Read and understand all items in client contracts;
Be responsible for maintaining client management routines, acting as the primary point of contact for operations;
Be responsible for escalating to appropriate levels to resolve day-to-day issues and conflicts;
Have knowledge and the ability to manage contract communications, lead the process and interface with cross-functional areas to ensure deliveries;
Coordinate internal communication flow with different areas (IT, Product, Data, Finance, and others);
Organize support requests and be responsible for defining priorities according to the client's business;
Identify opportunities for improvement in the client's solution and in operations;
Interpret/analyze Program data and develop action plans to address issues;
Monitor key business indicators/KPIs;
Prepare presentations to lead meetings with clients and internal teams;
Demonstrate initiative and assertiveness;
Maintain a customer journey perspective to support N1 and N2 teams in service delivery.

Bachelor's degree in Communications, Business Administration, or a related field;
Intermediate English;
Advanced MS Office skills / strong Excel proficiency;
Excellent verbal and written communication skills;
Enjoy working in constant client-facing interactions;
Experience with digital platforms / CRM systems;
Knowledge of customer support operations (back-office — N1 and N2 ticket/support levels);
Ability to develop action-planning proposals for clients;

Flex Office – 2 days remote (home office) and 3 days on-site;
Birthday day off – Your special day the way you prefer + points in our Marketplace;
Flexible hours – More autonomy to organize your schedule;
SulAmérica health and dental plans;
SulAmérica life insurance;
Psychological support – Access to a platform with psychologists;
On-site massage – A moment of relaxation during your day;
Relaxation room – To recharge your energy;
TotalPass – Access to gyms and fitness activities;
Office fruit – A healthy snack during the workday;
Flexible meal or food allowance – R$ 43.64 per day;
Childcare assistance – For children up to 5 years old;
Transportation pass, parking, or shuttle – Guaranteed mobility;
Qulture.Rocks – Performance and development management platform;
Education assistance – After 12 months with the company, we invest in your learning;
Inspiring, disruptive culture – A dynamic, collaborative and innovative environment;
Newborn kit – A special package for new parents;
Internal events and engagement activities – Team gatherings and social moments;
Exclusive benefits on special dates – Because every special moment deserves to be celebrated!

Senior Account Executive

Key skills