Sólides

Analyst

• Negotiate with customers who have requested cancellation, presenting the value of the product and retention solutions.
• Work with the Customer Success (CS) team to develop retention and save strategies.
• Negotiate plan downgrades and seek solutions that are appropriate for both the company and the customer.
• Assist in creating campaigns focused on customer retention and save initiatives.
• Develop strong knowledge of Sólides’ solutions and understand HR processes and day-to-day operations.
• Gather information on cancellation reasons.
• Continuously improve the Retention team’s processes by proposing solutions, collecting feedback, and analyzing save metrics.
• Ensure service excellence by following company playbooks and processes, and drive renewal processes.
• Keep the CRM populated with reliable, up-to-date information and share relevant content with customers.
• Assist management with predictive actions related to cancellations and provide feedback on the current situation.
• Support immediate management with departmental matters, reporting issues and irregularities to inform procedures and actions.

Junior Retention Analyst

Support Engineer

• Resolve user requests according to their specific needs by analyzing each case and providing the best solution
• Resolve outstanding requests within the response times and service quality standards established by the department
• Provide customer support via chat and email
• Drive user engagement by demonstrating the value of the platform
• Document support interactions in accordance with departmental guidelines
• Work collaboratively with the Customer Success team to develop customer support strategies
• Ensure service excellence by following the company’s playbooks and processes
• Support management in proactive initiatives related to customer service by providing ongoing feedback on the current situation and identifying opportunities for improvement
• Maintain extensive knowledge of Sólides’ solutions and an understanding of HR processes and day-to-day operations
• Support immediate management with matters related to the area, presenting and discussing issues and irregularities to help define the procedures and actions to be adopted

Junior Support Analyst

• Resolve user requests by analyzing their specific needs and providing the best solution
• Resolve outstanding requests within the response times and service quality standards established by the department
• Provide customer support via chat and email
• Drive user engagement by demonstrating the value of the platform
• Document support interactions in accordance with department guidelines
• Work closely with the Customer Success team to develop customer support strategies
• Ensure service excellence by following the company’s playbooks and processes
• Support management with predictive customer service initiatives, providing ongoing feedback on the current situation and identifying opportunities for improvement
• Develop extensive knowledge of Sólides’ solutions and an understanding of HR processes and day-to-day operations
• Support immediate management with matters related to the area, presenting and discussing issues and irregularities to help define procedures and actions

• Negotiate with customers who have requested cancellation, presenting the value of the product and retention solutions.
• Work with the Customer Success (CS) team to develop save strategies.
• Negotiate plan downgrades and seek solutions that meet the needs of both the company and the customer.
• Assist in creating campaigns focused on preventing cancellations.
• Maintain extensive knowledge of Sólides solutions and understand HR processes and routines.
• Gather information on cancellation reasons.
• Propose continuous improvements, collect feedback, and analyze retention and save-rate metrics.
• Ensure service excellence by following company playbooks and processes, and drive renewals.
• Keep the CRM updated with accurate, reliable information and share relevant content with customers.
• Support predictive initiatives related to cancellations and provide feedback on the current situation.
• Support management with issues, irregularities, procedures, and departmental initiatives.

Retention Analyst – Junior

Customer Success Manager

• Ensure customer satisfaction with the use of the system
• Manage an assigned customer portfolio
• Conduct regular online meetings
• Be responsible for selling new features
• Support customer retention and loyalty initiatives
• Build and maintain customer relationships

Customer Success Analyst

Data Engineer

• Coordinate the Data Engineering team, ensuring alignment, prioritization, and continuous delivery
• Serve as a technical reference, supporting decisions on architecture, standards, and best practices
• Develop the team through feedback, technical guidance, and career development support
• Organize the technical backlog, follow-up rituals, and alignment with the Head of Data
• Lead the implementation and evolution of modern data architectures, ensuring scalability, performance, and governance
• Define and maintain engineering standards for data ingestion, transformation, versioning, and publishing
• Ensure the efficient integration of data from multiple internal and external sources
• Support the development and dissemination of an engineering and data culture at Sólides

Data Engineering Coordinator

• Coordinate the Data Engineering team, ensuring alignment, prioritization, and continuous delivery
• Serve as a technical reference, supporting decisions on architecture, standards, and best practices
• Develop the team through feedback, technical guidance, and career growth support
• Organize the technical backlog, follow-up rituals, and alignment with the Head of Data
• Lead the implementation and evolution of modern data architectures, ensuring scalability, performance, and governance
• Define and maintain engineering standards for data ingestion, transformation, versioning, and publication
• Ensure the efficient integration of data from multiple internal and external sources
• Support the development and promotion of an engineering and data culture at Sólides