Negotiate with customers who requested cancellation, presenting the value of the product and retention solutions.
Work together with the Customer Success (CS) team to develop win-back strategies.
Negotiate with customers requesting a plan downgrade, seeking the best solution for both the company and the customer.
Assist in the creation of campaigns focused on win-backs.
Maintain thorough knowledge of the solutions offered by Sólides and of HR processes and daily HR operations.
Assist in collecting inputs and insights on reasons for cancellation.
Use everyday learnings to continuously improve the Retention team’s processes. Propose solutions, collect feedback, and analyze customer win-back metrics.
Ensure excellence in customer service by following company playbooks and processes. Drive and support renewal processes.
Populate the CRM with accurate, up-to-date information; share and provide relevant solution content with customers.
Support management with predictive actions regarding cancellations, providing constant feedback on the current scenario and recommending improvements.
Support immediate management on matters within the area of responsibility by presenting and discussing issues and irregularities to help define procedures and actions to be adopted.

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

Meal/Food voucher: R$45.00 per business day (Sólides Benefits Card)
Transport voucher or fuel allowance
Unimed health plan with co-participation, 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 eligibility policy)
On-site conveniences (company manicure, balanced snacks, etc.)
Day off during the birthday month
TotalPass
Responsible Credit (payroll-deductible loan via Sólides Benefits)
Childcare assistance for parents with children up to 3 years
Assistance for dependents with special needs (also available to parents)
Sólides Patinhas (15% discount on DogLife plans)
Ânima ecosystem agreement (discounts on undergraduate and graduate courses within the group)
Sólides postgraduate programs (70% discount)
Partnerships with OnHappy, Detronic, and SESC
Very flexible dress code

Junior Retention Analyst

Key skills