Customer Success Analyst

Role Overview

• Client relationship management: monitor the health of projects, acting proactively to prevent issues and ensure client satisfaction.
• Constant interaction with clients and internal teams: conduct alignment meetings, track schedules, produce success reports, and participate in daily calls.
• Data and results analysis: monitor KPIs, provide improvement suggestions to the operations team, and present results to management and the board.
• Action in critical moments: identify problems, manage crises, reverse cancellation requests, and implement corrective actions.
• Opportunities for upsell, cross-sell and renewals: identify and recommend additional products that meet client needs to grow the account, and ensure contract renewals by presenting proposals and leading negotiations.

Requirements

• Previous experience in agencies;
• Strong verbal and written communication skills;
• Organized and detail-oriented;
• Ability to quickly identify and resolve problems.

Benefits

• Meal allowance;
• Home office allowance;
• Health benefits;
• Life insurance;
• Career development plan;
• Birthday day off;
• Partnership with SESC;
• Childcare assistance;
• Extended maternity and paternity leave;
• Pharmacy discounts;
• Partnerships for discounts at universities, business schools, and language schools;
• Access to the Mestres library;
• Access to Mestre Academy courses.