• Proveer soporte y administración de CRM al equipo de campo de LATAM, asegurando la estabilidad del sistema y alta calidad en el servicio. • Administrar operaciones de CRM que incluyen encuestas, productos, territorios, roles, mensajes clave, muestras médicas, solicitudes de datos y otros ajustes. • Asegurar el cumplimiento con los SLA, gobernanza y requisitos de HCC. • Liderar pruebas UAT, validaciones de sistemas y despliegues en colaboración con los equipos de IT. • Ejecutar actividades operativas como: gestión del plan de ciclo, cargas masivas (días festivos, estructuras, mensajes clave), actualizaciones de productos y contenidos (Correos Aprobados, Materiales Veeva) • Analizar requisitos de negocio y liderar el diseño de soluciones con IT y partes interesadas. • Administrar el ciclo de vida del usuario (acceso, aprobaciones, optimización de licencias y certificaciones).

• Monitor account health signals across a large pooled book and prioritize outreach based on churn risk. • Book and run consultations with merchants showing disengagement, low adoption, or explicit cancellation intent. • Diagnose the root cause of risk quickly and take action: re-engage, re-onboard, escalate, or route to the right resource. • Maintain SLA-based response times on inbound requests via shared inbox (email and chat). • Identify and qualify expansion opportunities within the pooled book, including cross-sell across the Clearer suite. • Convert inbound signals from lifecycle campaigns, chat, and email into qualified consultations. • Run value consultations that surface unmet needs and build the case for additional products. • Hand off qualified expansion leads to the relevant Sales rep or CSM under clear rules of engagement. • Deliver one-to-many engagement: onboarding webinars, optimization roundtables, and adoption campaigns across the pooled segment. • Drive feature adoption and product education at scale to reduce passive churn and increase account health. • Use AI tools to monitor your book, triage inbound signals, prioritize your day, and draft outreach. • Embrace experimentation: test new plays, give fast feedback to management on what works, and help build the playbooks that scale.

• Monitor account health signals across a large pooled book and prioritize outreach based on churn risk. • Book and run consultations with merchants showing disengagement, low adoption, or explicit cancellation intent. • Diagnose the root cause of risk quickly and take action: re-engage, re-onboard, escalate, or route to the right resource. • Maintain SLA-based response times on inbound requests via shared inbox (email and chat). • Identify and qualify expansion opportunities within the pooled book, including cross-sell across the Clearer suite. • Convert inbound signals from lifecycle campaigns, chat, and email into qualified consultations. • Run value consultations that surface unmet needs and build the case for additional products. • Hand off qualified expansion leads to the relevant Sales rep or CSM under clear rules of engagement. You source; they close. • Deliver one-to-many engagement: onboarding webinars, optimization roundtables, and adoption campaigns across the pooled segment. • Drive feature adoption and product education at scale to reduce passive churn and increase account health. • Use AI tools to monitor your book, triage inbound signals, prioritize your day, and draft outreach — so you spend your time on conversations, not admin. • Embrace experimentation: test new plays, give fast feedback to management on what works, and help us build the playbooks that scale.

• Manage and grow customer relationships • Own a portfolio of customer accounts, acting as the primary point of contact for strategic and operational matters. • Build trusted relationships with key stakeholders across customer organisations, from operational teams through to senior decision-makers. • Lead regular business reviews, programme discussions and growth conversations that strengthen long-term partnerships. • Drive customer success and commercial growth • Identify opportunities to expand customer programmes, increase product adoption and support commercial growth initiatives. • Partner with internal teams to ensure customers are successfully onboarded, supported and positioned for long-term success. • Monitor customer health, engagement and programme performance, proactively identifying risks and opportunities. • Coordinate cross-functional delivery • Act as the bridge between customers and internal teams including Product, Operations, Compliance, Risk and Commercial. • Support the delivery of customer projects, product enhancements and programme changes. • Help customers navigate scheme requirements, operational processes and regulatory considerations where appropriate. • Provide strategic account management • Develop account plans that align customer objectives with Enfuce's capabilities and growth strategy. • Maintain a strong understanding of customer priorities, industry trends and competitive developments. • Represent the voice of the customer internally and contribute to continuous improvement initiatives.