Junior Customer Success Analyst

Description

Job Summary: A professional responsible for ensuring customer satisfaction, success, and retention, covering the entire customer journey and promoting effective usage and engagement with SaaS solutions. Key Highlights: 1. Customer journey monitoring and product engagement 2. Building close and strategic relationships with customers 3. Interest in technology and SaaS solutions We are an HR Tech company specializing in software solutions for human resources management. For over 60 years, we have simplified HR and payroll routines with innovative solutions for time tracking, vacations, and other subsystems—combining efficient, reliable, and future-ready technology. Ortep is for people. And if it’s for people, it’s for people like you. **Primary Role Objective**: Ensure customer satisfaction, success, and retention by actively managing the full customer journey—from onboarding through ongoing support—promoting effective solution adoption, continuous engagement, and ensuring customers derive maximum value from our SaaS solutions. **Responsibilities:** * Monitor the customer journey, promoting product adoption and engagement * Proactively identify and resolve customer questions and needs * Monitor platform usage, anticipating risks and opportunities for improvement * Collect customer feedback and translate it into actionable insights for product evolution * Build and maintain close, strategic, and trustworthy relationships with customers * Collaborate with Sales and Product teams to align expectations and deliverables * Contribute to customer retention, loyalty, and expansion **What We Expect From You** * Strong communication and interpersonal skills * Analytical mindset with a results-oriented approach * Proactivity and ownership mentality * Ability to collaborate effectively across departments * Interest in technology and SaaS solutions **Activities:** * Conduct continuous customer follow-up during onboarding and post-implementation support; * Perform regular follow-ups to ensure satisfaction and correct use of products and services; * Maintain close customer relationships to ensure retention; * Manage a portfolio of customers, addressing their needs and promoting solutions that increase perceived value; * Provide support to resolve customer inquiries and issues. * Collaborate with other departments to resolve complex issues and ensure customer satisfaction; * Collect customer feedback and propose improvements to services delivered and the commercialized product; * Propose adjustments to continuously monitor and enhance the customer experience; * Work jointly with Sales, Product, and other teams to align expectations and deliver value-driven solutions; * Contribute to implementing improvements that increase customer success and satisfaction. **Requirements:** * Currently enrolled in or graduated from a bachelor’s program in Communications, Marketing, or Business Administration; * **Prior experience as a Customer Success Analyst (onboarding or offboarding);** * Strong verbal and written communication skills; * Problem-solving ability and capacity to handle challenges; * Proactivity and teamwork capability. **Must reside in Belo Horizonte — 3 days office-based and 2 days remote.** ### **Employment Type:** CLT ### **Required Knowledge and Skills:** Customer Success, CS, Customer Success ### **Benefits:** Flexible Meal Voucher, Copayment Health Plan (Unimed), Unimed Dental Plan, Araújo Pharmacy Partnership, Wellhub (formerly Gympass), University Partnership, Birthday Day Off, Sesc Partnership, No Dress Code, Geek Culture, Pet Health Insurance Partnership, OnHappy Partnership, Remote Work Allowance, Extended Paternity Leave, Mobility Allowance (for transportation apps) ### **Department:** Customer Success