Post-Sales Analyst (Customer Success)

Description

Job Summary: The professional will be responsible for ensuring customer satisfaction and retention after service implementation, identifying opportunities, and acting as a bridge between customers and internal departments. Key Highlights: 1. Focus on customer satisfaction and retention 2. Opportunities for professional growth 3. Structured work environment The company is a specialist in print outsourcing, offering comprehensive solutions including modern printers, rapid technical support, remote monitoring, and reduced operational costs for businesses. Our goal is to eliminate printing-related headaches from our customers' daily routines. **Job Mission** Ensure customer satisfaction and retention after service implementation by monitoring the customer experience, anticipating issues, identifying expansion opportunities (upsell), and ensuring each customer continuously perceives value in the contracted solution. **Key Responsibilities** * Conduct onboarding for new customers after contract closure, ensuring a smooth transition * Monitor usage and satisfaction metrics: print volume, technical support tickets, response time * Maintain periodic contact with active customers (monthly or bimonthly checkpoints) * Identify signs of dissatisfaction and proactively address them to prevent churn * Map upsell and cross\-sell opportunities (new equipment, increased volume, additional services) * Act as a liaison between customers and technical and administrative departments * Generate and present performance and cost-saving reports to customers * Collect structured feedback for continuous service improvement * Support contract renewal management **Requirements** * Prior experience in customer service, post\-sales, technical support, or Customer Success * Strong interpersonal communication skills and ability to resolve conflicts * Organizational skills to manage multiple accounts simultaneously * Analytical ability to interpret consumption and satisfaction data * Empathetic, proactive, and customer-oriented profile **What We Offer** * CLT employment contract with benefits * Training on company products, processes, and methodology * Work environment with infrastructure supporting professional growth Minimum Education Level: High School (Secondary Education)