Customer Success Analyst

Description

Job Summary: This professional will support customer onboarding management, develop customer relationships, monitor satisfaction, propose solutions, and act as a facilitator between customers and company departments. Key Highlights: 1. Customer relationship management and development 2. Data analysis for optimizing customer outcomes 3. Facilitation between customers and internal departments **Responsibilities** * Support new customer onboarding management (TRAINING FOR UNITS and BRANCHES); * Manage and develop relationships with customers; * Maintain direct contact with customers via email, videoconference, phone call, and/or in-person visits; * Assist with customer agreements in cases of adjustments or renegotiations; * Respond to quotation requests when requested by the customer; * Monitor and contribute to customer satisfaction, metrics/indicators, success goals, engagement, and client portfolio retention, proposing improvement actions when necessary; proactively seek alternative solutions in cases where units/branches and/or partners fail to comply; * Analyze and propose additional and complementary service offerings; * Schedule meetings, conduct customer satisfaction surveys, create reports, and deliver customized performance presentations for each customer; * Create and track action plans related to deviations; * Analyze data and identify how customers can achieve optimal results with their purchased services; * Act as a facilitator between customers and all other company departments, ensuring the customer's voice is heard and demands are addressed across all areas; * Create and present monitoring reports of key customer indicators when required; * Master customer satisfaction surveys, ensuring high performance; * Manage customer crises and lead alignment meetings; * Anticipate and resolve customer pain points, minimizing negative impacts; **Requirements** * Microsoft Office suite; * Currently pursuing or completed undergraduate degree in Marketing, Business Administration, or related fields; **Preferred Qualifications** * SSW knowledge Previous experience as Customer Success (CS) * Experience in sales or as a Consultant / Negotiation techniques **Benefits** * On-site meals; * Food basket; * Gas allowance; * Meal allowance; * Health insurance (Unimed – 50% employer-paid); * PPR – Profit Sharing Program; * Career and salary plan; * Partnership with SEST SENAT (dentist, nutritionist, psychologist, club, and gym); * Birthday day off. Employment type: Full-time, Permanent CLT Salary: R$3.263,00 – R$3.263,40 per month Benefits: * Medical assistance * Food basket * Free parking * Profit sharing * Meal allowance * Transportation allowance Experience: * Customer service (preferred) Work location: On-site