Job Summary: Responsible for managing the customer portfolio, ensuring the renewal process, and actively engaging in churn retention and reversal. Key Highlights: 1. End-to-end customer portfolio management and renewal 2. Proactive involvement in churn retention and reversal 3. Identification and documentation of risk signals and application of retention playbooks Our name says it all: we are **Audaces**. And this is not just a pretty word—it’s what drives us every day. Here, boldness walks hand-in-hand with collaboration and results orientation. We work in a light-hearted environment with supportive colleagues who play together and celebrate together. Because we believe the greatest challenges are those we solve as a **team**. We are a global company and a reference in technological innovation for the fashion industry, developing solutions for over 30 years that make processes smarter, more agile, and more efficient—from design to production. But more than technology, we are **enablers**: we understand that each client faces a unique challenge, which is why we create adaptable solutions tailored to different realities. Here, you’ll find space to grow, develop, and make things happen—because when each person evolves, we evolve together. In this role, you will be responsible for managing the customer portfolio, ensuring end-to-end renewal processes, and proactively engaging in churn retention and reversal. **Key Responsibilities:** * Manage the customer portfolio, ensuring execution of the end-to-end renewal process; * Conduct proactive outreach to customers approaching renewal, reinforcing perceived value and securing contract continuity; * Reverse churn by understanding objections and proposing standardized solutions, ensuring achievement of the company’s revenue metrics; * Identify and document risk signals such as low usage, lack of engagement, financial issues, or dissatisfaction; * Apply retention playbooks, following structured approaches for negotiation and recovery; * Support resolution of overdue accounts, collaborating closely with Finance; * Ensure all interactions are accurately recorded in CRM and ACM; * Assist in the structured collection of churn reasons, contributing to subsequent analysis; * Participate in alignment meetings with Customer Success and other departments to monitor the portfolio. **Requirements:** * Currently pursuing a bachelor’s degree in Information Systems, Fashion, Business Administration, Computer Science, Commercial Management, or related fields; * CRM knowledge; * Intermediate-level Microsoft Office proficiency; * Experience or familiarity with customer service; * Basic knowledge of negotiation techniques. **Nice-to-Have Qualifications:** * Knowledge of SaaS metrics; * Experience with Help Desk platforms; * Familiarity with Business Intelligence (BI) tools; * Intermediate-level English and/or Spanish. **Work Location:** Hybrid — 3 days per week at Audaces Florianópolis. ### **Our Benefits:** **Food & Infrastructure:** Meal allowance/food voucher via iFood Benefits card; Multibenefit balance on Swile card, accepted at restaurants, supermarkets, bookstores, gas stations, Uber, and also usable for bill payments such as internet, phone, and electricity; * Breakfast and afternoon coffee available at the office (bread, cake, fruits, coffee, and milk); ️ Full-service cafeteria with refrigerator, microwave, tables, and chairs for daily comfort. **Mobility & Convenience:** Transportation allowance (if required), with up to 6% payroll deduction per legislation; ️ Dedicated and free parking at the office. **Health & Well-being:** Nationwide Unimed health plan, no co-payment, with 90% of monthly premium covered by the company; Annual free flu vaccine; 2 complimentary mental health sessions via Zenklub; ️ ️ Wellhub — access to gyms and physical activities; Birthday Day Off; ️ Life insurance for added security and peace of mind. **Development & Recognition:** Annual Profit Sharing Plan (subject to goal attainment); Structured Job and Salary Framework; “Audacious Recruiter” Program — refer talent and earn rewards for successful hires. **Culture & Experience:** No dress code — greater freedom for you to be yourself daily; Special occasion gifts for milestones such as graduation, marriage, childbirth, Easter, year-end, and other important events. **Partnerships & Additional Benefits:** Pharmacy discount program; ️ Partnerships offering discounts at language schools, restaurants, barbershops, and various other services.
João Silva
Indeed · HR
João Silva
Indeed · HR
