TIM Brasil

• Responsible for prospecting and managing the portfolio of high-value Corporate and Government clients for the Company. • Provide B2B customer service, prospecting new major accounts from pre-defined leads (characterized clients) and presenting the product portfolio. • Define commercial strategy for working with existing clients and prospects with a focus on driving Company revenue growth. • Operate consultatively, understanding needs and opportunities to develop value propositions. • Build strong relationships with key decision-makers and influencers, ensuring openness to engagement with the Company. • Ensure portfolio coverage with a focus on opportunities and relationship management. • Identify and prospect opportunities and lead negotiations aimed at closing sales. • Increase share of wallet by seeking new solutions and services for existing clients. • Perform detailed portfolio management, closely monitoring billing/revenue indicators, churn, delinquency, collections, and account blocks. • Highlight the Company’s competitive advantages in the market such as solid growth, plans and services, investments, and network evolution. • Delight clients through relationship management and appropriate participation in events. • Work effectively with internal support teams (Pre-sales, Marketing, Post-sales, etc.), ensuring satisfaction across the customer lifecycle within the Company. • Keep information up to date in internal systems. • Map, identify and plan actions for corporate clients (B2B Large Accounts). • Mixed role: 70% Hunter and 30% Farmer. • Manage corporate accounts, retaining the portfolio and pursuing new clients focused on Telecom ICT (voice and data), as well as IT services, M2M, Fixed, IoT (Agri / Utilities / Smart Lighting / Logistics / Industry 4.0), and fostering new solutions. • Focus on prospecting new clients/business and maintaining an extensive network of relationships. • Develop strategic plans for portfolio clients with a focus on achieving results. • Establish and maintain visit routines within the Sales operating model.

• Responsible for ensuring the best customer service journey • Provide customer support (external and internal) • Interpret consumer complaints and act to correct the root cause • Document the handling of requests clearly and concisely for external and internal stakeholders • Ensure adherence to operational and business metrics, maintaining achievement of established targets • Use tools and systems employed in support to query and record information • Case management: Track incidents and requests until resolution, logging all actions taken (by you or third parties) and keeping internal and external customers and managers informed of status • Process compliance: Strictly follow the processes and procedures established by the organization, ensuring standardization and quality in execution • Convergence product support: Provide technical and operational support for W-VPN, Infotim and agribusiness solutions • W-VPN activation: Coordinate activation projects with engineering, project, operations, commercial teams and customers, ensuring deadlines and delivery quality • Acquirer management: Monitor and manage processes related to electronic payment acquirers • IP monitoring: Monitor IP usage and context for major electronic payment companies, particularly during high-volume or critical dates • Scheduled maintenance management: Oversee nighttime activities within maintenance windows defined by engineering and notify customers who have contracted the W-VPN solution • Activation and change process: Manage all steps of W-VPN activation and modifications, from initiation through completion and final delivery to the customer.

• Responsible for prospecting and managing the portfolio of high-value Corporate and Government clients for the Company. • Provide B2B customer service, prospecting new large accounts from predefined leads (characterized clients) and present the product portfolio. • Define the commercial strategy for working with accounts in the base and prospects with a focus on the Company’s revenue growth. • Act consultatively, understanding needs and opportunities to develop value propositions. • Build strong relationships with key decision-makers and influencers, ensuring access and engagement for the Company. • Ensure coverage of the portfolio with a focus on opportunities and relationship management. • Identify and prospect opportunities and lead negotiations aimed at closing sales. • Increase share of wallet by seeking new solutions and services for existing clients. • Perform micro-management of the client portfolio with close monitoring of billing indicators, churn, delinquency, collections and service blocks. • Leverage the Company’s differentiators in the market such as solid growth, plans and services, investments and network evolution. • Delight clients through relationship building and appropriate participation in events. • Work effectively with internal support teams (Pre-sales, Marketing, Post-Sales, etc.), ensuring satisfaction throughout the customer lifecycle within the Company. • Keep information updated in internal systems.

• Responsável pela prospecção e a gestão da carteira de clientes do segmento **Corporativo** de alto valor para a cia. • Prestar atendimento ao cliente B2B, realizando a prospecção de novas grandes contas a partir de leads pré-definidos (clientes caraterizados) e apresentar o portfólio de produto. • Definir a estratégia comercial para atuação em clientes da base e prospects com foco no crescimento da receita CIA; • Atuar de forma consultiva, entendendo as necessidades e oportunidades, visando desenvolver propostas de valor; • Construir relacionamento sólido com os principais decisores e influenciadores, garantindo abertura para aproximação da CIA; • Garantir cobertura da carteira com foco em oportunidades e relacionamento; • Identificar e prospectar oportunidades e conduzir negociações visando o fechamento das vendas; • Aumentar o share of wallet buscando novas soluções e serviços para os clientes da base; • Realizar micro gestão da carteira de clientes com acompanhamento de perto dos indicadores de faturamento, churn, inadimplência, cobrança e bloqueios dos clientes; • Potencializar os diferenciais da cia com relação ao mercado como crescimento sólido, planos e serviços, investimentos e evolução de rede; • Encantar os clientes, através do relacionamento e enquadramento adequado nos eventos; • Atuar efetivamente em conjunto com os times de suporte interno (Pré-vendas, Marketing, Pós-Vendas etc.), garantindo a satisfação em todo o ciclo de vida do cliente dentro da CIA; • Manter atualizadas as informações nos sistemas interno.

