Job Summary: A professional responsible for providing daily support to business partners, ensuring assistance for sales activities and resolving operational and administrative issues. Key Highlights: 1. Strategic involvement in customer retention and cancellation reversal. 2. Proactive management of the customer portfolio, with a focus on engagement and loyalty. 3. Opportunity for continuous process and service analysis and improvement. Responsible for providing daily support to our business partners, ensuring they receive the necessary assistance to effectively carry out their sales activities. The professional will serve as the primary point of contact between partners and the company, focusing on resolving operational and administrative issues and ensuring smooth commercial processes. **Retention Actions** Handle cancellation requests and attempt to reverse them. Present solutions, benefits, and alternatives. Negotiate special terms when authorized. Offer upgrades, plan adjustments, or new services. **Portfolio Management** Monitor churn indicators (cancellations). Identify inactive customers or those with low recurrence. Track product/service usage. Suggest actions to increase engagement. **Analysis and Improvement** Record reasons for cancellations. Analyze patterns of customer loss. Suggest improvements to processes, products, or service. Collaborate with Sales, Customer Success, and Support teams. **Operational Routine** Update CRM with customer interactions and statuses. Record feedback and service history. Generate retention and satisfaction reports. Meet defined targets and SLAs. **Customer Experience** Ensure humane and empathetic service. Anticipate problems before customers complain. Focus on delighting customers and building loyalty. Follow up post-sale and post-service. **Key Metrics** Churn rate Retention rate NPS / Satisfaction Customer reactivation Portfolio revenue