Senior Customer Relationship Analyst

Description

Job Summary: We are seeking a proactive professional with a holistic mindset to build long-term customer relationships and optimize the customer experience, serving as the primary point of contact and facilitator. Key Highlights: 1. Building long-term relationships with customers 2. Holistic and analytical view of the customer lifecycle 3. Acting as a facilitator for customer satisfaction This position seeks professionals with an entrepreneurial attitude and behavior geared toward opportunity generation, building long-term relationships, ensuring customer satisfaction, and fostering loyalty. We act as the primary point of contact for customers, providing proactive support, identifying improvements, and personalizing solutions to meet specific needs. We serve as the main interface between CSU and other departments involved in sustaining the services delivered. Our team is highly organized, with excellent business acumen in the payments domain, and possesses deep expertise across the entire production chain involving all stakeholders. We serve major clients in the industry, consistently striving to maximize visibility of our professional performance. We are part of CSU, a market-leading company in payment solutions and services. **Responsibilities and Duties** * Establish and maintain consistent, effective communication with our customers, aligning their needs and expectations with relevant internal departments to ensure successful delivery. * Maintain a holistic and analytical view of the customer lifecycle—from onboarding through ongoing support—to maximize the best possible customer experience. * Collaborate closely with the entire team, acting directly as a facilitator to ensure timely fulfillment of customer requests. * Monitor tasks and commitments according to agreed deadlines and defined SLAs, acting with urgency and ownership, placing the customer at the center of all decisions. * Take a proactive, leadership-oriented approach when addressing incidents or challenges, seeking efficient and effective solutions. * Proactively identify and map customer needs to resolve requests efficiently. * Demonstrate courtesy, active listening skills, receptiveness, and collaboration in customer interactions and internal cross-functional engagements. * Provide active, always-available support—directing requests via appropriate channels, email, chat, online meetings, and in-person meetings. * Ensure achievement of established goals by anticipating potential delays and proposing alternative replanning actions to guarantee adherence to agreed timelines and conditions, meeting customer expectations. **Requirements and Qualifications** * Experience in Commercial/Customer Relationship roles within the payments industry. * Intermediate or advanced proficiency in Excel (settings, filters, VLOOKUP, charts) and PowerPoint (creating presentation slides/layouts with charts and images). * Basic or intermediate English proficiency. * Completed undergraduate degree. * Completed or currently pursuing postgraduate studies. * Preferred: Familiarity with Payware or Vision tools. **Additional Information** . **EXPLORE OUR OPPORTUNITIES** **What CSU Digital Does** We are a team of over 4,000 people building innovative, technology-driven solutions for payments, customer experience, customer loyalty, and incentive programs. Since 1992, we have integrated and connected financial institutions, retailers, service providers, and consumers across Brazil. As pioneers, we continuously launch products and solutions that transform and simplify the daily lives of thousands of people. **Solutions Portfolio** **** **Building Your Career With Us** Our pioneering spirit and commitment to innovation drive us to develop creative and differentiated solutions. We value meritocracy and recognize talent, offering professional development and growth opportunities for our employees. Ethics is a fundamental principle for us, enabling us to build strong, lasting relationships with all stakeholders. We believe that commitment to sustainable results, coupled with customer and employee satisfaction, is the key to success. **Our Greatest Pride** Watching our employees grow and develop alongside CSU fills us with pride. Each success story—marked by progress, evolution, and overcoming challenges—demonstrates how our professionals’ dedication, combined with partnership with the company, can transform lives, businesses, and society.