Customer Success Analyst

Role Overview

• Work in the Customer Success area;
• Serve as the primary point of contact for your portfolio of clients, managing onboarding and ongoing support, resolving inquiries, aligning expectations, identifying opportunities, handling complex issues, and recommending optimal solutions for using our services;
• Regularly monitor your portfolio’s usage within the platform;
• Handle objections during challenging situations;
• Be responsible for creating and delivering presentations and webinars that educate and engage clients, strengthen relationships, and expand strategic use of the platform;
• Conduct meetings with clients to address their needs;
• Participate in special events for key clients;
• Be proactive in presenting ideas and supporting initiatives aimed at increasing customer loyalty and satisfaction;
• Collaborate with different teams and stakeholders to ensure effective communication and efficient problem resolution;
• Continuously share knowledge and best practices with other team members;
• Track key metrics and performance indicators (KPIs) to measure customer success;
• Produce analytical reports on activities and performance results that demonstrate the impact of CS initiatives to key stakeholders and senior management.

Requirements

• Bachelor's degree (Communications, Journalism, Marketing, Business Administration, or related fields);
• Strong communication skills — will interact with clients via phone, Hangouts, chat, WhatsApp, and email;
• High proficiency in Portuguese — strong verbal, written, and reading comprehension skills;
• Strong interpersonal skills;
• 1–3 years of experience in Customer Success;
• Proficiency with Microsoft Office tools (Word, Excel, etc.);
• Availability to attend remote meetings as needed to meet client and business partner demands;
• Data analysis and problem-solving skills.

Benefits

• Caju meal voucher;
• SulAmérica health insurance with national coverage;
• SulAmérica dental plan with national coverage;
• Life insurance;
• 100% remote work;
• R$ 180.00 home office allowance to help cover remote work expenses;
• Partnership with Wellhub to encourage physical activity;
• Partnerships and subsidies for professional development;
• Partnership with a health platform offering 4 monthly sessions with mental health or nutrition professionals, covered by the company;
• Birthday day off;
• 10-day year-end company break (without deducting from vacation);
• Employee referral bonus.