Responsibilities
- Develop and implement a scalable Tech Touch Account Management system, including automated workflows, renewal strategies, health monitoring triggers, and outreach campaigns
- Manage the complete customer journey after onboarding for a large portfolio, focusing on product adoption, ongoing health, retention, and identifying expansion opportunities
- Act as the main liaison for tech touch accounts, delivering consistent value through automated systems and self-service tools instead of individualized support
- Create and manage CRM processes and customer success technologies to shorten response times and increase operational effectiveness
- Detect accounts at risk of disengagement and apply focused actions to prevent cancellations
- Refine issue escalation procedures to keep common inquiries in self-service channels and route only complex cases to specialized teams
- Monitor and report key performance indicators such as net revenue retention, churn, renewal rates, engagement levels, and automation efficiency
- Collaborate with Sales, Product, and Marketing teams to refine customer segmentation, communication, and growth initiatives
- Regularly update and improve the account management program using customer insights, data trends, and strategic business goals
Other
- Applicant must reside in Brazil
- Successful electronic background verification is required prior to employment
- Committed to equal opportunity employment regardless of race, color, religion, sex, age, sexual orientation, gender identity or expression, national origin, veteran status, or disability
