Junior Customer Success Analyst

Description

Job Summary: As a Junior Customer Success Analyst, you will play a pivotal role in shaping the customer experience—ensuring close follow-up, active engagement, and continuous progress throughout the customer journey. Key Highlights: 1. Customer support channel management and service delivery 2. Ongoing portfolio management of clients/projects and performance monitoring 3. Proactive efforts to reduce churn and enhance customer engagement **GASS Company is a Food Service Management firm committed to delivering excellence, innovation, and sustainability across our clients’ businesses. With a clear and growth-focused strategic plan, we aim to serve 10\.000 clients by 2029\. This goal reflects our commitment to sustained expansion and to providing transformative solutions for the foodservice industry.** The Customer Success team is essential in ensuring that our clients achieve tangible results using the GASS methodology. As a Junior Customer Success Analyst, you will play a fundamental role in the customer experience—ensuring close follow-up, active engagement, and continuous progress throughout the customer journey. **Junior Customer Success Analyst (CS)** **Responsibilities:** * Manage and respond to customer support channels (WhatsApp, GASS system, and others), ensuring prompt, high-quality responses * Monitor a portfolio of clients/projects—including system usage and achieved outcomes * Conduct routine follow-ups with clients (daily, weekly, and monthly) * Send proactive messages to encourage adoption, feature utilization, and completion of assigned tasks * Identify early risk signals (e.g., low system usage, lack of interaction, delays) and take preventive action * Maintain consistent, relationship-oriented contact cadence * Support churn reduction by anticipating potential cancellations through targeted engagement initiatives * Log all customer interactions and status updates in internal tools * Escalate requests to relevant departments as needed (e.g., Quality, Finance) **Requirements:** * Strong verbal and written communication skills * Organizational discipline to consistently execute recurring tasks * Analytical ability to identify patterns and risks across the customer base * Proactivity and strong sense of urgency * Proficiency with digital tools (CRM, WhatsApp, internal systems) * Prior customer service experience is a plus