Provide support to the supervisor to ensure the success and satisfaction of corporate clients throughout their journey with Avantia’s products and services.
Support clients during the onboarding process and adoption of Avantia’s technology portfolio.
Monitor the progress of the client portfolio, ensuring proper usage and perceived value of contracted products and services.
Maintain and update the CustomerX platform, monitoring health indicators (Health Score) and recording interaction history.
Continuously monitor operational indicators, reporting any signs of dissatisfaction or cancellation risk (churn) to the supervisor.
Track the contract lifecycle of the portfolio, monitoring terms and supporting renewal processes to ensure service continuity.
Assist in resolving daily issues and challenges, acting quickly in collaboration with technical support and operations teams.
Identify upsell and cross-sell opportunities during portfolio monitoring and report them to the sales team.
Promote ongoing engagement by recommending additional resources aligned with clients’ needs.
Collect and document client feedback to support continuous improvement of Avantia’s products, services, and internal processes.
Support the supervisor in consolidating data and metrics for performance evaluation, trend identification, and goal attainment.

Degree in a technology-related field is a plus.
Experience in customer relations or support, preferably at a security technology company or similar.
Strong verbal and written communication skills, with the ability to translate technical concepts into language accessible to clients.
Customer-focused, empathetic, and strong interpersonal skills.
Ability to assist in problem resolution quickly and help propose effective solutions in challenging situations.
Interest in understanding clients’ security needs to support the strategic vision of the area.
Analytical skills to help monitor the performance of Avantia solutions and identify improvement opportunities.
Basic knowledge of SLA monitoring, contract lifecycle management, and renewals (plus).
Intermediate or technical proficiency in English (focused on reading and comprehension for the area).
Valid Brazilian driver’s license (CNH).
Availability to travel.

Hybrid work model
Meal/Food allowance (Swile card)
Transportation voucher
Health plan with copayment
Dental plan
Learning assistance
Mastercard Surpreenda program
Discounts at educational, leisure, and health institutions
Day off on your birthday
Totalpass: wellness platform with access to gyms, sports, pilates, martial arts, nutrition, etc.
Emotional care platforms: Psicologia Viva, ZenClub, Vittude
Life insurance
Extended maternity/paternity leave
AvantiaBaby: celebration kit for new babies

Customer Success Analyst

Key skills