Because the challenge of developing the best solutions to drive the business of thousands of companies is also what motivates us to transform our ideas into results—creating exceptional experiences for our people and evolving the tech ecosystem. A GPTW-certified company that takes pride in its people and strives to offer growth, learning, and development journeys while valuing diversity of people and perspectives. Because it’s more than just a job—it’s a role at Senior. **ABOUT THE CHALLENGE:** We are looking for a highly motivated, results-driven Customer Experience Analyst to join our team. The ideal candidate will be responsible for ensuring satisfaction and retention among a portfolio of key clients. The primary focus will be understanding client needs, identifying opportunities for improvement, and collaborating closely with internal departments. We seek a professional with prior experience serving enterprise accounts, handling negotiations, and resolving high-complexity requests. Experience managing conflicts—responding swiftly and effectively to high-stress situations—is essential, as is clear, empathetic, and assertive communication with both clients and internal teams. Candidates must demonstrate the ability to make quick decisions, prioritize critical requests, manage delivery expectations, and act proactively—anticipating issues and proposing autonomous, solution-oriented initiatives. **Key Responsibilities:** * Manage a portfolio of key clients whose revenue is strategically significant to the company. * Serve as a strategic support point for Customer Success Executives, assisting in resolving critical issues and managing conflicts. * Collaborate cross-functionally across departments (Sales, Support, Services, Development, etc.). * Identify areas for improvement in service delivery and in the solutions offered. * Develop and implement strategies to maximize customer satisfaction and contract renewals. * Manage crises and resolve complex problems quickly and effectively. * Establish clear, objective communication with internal and external stakeholders. **WHAT WE EXPECT FROM YOU:** * Degree in Business Administration, Marketing, Information Technology, or related fields. * Experience serving enterprise clients or in related roles. * Proven experience in negotiation and resolution of high-complexity requests. * Experience interfacing with internal departments (Product, Support, Operations, Commercial, etc.) to lead and resolve requests. **WHAT COULD STRENGTHEN YOUR APPLICATION:** * Experience delivering customer service in the Technology sector. * Complementary courses focused on customer service, Customer Success, and Customer Experience. **Our Benefits:** * Health and Dental Insurance; * Life Insurance; * PPLR — Profit and Results Sharing Program; * Wiipo Card with flexible benefits; * Wiipo Club offering exclusive discounts and advantages; * TotalPass — Gym and wellness benefit; * Banked Hours; * Citizen Company: Extended maternity and paternity leave; * Newborn Assistance; * Pet Care Assistance; * Senior Corporate University; * Career Development Plan. **The Senior Way:** Our culture respects individuality and empowers people through innovation, collaboration, and autonomy. We believe in plurality because experiences and perspectives are unique—and we create opportunities embracing diversity of people and thought. It is precisely this approach that enables us to achieve outstanding results, driving our clients’ success through the dedication of extraordinary people. These details apply specifically to this opportunity, but you can explore all our openings—and learn even more about what it means to be part of Senior—on our careers page: senior.com.br/carreiras **We Are More Senior!** We are a Brazilian company recognized as one of the country’s largest software developers for business management. With over 35 years of history and offices across Brazil, we take pride in the digital transformation we enable for countless businesses. Beyond Brazil, we have expanded internationally through the acquisition of a company in Colombia—making us LATAM. With one of the most comprehensive high-performance portfolios in the market, the quality of our solutions stems from the work of over 3,000 professionals. Our purpose—"Empowering People and Accelerating Businesses"—and our passion for technology have earned us GPTW certification. For seven consecutive years, we’ve maintained our status as a Great Place to Work®, thanks to incredible people who make Senior an ever-better place to work. And so we continue growing—valuing every journey and demonstrating that Senior’s expansion and brand strength are built by engaged, fearless people, because driving the new is part of who we are. Discover more about us at www.senior.com.br or through our social media channels: