• Analyze and map the entire customer lifecycle, from initial contact through onboarding, support, and renewal. • Identify key moments of truth, friction points, and opportunities for improvement to create a truly cohesive experience. • Coordinate customer and internal readiness for major product updates, ensuring impacts are understood, communicated, and planned for to minimize disruption and maximize adoption and ROI. • Design, document, and continuously improve all CS/CX processes and workflows. • Own CX data and analytics, define key performance indicators (KPIs) and build insightful dashboards. • Manage and optimize CX technology stack and administer core platforms. • Act as a central point of contact, collaborating with various teams to ensure a unified approach to the customer experience.

• Analista de Sucesso do Cliente- CS • Banco de Talentos. • Junior/Pleno/Sênior.

• Client Relationship Management: Build and maintain strong, positive relationships with clients to ensure their satisfaction and retention. • Client Onboarding: Manage the onboarding process for new clients, ensuring a smooth and efficient transition to our services. • Briefing Management: Coordinate and streamline project briefings to ensure client needs are understood and met by our team. • NPS Research: Conduct Net Promoter Score (NPS) surveys to assess and continuously improve customer satisfaction. • Continuous Improvement: Identify opportunities to improve processes and the customer experience, implementing proactive improvement strategies. • CRM Monitoring: Oversee and optimize CRM usage both internally and with clients’ sales teams. • CRM Implementation: Assist clients’ sales teams with effective implementation and use of CRM tools. • Vision ADS Methodology: Monitor the development and application of our methodology, ensuring it is implemented and followed effectively. • Demand Management: Support the organization and management of requests from micro clients, ensuring their needs are addressed efficiently and effectively. • Communication with Support Teams: Coordinate and follow up with support teams to ensure projects progress as planned and report status updates to leadership. • Documentation: Manage the submission of documents and spreadsheets, ensuring all relevant information is accessible and organized.

• Handle inbound and outbound calls in a call center environment. • Serve as the first point of contact for customers, assisting with inquiries, resolving issues, and ensuring customer satisfaction. • Interact with customers via phone, email, and in-person to address questions, concerns, and service requests. • Assist customers with payments, renewals, cancellations, and other policy-related needs. • Document customer interactions and maintain detailed records. • Collaborate with team members to achieve departmental goals and service standards.