Ensure customer success and satisfaction through active portfolio management, promoting strategic use of the platform and supporting customers in making data-driven decisions.
Work consultatively to identify opportunities for improved product usage, mitigate churn risks, and increase the perceived value of the solution.
Manage a portfolio of clients, conducting regular meetings to review performance and align objectives.
Act as the focal point for understanding customers’ needs and nurturing the relationship.
Manage ongoing customer processes, including higher-complexity cases.
Monitor customer success metrics (e.g., engagement, NPS, churn, MRR).
Identify platform usage patterns and optimization opportunities.
Use data to propose strategic improvements in product usage.
Identify churn risks and proactively recommend corrective actions.
Identify upsell and cross-sell opportunities during customer interactions.
Work closely with the sales team to implement those opportunities.
Document processes, lessons learned, and best practices for the team.
Address technical or operational issues related to platform use.
Collaborate with internal teams (product, support, sales) to resolve customer issues.
Share knowledge and best practices with the team.
Support more junior consultants in their activities when needed.

Bachelor’s degree in Business Administration, Marketing, Business Management or related fields.
Knowledge of Customer Success practices.
Experience with customer success metrics (e.g., churn, engagement, NPS).
Experience with CRM and data analysis tools.
Knowledge of software integrations and APIs (a plus).
Basic understanding of digital marketing and digital business.
Experience managing a portfolio of customers.
Experience with ongoing customer processes and retention.
Experience using data for decision making.
Experience in SaaS or technology environments (a plus).
Experience collaborating with product, support and sales teams.
Agility.
Boldness.
Collaboration.
Curiosity.
Self-development.
Pursuit of excellence.
Valuing inclusion.
Prioritization skills.
Resilience.
Problem-solving focus.

Medical coverage (SulAmérica or Central Nacional Unimed, depending on region) for you and your dependents with no monthly fee, subject to co-pay based on usage.
Dental coverage (Odontoprev) for you and your dependents with no monthly fee, subject to co-pay based on usage.
Dasa Telemedicine offering various online care options, no referral required and no co-pay.
“Meu Doutor” program with a family doctor available for employees and dependents enrolled in the medical plan.
Pregnancy support program (for employee or dependent), helping ensure a safer and more comfortable experience during pregnancy, childbirth and postpartum.
Free flu vaccination for you and your dependents.
Prevenar 13 vaccine to help protect against 13 types and subtypes of pneumococcal bacteria.
Life insurance.
Wellhub (employee wellbeing platform).
Extended maternity and paternity leave.
Flexible benefits through the Caju card (meal and food vouchers).
Birthday off to celebrate your birthday.
Day off for moving house.
Extended honeymoon leave to enjoy your honeymoon in peace.

Mercafacil

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