CUSTOMER SUCCESS ANALYST

Description

Job Summary: The Customer Success Analyst manages client portfolios, ensures an efficient customer journey, and integrates cross-functional teams to deliver continuous value. Key Highlights: 1. B2B client portfolio management and close customer service 2. Customer onboarding and facilitation between business areas 3. Data analysis for improvements and identification of new opportunities The Customer Success Analyst will be responsible for managing and servicing the client portfolio, ensuring an efficient, consultative, and internally policy-aligned customer journey. They will work closely with Credit, Credit Business, and Commercial departments to guarantee data quality, operational monitoring, and continuous value delivery to clients. **Key Responsibilities:** * Manage and service the client portfolio, maintaining close and ongoing relationships. * Lead onboarding for new clients, ensuring alignment of expectations and understanding of processes. * Import and/or manually enter operations into LECOM and Q’PROF systems. * Verify operation-related information and documents, requesting additional materials when necessary. * Approve operation proposals in the LECOM system per internal policies. * Conduct creditworthiness analysis of the assignor, including history, standing with the company, available limits, and applicable rates. * Facilitate communication among Credit, Credit Business, and Commercial departments to address client needs. * Monitor operations from formalization through signing and payment to the assignor. * Communicate with external agents regarding approved, partially approved, or declined operations, enabling commercial appeals where applicable. * Request documentation for client record updates and credit reviews. * Clarify operational queries (fees, deadlines, float, rates, and status). * Monitor the portfolio to identify inactivity, removal, or referral to collections or legal departments. * Identify opportunities for new business and portfolio expansion. * Provide in-person client support when required. **Requirements:** * Bachelor’s degree in Business Administration, Commercial Management, Marketing, Economics, or related fields. * Prior experience in customer service, post-sales support, technical support, or Customer Success. * Experience serving B2B clients. * Familiarity with CRM tools or customer service management systems. * Clear, empathetic, and consultative communication skills. * Organizational skills, proactivity, and ability to manage multiple clients and processes simultaneously. * Analytical capability to interpret data and propose improvements. * Problem-solving focus and commitment to delivering customer value. * Active listening, empathy, and strong teamwork abilities. * Knowledge of Customer Success metrics (NPS, Churn, Retention, Expansion). * Understanding of customer journey and user experience concepts. * Proficiency in Microsoft Office Suite.