CLIENT SUCCESS ANALYST

Description

Job Summary: A professional responsible for customer service, conducting analyses, negotiations, and establishing strategic partnerships to optimize the customer experience and ensure company growth. Key Highlights: 1. Customer service and ongoing client relationship management 2. Customer experience analysis and identification of improvements 3. Commercial negotiations and pursuit of strategic partnerships **Job Description:** ---------------------- Customer service via phone calls, WhatsApp, and email; Conducting online and in-person meetings with clients; Performing customer experience analyses and diagnostics through continuous client contact, identifying improvement opportunities and proposing solutions, as well as monitoring portfolio churn; Conducting negotiations regarding fees and commercial terms, and pursuing strategic partnerships; Collaborating with other company departments to optimize processes and ensure successful expansion; Delivering performance indicators; Using multiple tools for work development and tracking. **Mandatory Requirements:** ------------------------------ Completed undergraduate degree (preferably in Business Administration, Marketing, Commercial Management, or related fields); Experience in sales through telephone, email, and chat channels; Strong communication skills, persuasion ability, and capacity to build relationships; Organization, attention to detail, and ability to work toward goals; Willingness to travel (driver's license preferred). Familiarity with CS/CX tools and software, such as CRM systems and customer satisfaction survey platforms, among others. Data and customer satisfaction metrics analysis skills, using tools such as spreadsheets and analytical software. Ability to conduct market research and competitive analysis to identify opportunities for improving the customer experience. Knowledge of customer retention strategies and skills in upselling and cross\-selling. Intermediate or advanced Excel knowledge is desirable. **Desirable Requirements:** -------------------------- Strong communication skills Persuasion Good interpersonal relationship skills Resilience Proactivity Empathy Analytical mindset Teamwork ability **Employment Type:** -------------------------- CLT **PwD (Persons with Disabilities):** -------- NOT APPLICABLE **Benefits:** --------------- Meal allowance via Eucard card; Eucard Multi-Benefits Card (debit and credit); Individual Performance Index; Birthday card; Christmas card; SESC and AMIC partnership benefits; Discount at FAG University Center; Discounts at English language schools; Co-payment dental plan, extendable to dependents; Co-payment health plan; Longevity bonus; Eucatur bus ticket discounts; Departmental bonus; Eu Mais Saúde program. **Work Location:** ---------------------- GIMAVE CASCAVEL **Working Hours:** ------------------------ 08:00 to 12:00 \- 13:12 to 18:00