Description: Education: Bachelor's degree completed in administrative, technology, marketing, project management, statistics, or related fields Solid understanding of Customer Experience (CX) and Customer Success principles is essential. This includes comprehension of concepts such as customer journey, touchpoints, customer feedback, and CX metrics (e.g., NPS, CSAT, CES), among others. Data analysis: Excel, SQL, Tableau, Power BI, or other data visualization tools. Process mapping: intermediate level. Process methodologies: intermediate level. * Update and maintain accurate customer data in CRM systems (e.g., SAP) or other control sources; * Conduct relational onboarding for new customers (welcoming and acclimating the customer to the company’s journey); * Build strong, consistent relationships with customers, acting as the primary point of contact for all matters related to the company (in parallel with their basic interaction journey with the company) to help customers recognize value at every stage; * Execute the customer relationship cadence, performing proactive outreach and keeping customer information up to date; * Understand each customer’s specific needs, goals, and challenges to deliver customized solutions aligned with their requirements; * Manage crises and resolve issues by engaging with dissatisfied customers (proactively or reactively), coordinating problem resolution with internal departments, and ensuring clear, agile, and effective communication back to the customer; * Support NPS survey execution: mailing preparation, distribution, follow-up, and results analysis; * Conduct triage and close the loop with detractor customers, and support the definition and implementation of corrective action plans and customer conversion initiatives; * Monitor customer performance regarding products or services using operational and journey-related KPIs, identifying areas for improvement, optimization opportunities, and enhanced adoption to generate greater customer value; * Analyze and identify reasons for customer churn, aiming to reduce cancellation rates and increase retention within your portfolio; * Contribute to customer journey mapping by capturing and bringing the customer’s voice into the organization; * Support events, initiatives, and activities that foster and consolidate a customer-centric mindset (e.g., CX Talks, CX Celebration, Insight Committees); * Act as the customer advocate within the organization, representing their interests and ensuring their needs are met effectively and promptly. 2512220202491633358