CUSTOMER SUCCESS ANALYST (Gracarh)

Description

Job Summary: A professional to provide customer support and account management, conducting onboarding, training, portfolio monitoring, metric analysis, and proposing product and process improvements. Key Highlights: 1. Agile and effective customer support, guiding customers along their success journey 2. Onboarding, training, and monitoring the health of the customer portfolio 3. Acting as the customer's voice, suggesting improvements to products and processes The company seeks a Customer Success Analyst based in Belo Horizonte. **Responsibilities:** Provide customer support via email, chat, and phone, with emphasis on agile and effective resolution. Guide customers throughout their journey, ensuring they achieve their goals using the offered products and services. Conduct onboarding and training for new customers. Monitor the health of the customer portfolio, anticipating potential risks and proposing preventive actions. Lead follow-up meetings such as QBRs and check-ins, highlighting results and opportunities. Support customers with operational and strategic requests, collaborating with Support and Product teams. Identify upsell and cross-sell opportunities, forwarding them to the sales team. Analyze metrics related to usage and engagement, converting data into actionable insights. Act as the customer's voice within the organization, reporting feedback and suggesting product and process improvements. Propose improvements to internal processes, knowledge base, FAQs, and tutorials. Contribute to automation and self-service initiatives. Collect and document customer success stories and testimonials. Previous experience as a Customer Support Specialist, Customer Relationship Consultant, Customer Experience Analyst, or Customer Success Coordinator may indicate alignment with some activities of this role. Bachelor’s degree required. Relevant experience required. **Compensation and Benefits:** * Salary: 4\.000,00 * Meal Allowance * Transportation Allowance * Mobile Phone * Incentive Plan. **Additional Information:** * Employment Type: Hybrid — Hybrid work model. * Candidates from Nova Lima, Sabará, Contagem, or Raposos are also eligible for this position. * Duration: Full-time * Working Hours: Monday to Friday.