Customer Success Assistant

Description

**SoftExpert** is the market-leading company in software solutions for integrated management of compliance, innovation, and digital process transformation. And a great company has great numbers: over 900 employees, more than 3,000 customers, and 3 million users across more than 50 countries worldwide! We have completed 30 years, and our dream is to bring our solutions to every country around the globe! That’s why our motto is **\#WeAreExpertsAndGlobal** **The Opportunity** We are looking for a collaborative individual with excellent communication skills and a strong focus on customer experience to join our Customer Success team! **Responsibilities and Duties** * Proactively engage with customers from the existing base (via phone, online meetings, chat, and e\-mail), guiding them through their success journey; * Monitor usage and satisfaction metrics (Health Score, NPS, CSAT, CES), identifying risks and opportunities; * Support internal teams in analyzing feedback and designing action plans to ensure continuous improvement; * Participate in the Ombudsman and retention (churn) processes, analyzing customer complaints, proposing solutions, and striving for the best possible customer experience; * Handle cancellation requests via internal channels and work to reverse such requests by resolving underlying issues; * Contribute to documentation, best practices, and standardization of the customer experience; * Manage a portfolio of strategic customers within the squad, ensuring adoption and business value realization; * Collaborate with internal departments to turn satisfied customers into brand advocates. **Requirements and Qualifications** * Excellent communication skills, strong organizational abilities, and a collaborative mindset; * Bachelor’s degree preferred (in progress or completed), preferably in business, technology, or customer service-related fields; * Prior experience in customer service and/or Customer Success is desirable; * Familiarity with customer journey metrics and management practices. **You’ll stand out if you have:** * Experience serving B2B clients and technology companies. * Familiarity with the SoftExpert Suite. * English and/or Spanish proficiency. **Additional Information** **What do we offer our \#Experts?** Unimed Health Plan: No monthly fee for the primary holder and only 30% co-payment PLR (Profit Sharing): We recognize and reward your efforts with a special annual PLR Meal Voucher or Food Voucher: Enjoy meals with no payroll deductions — a benefit of R$950.00 Education Assistance: Study grants for language courses, undergraduate programs, graduate studies, or specializations, with up to 70% monthly reimbursement TotalPass: Access to gyms, psychologists, and nutritionists nationwide at exclusive discounted rates Dental Plan: Choose among three comprehensive dental plans to care for your smile across Brazil Referral Bonus Program: Refer a friend and receive bonuses in your Flash account Free Online Courses: Enhance your skills with 100% free courses developed by SoftExpert Internal and External Training Programs: We invest in your growth through dedicated training programs Pharmacy Partnership Life Insurance We are a market reference as a company offering **software solutions for integrated management**, with over 40 components dedicated to corporate administration and management. Our goal is to enable businesses to achieve compliance, drive innovation, and realize digital process transformation — delivering a comprehensive and effective approach. And a great company has great numbers: we operate 11 business units across different countries, employ over 900 people, serve more than 3,000 customers, and support 3 million users spread across approximately 50 countries worldwide. With three decades of operation, we dream of bringing our solutions to every country on the planet — that’s why here, \#WeAreExpertsAndGlobal! If you love challenges and want to be part of this global journey toward digital transformation, **we want to meet you!**