[Support] Support Leader - GDR

Description

Job Summary: The Demand Relationship Manager optimizes processes, ensures customer satisfaction, prioritizes demands, and monitors metrics to improve NPS and reduce churn. Key Highlights: 1. Process optimization and customer satisfaction assurance 2. Acting as the voice of the customer to drive product and service evolution 3. Leading agile ceremonies and developing action plans **[Support] Support Leader - GDR** ====================================== TOTVS | Joinville - SC | Hybrid Job Description The Demand Relationship Manager (DRM) is responsible for optimizing processes to ensure service quality and customer satisfaction. This role involves demand prioritization, jointly defining with the customer the planning and scheduling of activities, monitoring KPIs, identifying improvement opportunities, and maintaining close relationships to enhance NPS and reduce churn. The DRM also organizes agile ceremonies and develops action plans and performance reports, ensuring commitments and defined outcomes are fulfilled. The DRM acts as the customer’s voice within the organization, suggesting improvements and positively influencing the evolution of TOTVS products and services. Responsibilities and Duties * Manage and prioritize customer demands, defining planning, scope, and activity timelines. * Serve as the direct interface with the customer, ensuring clear, transparent, and continuous communication regarding delivery progress. * Monitor demand execution and ensure delivery quality and adherence to agreed deadlines. * Track KPIs such as NPS, productivity, satisfaction, and churn, proposing corrective actions and improvements. * Lead and organize agile ceremonies (daily stand-ups, planning, review, retrospective), facilitating cross-team collaboration. * Identify opportunities to improve support processes and workflows, suggesting and implementing optimizations. * Prepare performance reports and executive presentations, consolidating results and strategic recommendations. * Act as the focal point between customers and internal departments—Operations, Support, Product, IT, and Sales—ensuring alignment and efficiency. * Monitor contract health and support strategies for customer retention and expansion. * Ensure fulfillment of commitments made to the customer and delivery of expected outcomes. Requirements and Qualifications * Bachelor’s degree in Administration, Production Engineering, Project Management, Information Systems, Computer Science, Information Technology, or related fields; * Project management (agile methodologies — Scrum, Kanban, SAFe — and traditional methodologies — PMBOK); * Customer relationship management (CRM) and Customer Success practices; * Analysis and management of performance indicators (KPIs, SLAs, and NPS); * Knowledge of TOTVS ERP processes and understanding of customers’ business operations; * Development and tracking of action plans and managerial reports; budget management and cost control; * Advanced Microsoft Office suite (especially Excel and PowerPoint) and agile collaboration tools (e.g., Jira, Trello, Monday, Power BI); * Interpersonal communication, negotiation, and conflict resolution skills; Salary Range To be determined Employment Type CLT Benefits * TOTVS Network University, a corporate university offering free content and certifications for all employees; * +Saudáveis Program, supporting each TOTVER through advisory services and initiatives focused on physical, mental, and financial well-being; * +Vantagens Program, Latin America’s largest discount network, exclusively for our employees; * +Cuidado Program, a personal support program for employees and their families, offering guidance across multiple specialties including psychology, social work, and pet consulting; * Einstein Conecta, a fully free online medical consultation benefit provided by physicians from Hospital Israelita Albert Einstein; * Health and dental insurance; * Meal and/or food allowance; * Transportation allowance and shuttle services at select metro stations; * Extended maternity and paternity leave; * Lactation room; * Bicycle parking; * Changing room; * Life insurance; * Childcare allowance; * Private pension plan; * An office environment designed to stimulate creativity and productivity, featuring snack areas, game rooms, billiard tables, and relaxation lounges; * Gympass. About the Company As a technology industry leader, we are a community of nonconformist individuals driven by innovation, autonomy, learning, and performance. Together, we create opportunities, transform futures, and share knowledge. Here, your professional development unfolds in an inclusive, respectful, and energizing environment—people supporting people! We pursue sustainable growth, leveraging data and AI to deliver smarter, more efficient results for our customers. Join us to innovate and build the future of technology. #VemPraTOTVS #SomosTOTVS