Customer Success Coordinator

Description

Job Summary: We are seeking a Customer Success Coordinator to lead strategies and ensure an excellent academic journey, promoting student satisfaction and engagement. Key Highlights: 1. Lead the Customer Success area and student experience 2. Develop and engage the team with a focus on results 3. Collaborate cross-functionally with various departments Are you passionate about customer experience and enjoy leading teams focused on results and continuous improvement? We have an opportunity for you! At FAMINAS, we seek a **Customer Success Coordinator** to lead strategies that ensure an excellent academic journey, promoting student satisfaction, engagement, and retention. **Your Responsibilities:** * Lead the Customer Success area, ensuring a positive experience throughout the student journey; * Structure and enhance support, onboarding, and academic guidance processes; * Map and optimize enrollment, re-enrollment, and regularization workflows; * Monitor service quality (in-person, phone, and digital) using key performance indicators; * Implement and track satisfaction surveys (NPS and others); * Collaborate with the Institutional Assessment Committee (CPA) to analyze results and develop action plans; * Identify dropout risks and coordinate retention strategies; * Track metrics and generate management reports to support decision-making; * Integrate initiatives with departments such as Academic Affairs, Finance, Coordination, and Marketing; * Lead innovation projects focused on student experience; * Develop and engage the team, fostering alignment and results orientation. **What We Expect From You:** * Completed undergraduate degree; * Postgraduate degree in Management or related fields is desirable; * Experience in Customer Success, customer experience, or process management; * Experience analyzing satisfaction and retention metrics; * Familiarity with CRM tools (a plus); * Leadership skills, project management capabilities, and ability to collaborate across departments. **Join FAMINAS and help transform our students’ experience!** **We value diversity and equality for all individuals, without distinction of gender, religion, sexual orientation, disabilities, race, ethnicity, or other factors. Everyone is welcome in our selection process!** **\#WeAreEducation \#WeAreInnovation \#WeAreTheFuture \#GoFAMINAS