Segware

• Perform advanced configurations of the Segware platform. • Lead integrations with external systems (APIs, automations, devices, protocols). • Conduct periodic technical audits to ensure adherence to best practices. • Run POCs (Proofs of Concept) and technical feasibility tests. • Design technical workflows and advise clients on optimal architecture. • Document processes, standards, and technical best practices. • Monitor critical tickets with support and ensure complete resolution. • Support the Relationship team on technical issues that impact retention. • Train clients and internal teams on advanced technical topics. • Serve as a bridge between Product and clients for structured technical feedback.

• Ser o ponto focal do cliente ao longo de toda a jornada pós-onboarding. • Conduzir reuniões de handoff, callback e reuniões de sucesso. • Atuar diretamente em tratativas de cancelamento, buscando retenção e recuperação da relação. • Realizar follow-up de NPS, entendendo causas e propondo ações de melhoria. • Conduzir adoção de funcionalidades de nível 1 (usabilidade, visão estratégica, processos). • Mapear riscos de churn e atuar proativamente na mitigação. • Criar e acompanhar planos de sucesso personalizados. • Monitorar indicadores como health score, engajamento e adoção. • Registrar interações e atualizações no CRM com qualidade e consistência. • Trabalhar em parceria com o time técnico para garantir entregas alinhadas às necessidades do cliente. • Identificar oportunidades de expansão (upsell/cross-sell) quando fizer sentido para o cliente.

• Atuará no Onboarding de clientes, auxiliando nas configurações, parametrizações e treinamentos para garantir o melhor uso dos nossos produtos. • Implantar softwares desenvolvidos pela Segware, conduzindo o cliente durante todo o processo de implantação remota ou presencial. • Garantir que os prazos e capacitações combinadas sejam cumpridos corretamente. • Realizar análise detalhada das necessidades do cliente para definir a melhor forma de implantação, minimizando impactos na operação do cliente. • Análise e Identificação de problemas que possam ocorrer durante a implantação. • Ministrar treinamentos presenciais e remotos para garantir que os usuários finais estejam preparados para utilizar as soluções implementadas. • Fornecer suporte contínuo para atender às necessidades dos clientes. • Documentar todos os projetos de implantação, mantendo atualizada a ferramenta de trabalho. • Elaborar documentação de ajuda do sistema para facilitar o entendimento das funcionalidades pelos usuários. • Identificar oportunidades de melhoria nos processos de implantação e sugerir inovações. • Atendimentos e parametrizações dos sistemas conforme expectativa e necessidades do cliente. • Gestão simultânea de múltiplos projetos, garantindo a organização e entrega eficaz das implantações.

• As an Implementation Analyst, you will work on client onboarding, assisting with configurations, parameterization and training to ensure optimal use of our products. • Implement software developed by Segware, guiding the client throughout the remote or on-site implementation process. • Ensure that agreed deadlines and training sessions are properly met. • Perform a detailed analysis of the client's needs to define the best implementation approach, minimizing impact on the client's operations. • Analyze and identify issues that may occur during implementation. • Deliver in-person and remote training to ensure end users are prepared to use the implemented solutions. • Provide ongoing support to meet client needs. • Document all implementation projects, keeping the work tools up to date. • Prepare system help documentation to make it easier for users to understand features. • Identify opportunities to improve implementation processes and suggest innovations. • Perform system support and parameterization according to the client's expectations and needs. • Manage multiple projects simultaneously, ensuring organization and effective delivery of implementations.

• Conduct user interviews, run research, and analyze Support feedback to identify pain points and needs. • Monitor competitors and market trends to identify new opportunities for value. • Prioritize backlog items (bugs, improvements, features) using prioritization frameworks (WSJF, RICE, MoSCoW, etc.). • Write User Stories, acceptance criteria, and detailed specifications. • Clarify questions from Engineering and Design, remove blockers, and validate deliveries. • Collaborate with the Design/UX team to develop wireframes and ensure a high-quality user experience. • Communicate the roadmap, progress updates, and product vision to leadership and internal stakeholders. • Coordinate go-to-market launches of new features with Marketing and Sales teams. • Negotiate for resources and say “No” to requests that do not align with the product strategy. • Train and provide information on new features to Sales and Support teams.

• Work closely with the development team • Develop wireframes, interaction models, and mockups • Collaborate with the product vision team with a focus on usability and user experience • Conduct research activities with clients and the product vision team • Analyze the current platform to propose new approaches and improvements to usability and user experience

• Provide full administrative support to the sales team, from formalizing the opportunity through the complete commercial process (including contracts, registrations, documentation and coordination with Legal); • Ensure smooth operations, compliance and keep the sales team focused on revenue generation; • Request, track and control new contracts and contract amendments; • Perform company background checks for new contracts (CNPJ, SERASA, etc.); • Send and monitor digital signatures until final completion and filing; • Act as the interface between Commercial and Legal, serving as the focal point for clause clarifications and scheduling meetings with clients when necessary; • Assist with the customer onboarding/registration process; • Follow the sale through to completion, including updating the product database as needed (for example, adding licenses or removing products when applicable);

• Develop solutions for mission-critical platforms with high availability and high performance • Write clean, testable, efficient code following best practices • Participate in all stages of the product development lifecycle • Ensure projects meet specifications and quality standards • Collaborate with other developers on implementation and troubleshooting • Research alternative approaches and technologies and present them for architectural review to support continuous improvement • Stay up to date with the latest development trends

• Work alongside our environment team, suggesting new technologies or adjustments to the current platform • Focus on the performance and stability of the entire production solution • Participate in creating new environments for new solutions • Analyze the current platform to suggest new approaches that deliver improvements in performance, stability, or cost • Continuously analyze opportunities to reduce the costs of Segware solutions

• Work alongside our environment team, proposing new technologies or adjustments to the current platform • Focus on the performance and stability of the entire production solution • Participate in creating new environments for new solutions • Analyze the current platform to propose new approaches that bring improvements in performance, stability, or cost • Continuously analyze Segware's solutions for potential cost reductions