Role Description Como Customer Success (CS) High Touch na Auvo, você será o mestre da eficiência e da escala. Seu objetivo é garantir que uma ampla base de clientes tenha sucesso através de processos inteligentes, comunicações segmentadas e intervenções pontuais baseadas em dados. Você será a voz que guia empresas de forma ágil e proativa. Responsibilities - Gestão de Volume: Gerenciar o engajamento e a adoção da plataforma em uma carteira de volume (média de 50 clientes), garantindo que os clientes avancem em sua jornada de maturidade. - Agilidade: Atuar no atendimento reativo da carteira, resolvendo demandas com agilidade e precisão para garantir a satisfação do cliente e que nenhum cliente da base fique sem suporte estratégico, priorizando ações por impacto. - Conteúdo e Escala: Conduzir reuniões estratégicas e coletivas (webinars/treinamentos), focando em boas práticas e uso eficiente da ferramenta. - Intervenção Baseada em Dados: Executar ações focadas em retenção e reversão de churn, atuando rapidamente em contas que apresentem sinais de desengajamento. - Acompanhamento: Monitorar indicadores de saúde da base para mitigar riscos de cancelamentos. - Análise: Identificar oportunidades de crescimento (Up-Sell) alinhadas ao momento de cada cliente. Qualifications - Experiência prévia em Customer Success (CS) ou Customer Experience (CX), com atuação direta em relacionamento com clientes. - Vivência com trabalho 100% remoto. - Experiência com CRM (ex: HubSpot) ou ferramentas similares. - Organização impecável e habilidade para gerenciar múltiplas demandas e contextos simultaneamente. - Perfil analítico para priorização de ações baseadas em dados de uso e engajamento. Benefits - Remuneração competitiva - Salário fixo de: R$3.000,00 - Bonificação sem teto – seu desempenho faz a diferença! - 🍽️ Vale-Alimentação: R$32,67 por dia, média de R$750,00 por mês. - 🏠 Auxílio Home Office: R$212,00 por mês no nosso benefício flexível, para investir no seu crescimento pessoal e profissional. - 🩺 Saúde e Bem-estar: Plano de saúde com subsídio, plano odontológico completo, seguro de vida, Wellhub (antigo Gympass) – cuide do corpo e da mente com acesso a academias, apps e muito mais! - 🌏 Fluency Academy: Tenha acesso a 8 idiomas, com descontos exclusivos, para impulsionar sua carreira! - 🎓 IPOG: Descontos em mensalidades de Graduação, Pós Graduação e Cursos de Curta Duração! - 🏖️ Convênio Nacional com o SESC – lazer e cultura para toda a família. - 🎉 Day Off no seu aniversário – aproveite o seu dia como quiser! - 👕 No dress code – aqui, você é livre para ser quem é! - 🍼 Licença Maternidade e Paternidade Estendidos – mais tempo para curtir e cuidar desse momento tão especial com sua família. Additional Information - Regime de contratação: CLT - Modelo: 100% Remoto - Horário de trabalho: segunda à sexta-feira, das 08h às 18h.

• Attend client workshops to document workflows (intake/eligibility, enrollment, services, case notes, exits/follow-up). • Write clear user stories, acceptance criteria, process maps, and configuration/business rules. • Partner with Product/Engineering/QA to design solutions, clarify scope, and manage requirements changes. • Support integrations and data mapping (imports/exports, APIs) and reporting requirements. • Plan and execute UAT with customers; triage defects and validate fixes.

• Directly manage, coach, and mentor a team of Business Analysts and Systems Staff, conducting regular 1-on-1s and performance reviews. • Standardize internal team methodologies and processes, elevating the quality of work across the department. • Lead client workshops to document workflows (intake/eligibility, enrollment, services, case notes, exits/follow-up). • Write clear user stories, acceptance criteria, process maps, and configuration/business rules. • Partner with Product/Engineering/QA to design solutions, clarify scope, and manage requirements changes. • Support integrations and data mapping (imports/exports, APIs) and reporting requirements. • Plan and execute UAT with customers; triage defects and validate fixes. • Manage and mentor other business analysts and systems staff, supporting their growth and elevating the quality of work across the team. • Lead cross-functionally across a variety of contexts, partnering with product, engineering, operations, client-facing teams, and external stakeholders to drive outcomes.

Our Purpose Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential. Title and Summary Analyst, Business Development Title: Analyst, Account Management Overview Vietnam is a high-growth, emerging market with significant opportunities. The Vietnam FI Account Team is responsible for driving revenue growth through Mastercard's products, services, and solution offerings. This role will be accountable for managing account P&L, developing the sales pipeline, driving new business opportunities, and growing existing portfolios. Are you motivated to help build a world beyond cash? Are you excited about driving business growth through innovative technology and services? Are you a self-starter who thrives in a fast-paced, high-pressure environment? Role Identify opportunities, develop account strategies, and drive end-to-end execution. Design and deliver tailored pitches and proposals that address client needs and unlock growth opportunities. Manage client engagement throughout the sales cycle and negotiate strong commercial outcomes for Mastercard. Build and maintain relationships across all relevant levels within client organizations to ensure effective engagement. Lead execution of initiatives, including new product launches, joint marketing campaigns, and service implementations. Take ownership of overall client servicing and satisfaction. All About You Strong sales capabilities with excellent problem-solving, structured thinking, project management, and process optimization skills. Proven proficiency in both written English and Vietnamese. Self-motivated with a results-driven mindset; able to work independently under pressure. Strong interpersonal skills with the ability to engage effectively with diverse internal and external stakeholders. Good understanding of technology, payments, and the banking industry. Corporate Security Responsibility All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must: - Abide by Mastercard's security policies and practices; - Ensure the confidentiality and integrity of the information being accessed; - Report any suspected information security violation or breach, and - Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.