Technical Customer Success Analyst (Mid-level)

Description

Job Summary: This is a strategic role to serve as the technical and strategic focal point for the cVortex platform within the client, acting as the bridge between business and technology. Key Highlights: 1. A leadership position with autonomy and visibility to leadership 2. Hands-on resolution of business technical problems 3. Building trust and solving customers' practical problems This is a strategic and differentiated role: you will be hired by cVortex but will work full-time on-site at one of our key clients, serving as the technical and strategic focal point for the cVortex platform in their operations. In practice, you are the bridge between the client’s business and our platform: you understand the pain points, design solutions, configure them in the system, integrate via API when needed, validate, deliver, and monitor outcomes. It is a leadership-oriented role with autonomy and direct exposure to the client’s leadership team. **This role is ideal if:** * You enjoy solving business technical problems hands-on; * You feel comfortable speaking with developers in the morning and with the Operations Director in the afternoon; * You combine strong communication skills with technical ability—knowing how to build trust with the client and also solve their problems practically. **Responsibilities:** * Serve as cVortex’s technical focal point within the client, responsible for translating business requirements into configured solutions on the platform; * Gather, document, and validate requirements with the client’s Operations, Product, and IT teams; * Design and implement omnichannel service workflows, automation sequences, and customer journeys on the cVortex platform; * Build and maintain chatbots (low-code/no-code), including decision trees, intents, integrations, and handoff to human agents; * Integrate the cVortex platform with the client’s internal systems via REST APIs (CRM, ERP, databases, webhooks); * Query and manipulate databases using SQL for diagnostics, KPI extraction, and workflow validation; * Model and document business rules, workflows, and processes (BPMN, MER, customer journey wireframes); * Facilitate rituals with the client: daily stand-ups with Operations, weekly reviews with leadership, and improvement planning sessions; * Serve as a structured bridge between the client and cVortex internal teams (Product, Engineering, Support), submitting well-documented tickets, prioritizing, and tracking deliveries. **Mandatory Requirements** * Basic SQL: SELECT statements with JOINs, GROUP BY, subqueries, understanding relational data models; * Reading and consuming REST APIs: understanding JSON payloads, HTTP methods, authentication (Bearer/OAuth), testing endpoints in Postman/Insomnia; * Practical experience configuring chatbots in any low-code/no-code tool; * Experience implementing customer service systems, CRM, omnichannel, or contact center platforms—not only as an end user, but also performing configuration; * Proven ability to gather and document requirements (flow diagrams, BPMN, functional specifications); **Behavioral Requirements** * Maturity to manage client crisis situations without emotional escalation; * Organization and management of multiple concurrent demands; * Analytical and structured thinking; * Consultative mindset—ability to say "no" with sound technical reasoning when a client request does not make sense. **Nice-to-Have** Previous on-site client allocation experience (resident squad, field CS, TAM); Experience in contact center operations, BPO, or high-volume customer service; Familiarity with agile tools: Jira, Confluence, Notion; Basic knowledge of Python or JavaScript for ad-hoc automations; * Degree (in progress or completed) in Information Systems, Computer Science, Software Engineering, Computer Systems Technology, or related fields. **Format and Location** * 100% on-site in São Paulo/SP (Vila Olímpia), at the client’s headquarters; * CLT employment contract with cVortex.