Relationship Analyst

Description

Job Summary: The Relationship Analyst focuses on recovering customers who have canceled or ceased using the company's services/products, diagnosing reasons for attrition, and regaining their trust. Key Highlights: 1. Inactive Portfolio Management and Churn Diagnosis 2. Consultative Approach to Understand Customer Pain Points 3. Presentation of New Solutions to Resolve Past Issues Before discussing the position, let’s tell you a bit about us? Greenn is a complete ecosystem for promoting, selling, and delivering digital products. We are passionate about technology, innovation, and human-centered design. Our mission? To simplify processes so our customers can go beyond. Working alongside people who pursue continuous growth, refuse to settle, and resonate with technology inspires us. Our greatest joy lies in identifying and valuing unique talents—often hidden. We want to help you explore and develop your skills so you can excel both professionally and personally. At Greenn, we live by values that hold deep meaning for us: Technology, Proactivity, Integrity, and Commitment to the Customer—guiding every decision and fueling our journey of innovation and sustainable growth. The Relationship Analyst focuses on recovering customers who have canceled or stopped using the company’s services/products. Their mission is to diagnose the reasons for departure, present new solutions, and regain customer trust—ensuring healthy and sustainable re-engagement. Responsibilities * Inactive Portfolio Management: Manage and prioritize lists of former customers with potential for return, applying fit criteria and billing history. * Churn Diagnosis: Conduct in-depth investigation into the customer’s history (cancellation reason, open tickets, prior usage behavior) to inform outreach strategy. * Consultative Outreach: Proactively contact former customers (via phone, e\-mail, WhatsApp) with active listening as the core objective—to understand their current situation. * Presentation of New Solutions: Demonstrate product updates, process improvements, or new features that resolve the pain points that led to cancellation in the past. What We Expect From You: * Prior experience in Customer Success, Consultative Sales, or Customer Relationship Management. * Proficiency with CRM tools (Salesforce, HubSpot, RD Station, etc.). * Knowledge of retention and revenue metrics (LTV, Churn, MRR). * Negotiation techniques and objection-handling skills. * Emotional Resilience: Ability to handle negative feedback and transform it into opportunity. * Empathy and Active Listening: Skill in reading between the lines and understanding the customer’s true pain point. * Persuasive Communication: Clear verbal delivery and impeccable writing ability for re-engagement. * Investigative Mindset: Curiosity to understand the \\"why\\" behind things before taking action. Nice-to-Haves * Experience in B2B/SaaS markets. * Courses focused on Consumer Psychology or Customer Experience (CX).