Negotiate with customers who have requested cancellation, presenting the product's value proposition and proposing retention solutions.
Work closely with the Customer Success (CS) team to develop win-back strategies.
Negotiate with customers requesting plan downgrades, seeking the best solution for both the company and the customer.
Assist in creating campaigns focused on customer recovery (win-back).
Maintain thorough knowledge of Sólides' solutions and an understanding of HR processes and day-to-day HR operations.
Assist in collecting inputs and data on reasons for cancellation.
Use daily learnings to continuously improve Retention team processes: propose solutions, gather feedback, and analyze customer recovery metrics.
Ensure excellent customer service by following company playbooks and processes. Drive the renewal processes.
Keep the CRM updated with reliable, up-to-date information; share and provide customers with relevant content about the solutions.
Support management with predictive actions related to cancellations, offering ongoing feedback on the current scenario and seeking improvements.
Support direct management in matters related to your area of responsibility by identifying and discussing issues and irregularities to inform the definition of procedures and actions to be taken.

Experience in sales and customer relationship management.
Previous experience in the role.
Degree in Business Management, Administration, Commercial Management and/or related fields.

Meal allowance / food voucher of R$45.00 per working day (Sólides Benefits Card)
Transportation voucher or fuel allowance
Unimed health plan with copayment, no monthly fee
OdontoPrev dental plan, fixed monthly fee of R$21.91
Therapy: partnership with Psicologia Viva
3 free sessions per month
Online courses ranging from Culinary to Postgraduate (Qualifica)
Access to all courses from Escola de Pessoas
Home office allowance of R$60.00 (Sólides Benefits Card)
English course (subject to current eligibility policy)
On-site conveniences (company manicure, balanced snacks, among others)
Birthday day off (one day off during your birthday month)
Totalpass
Responsible Credit (Sólides Benefits payroll-deductible loan)
Childcare allowance for parents with children up to 3 years old
Allowance for special dependents (also extended to parents)
Sólides Patinhas (15% discount on DogLife plans)
Ânima ecosystem partnership (discounts on undergraduate and postgraduate courses at group institutions)
Sólides postgraduate program (70% discount)
Partnerships with OnHappy, Detronic and SESC
Very flexible dress code.

Junior Retention Analyst

Key skills