Mid-level Customer Success Analyst

Role Overview

• Manage a portfolio of clients, working consultatively to support solution adoption, value realization and progression of the customer journey;
• Conduct regular client meetings to align expectations, review performance indicators, identify risks and opportunities, and define next steps;
• Build and track success plans and action plans with clients, ensuring organization, follow-up and progress on discussed items;
• Monitor portfolio health indicators, solution usage, customer satisfaction, support tickets and other signals that may indicate risk, low adoption or opportunities for engagement;
• Proactively identify challenges, risks of dissatisfaction, low perceived value or potential impacts on the client’s operations;
• Coordinate internally with teams such as Support, Implementation, Product, Sales and other stakeholders to seek alignment, solutions and improvements to the customer experience;
• Escalate critical situations when necessary, contributing to the development and monitoring of action plans until stability is restored;
• Identify opportunities to improve solution usage, advising clients on best practices, features and processes;
• Contribute to the continuous improvement of the customer journey by feeding internal teams with insights, needs, risks and opportunities identified;
• Support VoC — Voice of the Customer initiatives, as well as efforts around satisfaction, retention, adoption and expansion of customer-perceived value;
• Record interactions, meetings, action plans, risks, opportunities and next steps in the tools used by the team;
• Work in accordance with the processes, rituals, metrics and procedures established by the Customer Success area.

Requirements

• Bachelor's degree in Business Administration, Commercial Management, Information Systems, Information Technology, Biomedicine or related technology or health fields;
• Previous experience in Customer Success, client relationship management, support, implementation, consultative service or related areas;
• Experience conducting client meetings, tracking requests and building action plans;
• Strong verbal and written communication skills, with the ability to interact with different client profiles and internal teams;
• Organization, discipline and the ability to manage priorities;
• Analytical mindset to interpret metrics, identify risks and opportunities and define preventive or corrective actions;
• Negotiation and influencing skills, with the ability to align with clients and internal teams;
• Knowledge of the customer journey, customer experience, VoC — Voice of the Customer, satisfaction, retention, adoption and success metrics;
• Proficiency in MS Office, especially Excel and PowerPoint;
• Interest in working with clients in the healthcare, technology and diagnostic medicine sectors.

Benefits

• Unimed Seguros health insurance for you and your dependents — Comprehensive coverage with 100% subsidized for the employee and 50% for dependents, providing greater peace of mind for you and your family.
• Shift Digital Hospital — 24/7 digital medical care.
• MetLife dental plan for employees and dependents — Comprehensive dental coverage to take care of your smile.
• Life insurance — Protection and security for you and your loved ones.
• TotalPass for employees and dependents — Access to a variety of physical, sports and leisure activities for a healthier lifestyle.
• SESC (Social Service of Commerce) — Access to SESC facilities with options for sports, leisure, culture and wellness for you and your dependents.
• Flexible working hours — Greater freedom to balance your personal and professional routine.
• Swile Benefits Card — BRL 1,394.00 monthly to use for food, meals, mobility, technology allowance and more.
• Childcare or nanny subsidy — Support for employees with children up to 5 years old, helping to balance career and family.
• Educational subsidy for studies — We invest in your personal and professional development.
• Educational and professional partnerships — Discounts on education, language courses, technology and various services, available in São José do Rio Preto, the surrounding region and online.
• Profit-sharing (PLR) — Participation in company results, recognizing your contribution to the company’s success.
• Special bonuses — Recognition for important life events such as marriage, birth of a child and employee referrals.
• Loyalty Award — Special recognition for tenure with the company.
• Partnerships with companies and associations — Discounts on food, leisure, health, beauty, education, language courses and technology products.
• Collaborative, people-focused and constantly evolving environment — Here you’ll find space to develop, be heard and make a difference.