Nola

• Lead paid acquisition (Meta Ads and Google Ads) and rapidly test new channels — identifying what scales and cutting what doesn't perform. • Design and execute nurture, reactivation and win-back strategies for the unconverted leads database. • Build a culture of experimentation: continuous A/B tests, documented hypotheses and decision-driving dashboards. • Develop and launch lead-magnet products (tools, calculators, diagnostics) to consistently feed the top of funnel. • Work closely with Sales and Product to align ICP, messaging and end-to-end funnel — using AI as a core part of the workflow.

• Portfolio Management and Customer Success: Manage a portfolio of customers with a focus on retention, engagement, and expansion, monitoring key metrics and proactively mitigating risks and identifying opportunities. • Onboarding (Implementation): Plan and lead the implementation process for new customers, including defining and aligning timelines, continuously tracking progress, and managing expectations. Configure the platform (setup) to ensure alignment with the customer's needs. Lead the onboarding and go-live processes, and train users through presentations and guidance on using the solution, ensuring effective adoption from the start. • Support and Customer Experience: Manage and resolve technical support tickets, ensuring speed, quality, and clear communication throughout the process. Coordinate with internal teams (such as Product and Engineering) to investigate and resolve issues, including creating and tracking technical requests (e.g., bugs). Keep customers continuously informed about the status of issues, ensuring transparency and trust. Develop and update support materials based on recurring requests, contributing to efficiency gains and increased customer autonomy. • Customer Success: Monitor and analyze customer satisfaction and success metrics (quantitative and qualitative), identifying risks and opportunities throughout the customer journey. Build and strengthen relationships with the customer base, acting consultatively and proactively. Plan and execute communications about new feature releases, and create trainings and materials that drive product adoption. Consolidate feedback and identify improvement opportunities, acting as a bridge between customers and internal teams to continuously evolve the solution. • Operational Efficiency, Automation and Process Management: Organize and prioritize the team's requests, contributing to the evolution of the Customer Success operation. Identify opportunities for automation and scaling of processes, leveraging tools and AI-based solutions to optimize support, communications, and data analysis. Support standardization of workflows, creation of playbooks, and continuous improvement of routines, promoting greater operational efficiency and a better customer experience.

• Conduzir prospecção outbound; • Acompanhar e gerenciar a entrada de leads no funil de vendas (provenientes do time de Growth); • Realizar análise de perfil (ICP) para qualificação e identificação dos leads ideais; • Entrar em contato com os leads, estabelecendo relacionamento e conduzindo o processo de nutrição; • Apresentar as soluções e marcas da empresa aos empreendedores, gerando interesse e engajamento; • Organizar e acompanhar o cronograma de reuniões de vendas, utilizando ferramentas de gestão comercial; • Coletar, monitorar e interpretar indicadores de desempenho do processo de vendas; • Contribuir ativamente para a melhoria contínua e desenvolvimento das estratégias comerciais.

• Close deals and drive sales • Convert qualified inbound leads from the funnel • Perform outbound prospecting to complement the funnel and generate new opportunities • Participate in prospecting and developing strategic accounts from the beginning of the commercial journey • Hold meetings to present the product and understand the customer's pain points • Lead negotiations autonomously, driving opportunities through to closing • Monitor key operational metrics and act with a focus on continuous improvement • Contribute commercial intelligence by sharing insights on customer profiles, objections, and market opportunities

• Create and align an implementation timeline for new clients. • Follow up on the implementation process with new clients. • Perform setup/configuration of the new system. • Lead the implementation and onboarding process. • Present and guide new clients on how to use the platform. • Respond to and resolve technical support tickets. • Coordinate with relevant teams to resolve customer issues (ensure resolution). • Facilitate technical issue resolution in case of bugs (create tasks). • Advise clients and keep them informed about resolution progress. • Create support materials based on support requests. • Monitor customer satisfaction metrics (quantitative and qualitative). • Develop and maintain relationships with clients. • Create materials/communications for new feature launches. • Develop training materials and user guides for features. • Identify product improvement opportunities and communicate them to the team.