* Strategic management of customer relationships, ensuring satisfaction, retention, and engagement throughout the entire journey.* Leading onboarding and implementation processes, facilitating integration between customers and internal teams to ensure project success.* Monitoring performance indicators (NPS, churn, engagement) with a focus on churn prevention and identifying opportunities for upsell and cross-sell.* Facilitating checkpoints and alignment meetings, collaborating with internal teams (product, operations, and support) to address demands and ensure timely deliveries.* Managing incident resolution by coordinating solutions with the support team and keeping customers informed on progress.* Developing training materials and conducting workshops to empower customers and promote autonomy in using the solutions provided.* Gathering feedback and proposing improvements to product and operations teams, aligning innovations with customer expectations and needs.

• Leader of the Quality, Development and BI team;• Technical leader of the implementation team;• Technically support the commercial team in generating proposals;• Apply agile methods in the delivery of product fixes and improvements;• Create user stories, ensuring clear communication of requirements forthe team;• Interact with developers and QA analysts, working togetherwith the team in the activities of story mapping, writingstories, estimation and brainstorming;• Define the product roadmap and manage backlogs;• Drive sprint development (from conception to launch)ensuring balance in product prioritization and quality;• Inspire and create a compelling product vision;• Interact with the business/client areas to understand the needsand translate them into development demands for the teams, alwaysaiming at the evolution of the product;• Monitoring the validation of the delivered functionalities to certify thequality and adherence to business objectives;• Pursue product innovations, benchmarking and field research todevelopments;• Conduct release delivery meetings and ensure understanding ofall.

• Design business solutions for ILINK customers' projects;• Actively act and respond in monitoring, mentoring, technical definitions and auditing implementation activities;• Present formally and weekly to the ITO Manager ILINK summaries of their internal and client activities;• Support the commercial area in the design and description of business prospecting solutions;• Technically lead the deployment team; o Monitor and provide technical feedback to deployment analysts; o Conduct technical training; o Present and discuss improvements in configuration and deployment activities; o Present, define and evolve standardized technical artifacts; o Present, define and evolve processes related to configuration and deployment activities; o Promote and carry out the technical transfer of new deployments to the SD and Application Support;• Follow the evolution of ILINK products in order to be updated with update activities, bugs, new releases and functionalities of the ILINK platforms.

• Monitoring of Service Desk's strategic indicators with a focus on the development of actions that seek to improve the customer experience;• Active participation in strategic planning to build customer flows to service channels;• Analysis of operational service indicators in order to generate diagnoses and feedback for the operation with opportunities for improvement;• Implement and create solutions for operational efficiency in customer service;• Support the project team in data analysis, generating insights to improve our customers' experience;• Identify customer pain points, seeking solutions with the areas involved, through qualitative and quantitative approaches;• Carry out project planning;• Manage and support the operation and the quality team with data collection, analysis and customer feedback.

• Analysis of requirements and business rules;• Participation in the design of new functionalities;• Knowledge of the software development life cycle;• Planning, documentation and design of software tests;• Opening and managing bugs and improvements;• Validation of versions to be delivered;• Participation in agile ceremonies.• Manual tests;• Develop automated tests;• Documentation development;• Survey of nonconformities found;• Work with cross-functional teams to ensure quality throughout the software development lifecycle.

• Requirements gathering, analysis, design, review and organization of system documents;• Monitoring the development stage to resolve commercial queries;• Support the development team acting as Scrum Master;• Direct brainstorming and user story, review and clarification sessions with software engineering and quality teams. Knowledge of SCRUM methodology;• Elaboration of use case documents and user stories, glossary;• Prototyping. Review and refine functional and non-functional requirements with the customer;• Conduct meetings and collect requirements with the Customer / User;• Team support as a focal point with the client.

• Analyze the client's business in order to propose system solutions that generate operational efficiency, increase revenue and/or reduce costs;• Define and manage the preparation of the processing environment and interfaces, together with the IT infrastructure area, in order to guarantee the necessary resources for the Development team and the viability of the product and service;• Identify and manage risks in order to develop possible alternative solutions to suit projects at the customer's request;• Functional analyst of the Qualitor tool (service system) responsible for managing the tool according to approval and implementation of corrections and new features;• Approve the solution, monitor the tests and perform the assisted operation in order to deliver the project and obtain customer acceptance;• Negotiate the technical scope of proposals and contract management with third parties;• Develop communication plans and validate the service provided, in order to reduce the risk inherent in the process of contracting third-party services.

• Responsible for the entire IT area of ​​the company, including its branch in Belo Horizonte, developing functions such as maintenance of hardware, software, networks and Telecom;• Support for users. Administration and maintenance of File Servers, SQL Server Database, Proxy, Firewall, Active Directory and Backup;• Maintenance and support of the company's ERP software, focusing on development and (Insert, Select, Procedures and others);• Technical Support Team Leader;• Management of IT accounts, as well as management of telephone and IT IT service, among others.

* Responsible for Trade payable, Trade receivable* Responsible for billing and cash flow,* Treasury control, fiscal books and other financial activities