[CS] Senior Customer Success Analyst

Description

Job Summary: Responsible for ensuring customer success throughout the entire lifecycle, developing relationships and monitoring the portfolio to prevent churn, while also providing technical and contractual support. Key Highlights: 1. Ensure success and ongoing relationship with TOTVS Cloud customers 2. Monitor the customer portfolio, identifying and preventing churn risks 3. Support customers on technical and contractual matters related to the Cloud offering **[CS] Senior Customer Success Analyst** ============================================= TOTVS | São Paulo - SP | Hybrid Job Description Be responsible for and ensure customer success throughout their lifecycle. Develop and maintain relationships with TOTVS Cloud customers. Proactively monitor the customer portfolio to identify potential churn risks and avoid loss of Cloud revenue. Support customers on contractual matters related to the TOTVS Cloud offering. Accompany customers facing recurring technical difficulties or assist them in critical issues that may cause SLA breaches. Responsibilities and Duties * Be responsible for ensuring customer success throughout their entire lifecycle * Develop and maintain relationships with TOTVS Cloud customers * Proactively monitor the customer portfolio, identifying churn risks and preventing revenue loss * Support customers on contractual matters related to the TOTVS Cloud offering * Accompany customers facing recurring technical difficulties * Address critical issues that may cause SLA breaches Requirements and Qualifications * Bachelor's degree (completed or in progress) in Business Administration or related fields. * Knowledge of the TOTVS Cloud offering * Experience in customer relationship management * Knowledge of negotiation techniques * Familiarity with TOTVS solutions * Basic understanding of public clouds (Azure, AWS, Google Cloud, etc.) * Proficiency in Microsoft Office suite * Knowledge of ITIL methodology * Basic understanding of LGPD (Brazilian General Data Protection Law) * Strong verbal and written communication skills Desirable Qualifications * Strategic communication and influence * Empathy and customer centricity * Analytical thinking and data-driven decision making * Proactivity and ownership mindset * Conflict management and advanced negotiation skills * Emotional intelligence for handling critical scenarios * Ability to prioritize and manage multiple demands * Strategic business vision * Resilience and performance under pressure * Ability to build long-term relationships * Active listening and interpretation of customer needs * Adaptability to change and complex scenarios * Collaboration and teamwork across multidisciplinary teams * Focus on results and customer retention Salary Range To be determined Employment Type CLT (Consolidation of Labor Laws) Benefits * TOTVS Network University, a corporate university offering free content and certifications for all employees; * +Saudáveis Program, which supports each TOTVER with advisory services and initiatives focused on physical, mental, and personal financial well-being; * +Vantagens Program, Latin America's largest discount network, exclusively for our employees; * +Cuidado Program, a personal support program for employees and their families, offering guidance across various specialties such as psychology, social work, pet consulting, etc.; * Einstein Conecta, a complimentary online medical consultation benefit provided by physicians from the Hospital Israelita Albert Einstein; * Health and dental insurance; * Meal and/or food allowance; * Transportation allowance and shuttle services at select metro stations; * Extended maternity and paternity leave; * Nursing room; * Bicycle parking; * Changing rooms; * Life insurance; * Childcare allowance; * Private pension plan; * Office designed to foster creativity and productivity, featuring snack areas, game rooms, billiard tables, and relaxation lounges; * Gympass. About the Company As a technology industry leader, we are a community of nonconformist individuals driven by innovation, autonomy, learning, and performance. Together, we create opportunities, transform futures, and share knowledge. Here, your professional development happens in an inclusive, respectful, and energizing environment — people supporting people! We pursue sustainable growth. We leverage data and AI to drive smarter, more efficient outcomes for our customers. Join us to innovate and build the future of technology. #VemPraTOTVS #SomosTOTVS