• Realizar reuniões estratégicas com os clientes para entender suas necessidades e desafios • Analisar métricas de satisfação e performance dos clientes, identificando oportunidades de melhoria • Desenvolver planos de ação personalizados para cada cliente, visando garantir a entrega de valor e a fidelização • Liderar a equipe de analistas de sucesso do cliente, fornecendo suporte, treinamento e orientação • Monitorar o desempenho da equipe, garantindo a qualidade do atendimento e a satisfação dos clientes • Atuar de forma proativa na prevenção de possíveis problemas e na resolução de conflitos • Colaborar com outras áreas da empresa para garantir a integração e alinhamento das ações em prol da satisfação do cliente • Participar de projetos estratégicos para o desenvolvimento e aprimoramento dos processos de sucesso do cliente • Manter-se atualizado sobre as tendências e melhores práticas do mercado de Customer Success • Contribuir para a construção de uma cultura organizacional focada no cliente e na excelência do atendimento

• Professionally answers a variety of inbound calls from customers, policyholders, insurance agents, or auto glass shops using scripted prompts. • Accurately enters claim data into our production systems while on a live phone call. • Effectively and compassionately guides customers through the process of filing a glass claim by engaging in an authentic conversation that builds rapport and focuses on each customer's specific needs. • Verifies customer insurance coverage and deductible amounts and communicates the information to the customer. • Assists customers with scheduling repair, replacement, and/or recalibration services at a Safelite location or at a non-Safelite shop while honoring the customers preference. • Utilizes systems and resources provided to enhance the overall customer experience. • Provides solutions to resolve customer complaints and concerns over the course of the call while presenting the most accurate product and service information. • Other duties assigned by leadership.

• Identify recruitment needs in collaboration with hiring managers and clients • Write and post job advertisements across various platforms • Source and approach qualified candidates • Conduct phone pre-screenings and interviews • Assess applications and prepare interview reports • Present top candidates to clients and hiring managers • Manage candidate follow-up throughout the recruitment process • Contribute to developing talent attraction strategies • Prepare hiring documents and handle administrative follow-up • Coordinate onboarding for new employees • Keep employee records and HR tools up to date • Maintain regular follow-up with clients to ensure their satisfaction • Assist in resolving specific situations involving employees or clients.

• Internal and external single point of contact for customers in the region • Financial responsibility for the reporting for the O&M financial actuals versus targets for the region • Management of Major Incidents & Problems through to resolution • Management of actions to reduce Incidents & Problems • Handover point between Project Delivery and Operational Maintenance in the region • Planning resources to ensure the service across the region is maintained and delivered within the SLA’s of the customer contract • Service expert/reference for senior management & customers of the region • Maintaining and updating a risks & opportunity analysis for each customer in the region • Take full responsibility for the Life Cycle management process for each customer • Take part in the CAB process for any changes taking place for customers in the region • Create, agree & maintain a disaster recovery process for each account in line with the objectives of the contract and in line with good practice within the company • Recognise the business impact of service quality issues and manage the resolution to customer • Ensure Service Integrity is maintained through appropriate logical and physical security controls, demonstrate appropriate audit adherence • Manage the supply of any services delivered by 3rd parties within Operational Maintenance • Identify out-of-scope requests by the customer and co-ordinate cost and provide estimates for the Account Manger to present to the client or Management as necessary • Ensure stock and spares are being managed in line with account requirements • Ensure items returned for RMA are managed in line with the company policy • Work with the management team to develop and improve processes within the area and ensure process adherence within the team • Hold regular team meetings to ensure company communication reaches all staff within the team • Ensure that the team is kept up to date with plans, risks, issues, initiatives, H&S communications and obtain general feedback from all staff to help improve the operational effectiveness of the team