• Own Customer Operations infrastructure: Administer and continuously improve HubSpot and connected systems by managing customer properties, lifecycle stages, workflows, automations, integrations, and operational processes that support scalable account management. • Drive customer data quality: Maintain accurate customer, contract, renewal, and expansion data across HubSpot and PandaDoc while ensuring strong governance and reliable forecasting. • Build trusted reporting: Develop dashboards and reporting that provide visibility into customer health, adoption, renewals, NRR, GRR, logo retention, and forecasting while ensuring reporting accuracy through strong data integrity. • Implement customer health frameworks: Support customer segmentation and health scoring by maintaining scoring logic, improving data quality, and identifying opportunities to strengthen reporting and operational visibility. • Create operational documentation: Build and maintain SOPs, playbooks, governance documentation, process maps, and operational standards that create consistency across the customer organization. • Optimize workflows through automation: Identify inefficiencies and implement improvements using HubSpot automation, AI-assisted workflows, Clay, Elvex Agents, and other modern operational tools. • Partner cross-functionally: Collaborate with Account Management, Revenue Operations, Finance, and Product to execute customer operations initiatives and ensure alignment across the customer lifecycle.

• The Country Study Operations Manager I (cSOM I) has responsibilities for study and specific country level activities from study startup through conduct and study close on studies of limited complexity • Supports Global Study Managers (GSMs), other SOMs, and the larger study management delivery of the study by leading specific parts of the project, driving specific countries, executing tasks of moderate complexity, and developing solutions to problems as needed to support deliverables • Serves as leader of the local study team on one or more studies • Oversees the preferred Contract Research Organization (pCRO) and/or Country Trial Manager (CTM) for assigned studies at country level in accordance with the overall project plan • Collaborates with accountable roles to identify and manage deviations and risks in study startup and execution and implements mitigation strategies as required

• Own the strategic roadmap synthesis and prioritization process for platform modernization across Market Intelligence. • Design and operationalize a client value measurement framework. • Lead the strategic analysis regarding client consumption changes toward data feeds, APIs, and cloud-native distribution. • Own the evaluation framework for build/partner/buy decisions related to AI and GenAI adoption. • Partner with Product, Technology, and Commercial leadership to translate platform strategy into prioritized roadmaps. • Serve as a key advisor to senior leadership on platform economics and client value delivery.

• Monitorar, acompanhar e atualizar diariamente os chamados em atendimento. • Monitorar continuamente os grupos de WhatsApp dos clientes. • Garantir retorno inicial em até 15 minutos. • Identificar solicitações urgentes. • Direcionar corretamente as demandas aos coordenadores/analistas responsáveis. • Manter o cliente informado sobre o andamento dos atendimentos. • Registrar solicitações recebidas via WhatsApp quando necessário. • Efetuar o controle de férias dos colaboradores. • Realizar os agendamentos junto ao RH. • Organizar documentos administrativos. • Controlar agendas da equipe quando necessário. • Auxiliar no controle de treinamentos e certificações. • Consolidar horas trabalhadas e montar relatórios de faturamento. • Elaborar extratos detalhados dos atendimentos. • Organizar documentação dos clientes. • Acompanhamento de contratos. • Agendamento de reuniões.