• Responsible for prospecting and managing the portfolio of high-value Corporate and Government clients for the company. • Provide B2B customer service, prospect new large accounts from predefined leads (characterized clients) and present the product portfolio. • Define the commercial strategy for working with base clients and prospects with a focus on growing the company’s revenue. • Work consultatively, understanding needs and opportunities to develop value propositions. • Build strong relationships with key decision-makers and influencers, ensuring access for company engagement. • Ensure portfolio coverage with a focus on opportunities and relationship management. • Identify and prospect opportunities and conduct negotiations aimed at closing sales. • Increase share of wallet by seeking new solutions and services for existing customers. • Perform close account management with close monitoring of billing indicators, churn, delinquency, collections and customer service blocks. • Leverage the company’s market differentiators such as solid growth, plans and services, investments and network evolution. • Delight customers through relationship management and appropriate alignment at events. • Work effectively alongside internal support teams (Pre-sales, Marketing, Post-sales, etc.), ensuring satisfaction throughout the customer lifecycle with the company. • Keep information up to date in internal systems.

• Responsible for jointly identifying opportunities for automation of activities and operational processes • Perform governance and curation of implemented automations • Provide technical leadership, standards, and best-practice knowledge for the IT infrastructure automation discipline • Implement and support major automation solutions in a multi-platform environment • Define automation solutions that meet stakeholders' needs • Coordinate and develop Quality Assurance tests to determine the effectiveness of automated processes • Coordinate vendors to resolve system issues and drive future development • Map automation and correlation opportunities across the end-to-end (E2E) incident and complaint handling chain • Work with automation in troubleshooting, automatic opening and closing of tickets, and alarm correlation • Perform calculations to estimate gains and operational efficiency • Analyze data to anticipate solutions and create statistical indicators • Work with Artificial Intelligence and Cognition; perform Watson training • Specify requirements and interface with OSM teams to instrument solutions

• Responsible for ensuring the best customer service journey (inbound contact or via specific platforms), providing end-to-end handling of technical and commercial requests. • Receive, process, resolve, and communicate with customers (outbound contact and/or via email and messaging apps). • Provide customer service (external and internal) with the goal of ensuring the best customer journey, aiming to change a complainant’s perception to a positive satisfaction rating. • Interpret consumer complaints and act to correct root causes for both technical and commercial issues. • Document the handling of requests clearly and concisely to ensure customer understanding. • Ensure adherence (achievement of targets) to operational and business KPIs, maintaining the attainment of proposed goals. • Use technical and commercial tools and systems used in support to consult and record information. • Collaborate with internal departments via messaging apps, email, and phone to resolve customer issues.

• Responsible for performing specialized operation and maintenance on IP transport network systems • Responsible for performing specialized operation and maintenance on mobile networks or primary fixed networks • Perform operation and maintenance on Multivendor IP Backbone transport networks • Support deployment and Engineering teams for new products/services across fixed, mobile and enterprise domains • Configure IP networks based on Multivendor equipment • Perform advanced troubleshooting on L2/L3 protocols and optical networks • Develop metrics for service-level analysis • Perform trend and behavior analysis based on network and service statistical data • Plan, execute and support scheduled activities on the Backbone transport network • Develop and execute disaster recovery planning • Prepare technical reports • Perform logical acceptance of transport equipment and services

• Execute configuration, administration and troubleshooting activities on physical and virtualized networks present in the NFVi environment, including L2/L3 switches, virtual switches, SDN controllers and overlay/underlay networks. • Perform acceptance tests and functional validation of new elements and systems. • Work with monitoring and inventory teams to validate integrations, adjust metrics and ensure environment visibility. • Document operational routines, troubleshooting procedures and propose continuous improvements to increase operational efficiency. • Monitor network KPIs and metrics, applying tuning, load balancing and preventive adjustments to avoid congestion, packet loss and bottlenecks. • Perform connectivity troubleshooting involving VLANs, VXLAN, BGP/EVPN, OSPF; Port-channels, VLT/MLAG, STP/ERPS and Overlay/Underlay. • Provide technical support for NFVi infrastructure evolution projects such as upgrades, migrations and integrations. • Collaborate with technical teams to resolve issues and continuously improve environments.

• Provide customer service (external and internal) aimed at ensuring the best customer journey. • Interpret consumer complaints, addressing and correcting root causes. • Document the handling of requests clearly and concisely for external and internal stakeholders. • Ensure adherence to operational and business KPIs, maintaining achievement of established targets. • Use customer service tools and systems to consult and record information.