• Build trusted client relationships and maintain high NPS scores. • Manage accounts to minimize churn and drive satisfaction. • Encourage client referrals and reviews while ensuring follow-through. • Identify opportunities for account growth through upsells and cross-sells. • Ensure timely activation of new clients and completion of onboarding milestones. • Support client adoption of Jumpfactor products, courses, and communities. • Handle escalations with professionalism and solution focus. • Ensure campaigns deliver strong ROI and meet key metrics (CPL, MCAC). • Analyze performance data to identify trends, gaps, and improvement areas. • Collaborate with internal teams to resolve issues and optimize outcomes. • Lead client calls and communicate clear, transparent performance updates. • Monitor unsigned MRR contracts and ensure timely renewals. • Manage client tickets and communications, ensuring timely responses. • Conduct periodic quality checks on client calls and meetings. • Track client progress against KPIs and quarterly goals. • Document insights, recommendations, and action items for leadership visibility. • Contribute to continuous improvement of processes and team efficiency.

• Plan, configure and operate CRM campaigns on the Smartico platform (lifecycle, retention, reactivation, VIP and churn prevention). • Create and optimize automated journeys and behavioral triggers based on gaming events, deposits, bets and inactivity. • Segment the player base with a focus on LTV, ARPU, churn, frequency and value. • Manage multichannel communications: email, SMS, push, in-app inbox, WhatsApp (when applicable). • Collaborate with Marketing, Product, BI and Operations teams to align strategies. • Monitor, analyze and report CRM KPIs: retention, conversion, reactivation, campaign ROI and engagement. • Implement and monitor A/B tests and multivariate tests on campaigns and journeys. • Ensure compliance with Responsible Gaming policies, LGPD (Brazilian General Data Protection Law) and industry best practices.

• Be curious, listen deeply to our users and get creative to ensure that we are solving 'people problems' in the insurance ecosystem • Own the entire post-sales experience including onboarding, implementation, renewals, up-sells, and strategic account management • Act a trusted advisor and advocate internally by working cross-functionally to deliver on customers need • Be the expert when it comes to our product and industry and ensure we are providing and communicating our value to decision makers • Build and maintain strong relationships with key stakeholders and influencers at our client • Use data to develop insight and understanding of customer’s business needs, goals and product utilization • Identify and position opportunities for revenue growth and expansion

• Develop deep relationships with client stakeholders to understand and execute the program objectives. • Provide the necessary training and support to optimize the utilization of the product and its features to deliver the best program outcome. • Conduct a regular cadence with clients to assess satisfaction levels, address concerns and escalate issues as needed. • Coordinate opportunities for account expansion in conjunction with the Senior Directors, to ensure long-term partnerships. • Analyze client reports and invoices to ensure optimal program outcomes. • Proactively identify issues or concerns and work cross-functionally with support teams to ensure seamless delivery and continuous improvement of client experiences. • Perform additional duties and special projects as assigned.