Description: To participate in this selection process, we expect you to have: * Experience in Ongoing Customer Success or related areas (onboarding, CX, etc.); * Strong oral and written communication skills; * Basic knowledge of data analysis and CX metrics; * Time management and prioritization skills; * Facilitation skills for both large groups and one-on-one settings; * Conflict and crisis management skills. It’s a plus if you have: * Experience with tech-touch and/or 1-many strategies in CS; * Experience in the legal market; * Experience with SenseData; * Experience with Reclame Aqui. Now take a look at the main responsibilities for this role: * Ensure the health of Aurum’s MRR by achieving established financial targets; * Ensure a high percentage of customers actively engaged with Astrea—frequently accessing the platform and achieving their goals through the product; * Advocate internally for the customer, clearly articulating their needs and priorities to other teams; * Safeguard the quality of the customer experience across all touchpoints; * Deliver strategic consulting to help customers maximize Astrea’s value in their daily workflows; * Conduct one-on-one and one-to-many training sessions whenever necessary to drive customer engagement; * Support customers via chat, WhatsApp, phone, and/or videoconference, according to demand; * Report potential bugs to the technology team; * Proactively and strategically manage your account portfolio—anticipating scenarios and developing action plans to achieve results; * Maintain effective information management so that all customer interactions are thoroughly documented in our tools; * Mediate and manage conflict situations and crises, mitigating negative impacts for both Aurum and its customers; * Master Aurum’s solutions and continuously stay updated on newly launched features; * Continuously deepen your understanding of the legal market—including its trends and how customers operate within it; * Propose and contribute to improvements across the Ongoing and CX functions as a whole; * Exemplify Aurum’s values and culture; * Participate in team recruitment processes and support the development of colleagues; 251220020255479436