Junior Customer Success Analyst

Description

Job Summary: Implement the ATS solution for mid-sized and enterprise clients, ensuring high levels of engagement, adoption, and value generation from activation through operational stabilization. Key Highlights: 1. Lead the technical onboarding process and customer relationship management 2. Serve as the primary customer contact point during the implementation phase 3. Deliver the best possible customer experience throughout the customer journey **Junior Customer Success Analyst** ======================================= TOTVS \| Florianópolis \- SC \| Hybrid Job Description Implement (onboard) the ATS (Attraction and Talent) solution for mid-sized and enterprise clients, considering project complexity and multiple stakeholders, ensuring high levels of engagement, adoption, and value generation from activation through operational stabilization. Responsibilities and Duties WHAT YOU WILL DO: * Lead the technical and tooling onboarding process, customer relationship management, and customer experience for the ATS product line, ensuring expectation alignment, timely delivery, and value realization from the earliest project milestones; * Serve as the primary customer contact point during the implementation phase, fostering close relationships, clear communication, and continuous follow-up; * Monitor success metrics (engagement, adoption, satisfaction, risks, and retention) using available tools and dashboards; * Identify churn risks and expansion opportunities (upsell/cross\-sell), strategically directing them to responsible internal teams; * Deliver the best possible customer experience throughout the customer journey, collaborating closely with internal teams such as Product, Support, Sales, and Services; * Maintain accurate records, follow\-ups, and structured tracking of requests via official internal channels; * Contribute insights to continuously improve processes, customer experience, and portfolio performance; * Conduct strategic communications regarding product portfolio, enhancements, events, and best practices, strengthening customer relationships and perceived solution value. **Success Metrics (Expected KPIs)** * On-time activation * Solution adoption * NPS / CSAT * Reduced early-stage churn * Identification of expansion opportunities Requirements and Qualifications **WHAT WE EXPECT FROM YOU:** * Bachelor’s degree completed or in progress, preferably in Business Administration, Marketing, Information Systems, Design, Social Communication, or related fields * Entry-level experience in B2B implementation (onboarding) * Entry-level Customer Experience knowledge * Entry-level proficiency in Microsoft Office or GSuite Salary Range To be determined Employment Type CLT Benefits * TOTVS Network University, a corporate university offering free courses and certifications for all employees; * \+Healthy Program, supporting each TOTVER with advisory services and initiatives focused on physical, mental, and financial well-being; * \+Advantages Program, Latin America’s largest discount network, exclusively for our employees; * \+Care Program, a personal support program for employees and their families, offering guidance across multiple specialties including psychology, social work, pet consulting, etc.; * Einstein Conecta, a complimentary online medical consultation service provided by physicians from the Albert Einstein Israelite Hospital; * Health and dental insurance; * Meal and/or food allowance; * Transportation allowance and shuttle services at select metro stations; * Extended maternity and paternity leave; * Nursing room; * Bicycle parking; * Changing room; * Life insurance; * Childcare assistance; * Private pension plan; * Creative and productive office environment featuring snack areas, game rooms, billiard tables, and relaxation lounges; * Gympass. About the Company As a technology industry leader, we are a community of nonconformist individuals driven by innovation, autonomy, learning, and performance. Together, we create opportunities, transform futures, and share knowledge. Your professional development happens here within an inclusive, respectful, and energizing environment — people helping people! We pursue sustainable growth. We leverage data and AI to drive smarter, more efficient outcomes for our customers. Join us in innovating and building the future of technology. \#VemPraTOTVS \#SomosTOTVS