Customer Experience Coordinator

Description

Job Summary: A professional to structure and lead the Customer Experience area, ensuring organization of the customer journey, predictability, and continuous improvement. Key Highlights: 1. Lead and develop the Customer Success and Customer Support teams 2. Structure processes and governance for the customer journey 3. Act as a bridge and ensure cross-departmental integration ### **ABOUT US:** Binario.cloud is a cloud solutions provider (public and private) with its own brand, operating across Latin America. We are the national reference in building cloud environments and tailored solutions to meet the needs of Brazilian enterprises. Here, respect and diversity are core strengths of our organizational culture. You’ll have the opportunity to grow alongside highly skilled professionals, plus numerous career advancement opportunities and intercompany exchanges within our group. We seek talents eager to join us on this growth journey—to become part of an environment that breathes innovation. So—ready to join us? **\#Vemserclouder** ### **THE CHALLENGE:** Structure and lead the Customer Experience area, ensuring organization of the customer journey, process predictability, improvement of satisfaction metrics, and strengthened cross-departmental integration. The professional will be responsible for increasing the company’s maturity in customer experience management and consolidating CX’s strategic role within the organization. #### **YOUR RESPONSIBILITIES WILL INCLUDE:** **Area Leadership:** * Lead the Customer Success and Customer Support teams; * Organize routines, priorities, and activity tracking; * Develop the team and elevate operational maturity; * Foster a motivating and collaborative environment. **Process Structuring and Governance:** * Map and evolve the customer journey; * Define and implement clear operational workflows (e.g., risk management / traffic-light systems); * Establish governance for cross-departmental process changes; * Ensure structured communication when changes impact customers; * Standardize playbooks and rituals for the area. **Cross-Departmental Integration:** * Serve as the liaison between Sales, Projects, Operations, and Finance; * Ensure alignment in managing the customer base; * Increase internal understanding of CX’s role; * Lead internal awareness campaigns on customer-related processes. **Customer Strategy and Data:** * Structure tier-based segmentation and service models; * Monitor KPIs such as: Churn, Health Score, NPS / CSAT, Adoption, Engagement, and Onboarding Time; * Ensure data quality in the customer database; * Generate actionable insights for internal departments. **Customer Proximity:** * Participate in strategic meetings with customers; * Support retention and expansion efforts when required; * Structure a visitation plan, prioritizing critical customers (Tier 1\). #### **REQUIREMENTS:** * Reside in São Paulo City and be available for hybrid work; * Experience in Customer Success, Customer Experience, or B2B Account Management; * Practical experience organizing customer processes or operations; * Experience working with customer metrics; * Ability to lead small teams; * Hands-on, results-oriented profile; * Strong communication and cross-functional influence skills. #### **KPI TRACKING:** **Monthly** * Average Health Score of the customer base; * Execution of customer rituals; * CRM updates; * Risk identification; * Timely delivery of departmental reports. **Quarterly** * Churn reduction; * NPS improvement; * Implementation of improvement initiatives; * Increased customer base engagement; * Improved data quality; * Enhanced process maturity across departments. #### **PREFERRED QUALIFICATIONS:** * Experience in technology or cloud; * Experience building departments from scratch; * Experience with CRM systems; * Knowledge of continuous improvement methodologies (Lean, PDCA); * Experience with customer segmentation (tiers). Binario.cloud is a cloud solutions provider with its own brand, committed to **transforming businesses** through tailored solutions—precisely addressing the needs of Brazilian enterprises. With strong national presence, we are the benchmark in building public and private clouds that drive **growth and innovation.**