CUSTOMER SUCCESS ANALYST

Description

Job Summary: The professional will be responsible for customer service, negotiations, data analysis, and pursuing strategic partnerships to optimize processes and ensure customer satisfaction. Key Highlights: 1. Customer service and relationship management across multiple channels. 2. Analysis and diagnosis of customer experience, with a focus on improvements. 3. Negotiation of fees and commercial terms to establish strategic partnerships. **Job Description:** ---------------------- Customer service via phone, WhatsApp, and email. Conducting online and in-person meetings with customers; performing analysis and diagnosis of customer experience through continuous customer contact, identifying improvement opportunities and proposing solutions, as well as monitoring portfolio churn; conducting negotiations, such as fees and commercial terms, and seeking strategic partnerships; collaborating with other company departments to optimize processes and ensure successful expansion; delivering performance indicators; utilizing multiple tools for work development and tracking. **Mandatory Requirements:** ------------------------------ Completed undergraduate degree (preferably in Business Administration, Marketing, Commercial Management, or related fields); Experience in sales through the following channels: phone, email, and chat; Strong communication skills, persuasion ability, and capacity to build relationships; Organizational skills, attention to detail, and ability to work toward targets; Willingness to travel (driver's license preferred). Knowledge of CS/CX tools and software, such as CRM systems and customer satisfaction survey platforms, among others. Data and metrics analysis skills related to customer satisfaction, using tools such as spreadsheets and analytics software. Ability to conduct market research and competitive analysis to identify opportunities for improving customer experience. Desirable knowledge of customer retention strategies and upselling and cross-selling skills. Intermediate or advanced Excel knowledge is desirable. **Preferred Requirements:** -------------------------- Strong communication skills Persuasion Good interpersonal relationships Resilience Proactivity Empathy Analytical mindset Teamwork proficiency **Employment Type:** -------------------------- CLT **PCD:** -------- NOT APPLICABLE **Benefits:** --------------- Meal allowance via Eucard card; Eucard Multi-Benefits Card (debit and credit); Individual Performance Index; Birthday card; Christmas card; SESC and AMIC partnership benefits; Discount at FAG University Center; Discounts at English language schools; Co-payment dental plan, extendable to dependents; Co-payment health insurance plan; Longevity bonus; Eucatur bus ticket discounts; Departmental bonus; Eu Mais Saúde program. **Work Location:** ---------------------- Manaus - AM **Working Hours:** ------------------------ Monday to Friday, 08:00–12:00 and 13:12–18:00