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Swile is a pioneering flexible benefits scaleup operating in Brazil and France, recognized as a Great Place to Work (2023). Following the merger with Vee, Swile became a global unicorn and continues to revolutionize the employee benefits market through cutting-edge technology.
You will serve as Technical Account Manager within the Large/Enterprise Business team, playing a fundamental role in supporting daily commercial operations and driving Swile's growth in Brazil.
Key Responsibilities:
Operational Management: Monitor customer-opened tickets, manage follow-ups, and align expectations/outcomes with internal teams (Care, Logistics, Finance) and clients. Conduct feedback meetings with clients and internal areas following large account implementations. Present bimonthly reports to clients on key support tickets and benefits usage analytics to identify alignment opportunities and strategic adjustments. Gather feedback from major clients on operational improvements, product enhancements, and process optimization.
Stakeholder Coordination: Build and maintain relationships with diverse stakeholders within client organizations. Support executives with RID analysis, proposal development, system integration, and follow-ups. Manage internal cross-functional requests including legal contract analysis/monitoring, marketing material development for prospecting and client engagement, and support team process alignment/improvements.
Risk & Incident Management: Implement monitoring routines and alerts to prevent churn. Create playbooks and FAQs; conduct training sessions to reduce recurring client issues. Manage critical incidents and coordinate resolution across internal teams.
Project Management: Manage project plans, milestones, and risks for current and prospective Swile clients. You will have autonomy to identify opportunities and execute appropriate strategies aligned with current challenges.
Requirements:
- Bachelor's degree (complete higher education)
- CRM knowledge (Salesforce or similar platforms)
- Project management experience
- Understanding of commercial flow and customer journey
- Commercial/sales experience
- Strong client communication and relationship-building skills
- Hands-on execution capability
- Ability to collaborate across teams and drive strategic/tactical alignment
- Active listening skills with clients, partners, and team members
- Problem-solving: ability to identify issues and implement effective solutions
- Autonomy and accountability for deliverables and projects
