Customer Success

Role Overview

• Manage a portfolio of clients that includes dealerships and automotive groups
• Data intelligence: monitor and take preventive actions with success plans to minimize churn
• Upsell: proactively and consultatively identify and close upsell opportunities
• Operational excellence: maintain discipline and contribute to improvements in our tools and routines
• Prepare detailed briefings for the production team based on client requests gathered during alignment meetings
• Monitor Alpes solutions and the results achieved to identify opportunities for improvement and ensure the proper functioning of these products/services
• Manage and review internal deliverables to ensure project completion on time and according to expected outcomes
• Prepare monthly reports with analysis of metrics and data available in the Alpes platform for client reporting
• Conduct daily calls and meetings (internal and external) to discuss market best practices, identify improvements for clients, and propose new solutions
• Analyze and quantify lead data
• Analyze and work with integration data
• Assess website quality
• Configure and edit integration rules in the internal system (leads, emails, CRMs, etc.)
• Keep the team and senior management informed of activities, especially regarding more complex/important decision-making
• Act as the client's primary contact, bridging their needs with solutions provided by the internal team
• Identify client needs for products and services that can improve their results, informing both the clients and the company's upsell/commercial team
• Perform other duties related to the role as requested by immediate leadership

Requirements

• Experience in Customer Success, Sales, and Account Management: minimum 1 year
• Communicative, proactive, and consultative profile
• Strong negotiation skills
• Results-oriented
• Ability to move between discussions and technical execution in marketing and website and systems development
• Excellent writing, reading, and text interpretation skills
• Intermediate knowledge of Digital Marketing
• Intermediate Microsoft Office skills
• Intermediate Google Drive skills
• Technical English
• Artificial Intelligence: proficiency with tools that enhance day-to-day productivity
• Google Ads and social media: analytical mindset to facilitate constructive, consultative client conversations
• Experience with the Movidesk task management system

Benefits

• Meal allowance on Caju card
• Health and dental plan – Unimed
• Life insurance
• Private pension plan
• Training platform (Alura)
• Home office allowance
• Discounts on undergraduate and postgraduate courses
• Day off
• Discounts on group products and partner companies