**Junior Customer Success Analyst** ======================================= TOTVS | Florianópolis - SC | Hybrid, Remote Job Description Drive customer success and business interests related to the acquired solutions and services, delivering an enhanced user experience across all stages of the customer journey at TOTVS. Responsibilities and Duties * Be fully responsible for the recurring revenue of a portfolio of enterprise-level clients. * Implement predictive actions to expand solutions and mitigate churn risks. * Ensure execution and success throughout the customer journey through self-management, organization, and proactivity. * Deliver high-touch service, conducting 3–4 pre-scheduled meetings per day. * Periodically monitor performance indicators and customer satisfaction metrics. * Maintain a results-, goal-, and productivity-oriented mindset. * Strategically manage the client portfolio via executive meetings, expectation alignment, results reviews, and adoption & engagement sessions. * Conduct strategic interactions with multiple stakeholders and project focal points. * Proactively follow up on the portfolio, proposing solutions to optimize client operations. * Participate in cross-functional initiatives involving training, presentations, and development of projects and processes. * Demonstrate adaptability, teamwork, and collaboration within dynamic and constantly evolving environments. * Conduct onboarding for new solutions and deliver methodological and tool-based training as required by the customer journey. * Lead in-person training sessions for external services, demonstrating continuous learning capability. * Manage portfolio risks by implementing action plans with stakeholders to anticipate and mitigate issues. * Demonstrate resilience and the ability to effectively resolve complex problems. * Enhance solution and service utilization by sharing industry best practices. * Develop action plans aligned with customers’ expected outcomes. * Conduct in-depth diagnostics of each client’s business, understanding their HR and people management needs and internal processes. * Recommend best practices to improve employee performance and engagement, aiming for scalable outcomes driven by people. Requirements and Qualifications * Customer Success — basic level (familiarity) * Customer Experience — basic level (familiarity) * Microsoft Office or GSuite — basic level (familiarity) Salary Range To be determined Employment Type CLT (Consolidation of Labor Laws) Benefits * TOTVS Network University: A corporate university offering free content and certifications for every TOTVS employee; * +Healthy Program: Supports each TOTVER through 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: Personal support program for employees and their families, offering guidance across multiple specialties including psychology, social work, pet consulting, etc.; * Einstein Conecta: Free 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; * Lactation room; * Bicycle parking; * Changing room; * Life insurance; * Daycare assistance; * Private pension plan; * Office environment designed to foster creativity and productivity, featuring snack areas, game rooms, billiard tables, and relaxation lounges; * Gympass. About the Company If you’re a good-natured person who loves learning and is passionate about results, you’re in the right place! As Brazil’s largest technology company, we aim to build an increasingly robust ecosystem composed of individuals who embrace innovation and believe in collaboration to make a difference! Here, you’ll find a dynamic environment that celebrates diversity, promotes inclusion, and relentlessly pursues outstanding results! We believe in technology’s transformative power and its capacity to contribute to building a more diverse and inclusive society. Therefore, we are committed to our diversity and inclusion policy and programs, ensuring an ecosystem that is increasingly representative, respectful, and welcoming. #DareAndTransform #BeTOTVS