• Creation of the Renewal, Cross-sell, and Up-sell goal for the entire Customer Success Managers team in an intelligent and data-focused manner, addressing the market effectively.• Data modeling and structuring in Python, as well as creating dashboards using market tools such as PowerBI, Tableau, and Einstein.• Collect and analyze customer experience-related data to identify trends and improvement opportunities.• Manage the customer support system, defining workflows and ensuring that customer demands are efficiently and effectively met.• Develop and monitor customer success metrics to assess performance and enhance the customer experience.• Collaborate with other departments in the company to identify improvement opportunities and develop solutions that meet customer needs.• Manage and administer the systems and tools used by the Customer Success team, ensuring they are up to date and functioning properly.• Conduct studies to establish goals and OKRs within the CS department.• Define and track KPIs.

• Curating and controlling Voice of Customer (VoC) focused on data and sentiment analysis, aiming for NPS, CES, CSAT, and Five Stars metrics.• Managing the operation of customer interactions related to NPS with indicators of happiness, satisfaction, and ease of use.• Automation and process automation with UiPath.• Analyzing and defining work methods and processes by studying times and parameters.• Mapping activity flows and identifying factors to establish strategies for problem-solving and proposing continuous process improvement.• Delivering timely presentations and dashboards focusing on problem resolution and data visualization optimization.• Developing complex analyses using tools such as Excel, Python, and SQL to expand and curate the voice of the customer for the company.• Implementing, integrating, and curating new surveys within the company.

• Inventory control.• Handling, unitization, and fractionation of medications.• Delivery and collection of medicines and related devices.• Operation and maintenance of unitization machines.