pipelines, ensuring continuous quality in deliveries. • Support the improvement of QA processes by suggesting enhancements and best practices. • Work collaboratively with product, development, and support teams.

• Lead and develop the Implementation team through mentoring, feedback, 1:1 meetings, and performance evaluations, focusing on improving team performance; • Design and structure onboarding processes for new clients, focusing on value delivery and guiding clients on optimal use of the solutions they purchased; • Promote onboarding processes that emphasize value delivery, ensure clients achieve their objectives, and provide a positive experience using the product and any professional services purchased; • Ensure a seamless handoff between Sales and Customer Success; • Act as a liaison with other teams (Customer Experience, Sales, Finance, Support) to resolve issues and ensure necessary alignments.

• Develop and maintain Android app features with a focus on efficiency and quality. • Implement responsive user interfaces aligned with the proposed design. • Fix bugs and implement improvements based on user feedback or automated tests. • Integrate mobile applications with backend APIs and services. • Write unit tests and assist with functional test automation. • Document code and solutions clearly and accessibly.

• You will be responsible for understanding the customer and their goals and turning the use of the Omie ecosystem into practical results. • We are looking for someone who combines empathy to build genuine relationships with sharp analytical insight to manage multiple demands, always acting proactively to ensure the customer sees value in our solution. • Manage the customer portfolio at the start of the journey, ensuring system implementation and adoption. • Perform business diagnostics and identify customer pain points to define, monitor, and execute a success plan aligned with the Omie ecosystem. • Have in-depth product knowledge to engage customers and drive adoption. • Act as the main point of contact and strategic partner during the customer's initial journey. • Alternate between close-contact interactions (meetings/phone) and scaled communication (email/WhatsApp), ensuring a consistent presence based on each customer's needs. • Act as a guardian of the portfolio, identifying risks early and taking action to prevent churn. • Monitor health and engagement metrics, working to ensure the customer perceives value in the solution and achieves success.

• Foco em testes de intrusão e segurança de aplicações web, com ênfase em integrações estratégicas e validação de segurança em parceiros de negócio do ecossistema Omie. • Pentest de APIs: Testes de segurança em endpoints, análise de fluxos de autenticação (OAuth, JWT) e integrações de terceiros. • Desenvolvimento Seguro: Revisão de código e integração de ferramentas SAST/DAST em esteiras de CI/CD. • Relatórios de Vulnerabilidade: Redação técnica para desenvolvedores e relatórios executivos de risco para stakeholders.

• Prestar atendimento via chat e telefone ao cliente Omie com o objetivo de sanar as dúvidas do cliente; • Realizar acesso remoto à máquina de clientes com o objetivo de sanar as dúvidas do cliente; • Criar passo a passos de procedimentos feitos no sistema em formato de imagens e textos ou vídeos com o objetivo de sanar as dúvidas do cliente • Encaminhar problemas sistêmicos e problemas aparentemente sem solução ao time de Especialistas de produtos para validação e resolução de problemas; • Redirecionar a outros setores qualquer chat ou telefone que não seja de sua área de atuação, para ajudar o cliente a resolver seu problema no lugar correto; • Realizar o atendimento de chats com teor de Rejeição de notas fiscais, via chat e telefone visando um atendimento mais especializado.

• Liderar e desenvolver a equipe de Implementação com mentorias, feedbacks, 1:1, Avaliação de Desempenho, focando na melhoria de performance do time; • Estruturar processos de onboarding para novos clientes, focando em entregas de valor e orientando os clientes sobre o melhor uso das soluções que eles compraram; • Promover processos de onboarding que foquem em entregas de valor e que os clientes alcancem seus objetivos e tenham uma experiência positiva nas ao utilizar o produto e nas consultorias adquiridas; • Garantir que a passagem de bastão entre Comercial e CS seja realizada da melhor forma; • Atuar na mediação do meio de campo com demais times (Customer Experience, Comercial, Financeiro) para resolução de problemas e alinhamentos necessários.

• Connect with customers: Alternate between close-contact interactions (meetings/phone) and scaled communications (email/WhatsApp), ensuring a consistent presence according to each customer's needs; • Be consultative: Diagnose the customer's business and pain points to define, monitor, and execute a success plan aligned with the Omie ecosystem; • Track results: Monitor health and engagement indicators, working to ensure the customer perceives value in the solution and achieves success; • Focus on retention: Act as a steward of the portfolio, proactively identifying risks and taking action to prevent cancellations/churn; • Ensure customer satisfaction: Serve as the primary point of contact and strategic partner during the customer's initial journey; • Guide the journey: Manage the customer portfolio at the start of the journey, ensuring system implementation and adoption; • Know the product: Possess strong product knowledge to engage customers effectively and drive adoption.

• Provide support to Omie PDV customers via chat and phone. • Perform remote access to customers' machines to assist them when necessary. • Create step-by-step guides of system procedures in image/text or video format to resolve customer questions. • Escalate systemic issues and problems without obvious solutions to the Product Specialists team for validation and resolution. • Redirect chats and calls outside your area to the appropriate department to help the customer get their issue resolved by the right team. • Act in a consultative manner and provide empathetic, human-centered support to all customers.