Ensuring customer success means thinking long-term! More than just 'after-sales', our goal in having Customer Success Analysts is to have dedicated people who will closely support our customers, guiding them and helping them use the system correctly to ensure not only their retention but also their growth.
Receive people who contact you asking for help (phone, email and chat) and seek to understand their needs beyond the immediate issue
Analyze the lines of code of the integration between ERPs and Mercos, using a validation document to identify possible adjustments and inform the partner about necessary fixes
Redirect financial requests and bug reports to the responsible squads (Finance and Application Support)
Assist our clients with Mercos usability questions, aiming to understand the customer's situation and how to connect their setup to the system's tools
Participate in daily meetings (goal tracking, course corrections, and sharing successes) and weekly meetings (review of mistakes and wins)
Actively engage in a collaborative learning environment, leading and participating in team training sessions
Be responsible for your own development through your Individual Development Plan (IDP), and actively participate in follow-up / 1:1 meetings

Experience in Customer Support/Success at technology companies or startups
Technical knowledge of Google Sheets and operating systems: Windows, iOS and Android
Ability to interact with customers with patience and empathy
Proactive problem-solving mindset and ability to suggest improvements for both customers and internal processes
Able to communicate effectively with the team in meetings, training sessions and other day-to-day contexts
Analytical ability to dig into customer-reported scenarios
Excellent verbal and written communication
Nice to have: knowledge of how commercial representation, distribution and manufacturing segments operate; experience with system or ERP integrations; experience with objection handling, churn prevention/cancellation control and customer success

Profit Sharing Program (PLR)
Home-office allowance + meal/food allowance loaded to the Caju flexible benefits card
Budget to set up your home office
Nationwide Health and Dental Insurance
Access to Moodar for online psychological support (benefit extendable to family members)
Partnership with Vidalink for pharmacy discounts
Financial wellness benefit with Neon
Access to an educational platform with full scholarships for undergraduate, postgraduate, short courses, language courses and MBA
Wellhub (formerly Gympass): app providing access to partners for physical activities (gyms) and partners for physical, emotional and nutritional wellness for you and your family

Customer Success Analyst

Key skills