SENIOR CUSTOMER SUCCESS ANALYST

Description

Job Summary: We are seeking a Senior Customer Success Analyst to serve as a strategic partner to our clients, ensuring maximum value from our solutions and driving measurable results. Key Highlights: 1. Strategic engagement as a client partner. 2. Focus on maximizing client value and engagement. 3. Relationship management and strengthening of client bonds. We are looking for a **Senior Customer Success Analyst** to act as a strategic partner to our clients post-onboarding, ensuring they derive maximum value from our solutions and maintain high engagement throughout their journey. The candidate will be responsible for managing relationships with clients in the **Compensation & Wellbeing** and **Corporate Products** business units, acting consultatively to drive results, strengthen relationships, and support renewals and expansions. **Requirements** -------------- ### **Education** * Completed undergraduate degree. ### **Experience** * Knowledge and experience in the **Customer Journey** within the Customer Success function. ### **Computer Skills** * **Advanced Excel** (mandatory). ### **Other Knowledge** * Simultaneous management of multiple clients. * Proficiency in Portuguese (spoken and written). * Proficiency in communication via email, video calls, chats, and presentations. * Clarity and conciseness in both technical and non-technical communication. * Proficiency in the Microsoft Office suite. * Experience with online meeting platforms (Zoom, Skype, Google Meet, etc.). **Technical Competencies** ------------------------- ### **1. Client Portfolio Management** * Organization and prioritization of accounts based on risk, value, and expansion potential. * Use of CRM tools and Customer Success platforms. ### **2. Data Analysis and Success Metrics** * Monitoring of KPIs: churn, NPS, CSAT, engagement, and adoption. * Ability to generate insights and action plans. ### **3. In-depth Product Knowledge** * Identification of opportunities for advanced usage, upsell, and cross-sell. * Tracking of product updates and new features. ### **4. Risk Management and Proactivity** * Identification of early signs of churn. * Preventive actions and account recovery. ### **5. Strategic Relationship and Communication** * Facilitation of executive-level meetings. * Clear communication with diverse stakeholders. ### **6. Internal Team Integration** * Collaboration with Sales, Product, Support, and Marketing teams. * Provision of structured feedback for continuous improvement. **Essential Soft Skills** -------------------------- * Empathy and active listening * Consultative mindset and value focus * Conflict resolution * Time and priority management * Influence and negotiation * Provision of structured feedback for continuous improvement. **On-site work required in the Jaraguá neighborhood, Uberlândia/MG** **Service Tower: Compensation, Wellbeing, and Corporate Services**