**SUMMARY** Responsible for ensuring a positive B2G and B2B customer experience throughout their journey at NeuroSaber, with the objective of analyzing data and developing strategies to improve the customer’s experience with purchased products or services. Identify needs to be addressed and opportunities for new sales, providing necessary post-purchase support. **REQUIREMENTS:** * Bachelor’s degree in Communication, Public Relations, Education, or related fields * Preferred: Postgraduate degree in Sales, MBA, Commercial Management, Public Administration, Public Relations, Pedagogy, or related fields * Preferred 1–3 years of experience as a B2B and B2G Client Success Analyst **KPIs:** * Average Handling Time (AHT) * Average Waiting Time (AWT) * Monthly Recurring Revenue (MRR) * Customer Reactivation Rate * Churn Rate **RESPONSIBILITIES:** * Analyze performance indicators and customer satisfaction metrics targeting B2B and B2G audiences; * Possess techniques for building strong relationships with public and private entities; * Seek to increase customer retention rates; * Understand customer expectations and act as a bridge between customers and the company’s reality; * Identify gaps in understanding how products or services are used, and propose solutions accordingly; * Build sustainable relationships and trust with customers through open, interactive communication aligned with the company’s established quality standards, applying best practices in communication and customer service; * Provide accurate, valid, and complete information to customers, aiming to maintain their engagement and create new business opportunities (cross-selling and up-selling); * Handle customer complaints, provide appropriate solutions and alternatives within acceptable timeframes defined by the company’s customer service policy; * Maintain records of customer interactions, process customer accounts, and archive documents, ensuring continuous updates to the company’s systems; * Execute reactivation campaigns as planned, seeking to increase purchase frequency and value from customers in your portfolio; * Send promotional materials and marketing campaigns to portfolio customers upon request, aiming to keep them engaged and informed about new product and service launches; * Collaborate with the sales and marketing teams to obtain customer references and identify improvement opportunities to be applied in the process; * Participate in customer journey review meetings, moments of truth, objection identification, rapport-building points, and other topics related to customer relationship management; * Maintain constant communication with the pedagogical team to fully understand products, packages, and negotiations carried out, thereby improving follow-up and implementation; * Support the sales team in efforts to retain customers and, consequently, drive resale of the company’s products and services; * Perform activities as required and approved by the immediate supervisor.