CUSTOMER SUCCESS ANALYST

Description

Job Summary: Responsible for ensuring a positive B2G and B2B customer experience by analyzing data and developing strategies to enhance the experience with products and services. Key Highlights: 1. Focus on B2G and B2B customer experience. 2. Opportunity for data analysis and strategy development to improve service. 3. Building sustainable relationships with customers. **SUMMARY DESCRIPTION** Responsible for ensuring a positive B2G and B2B customer experience throughout the customer journey at NeuroSaber, with the objective of analyzing data and developing strategies to improve the customer experience with purchased products or services. Identify unmet needs and opportunities for new sales, providing necessary post-purchase support. **REQUIREMENTS:** * Currently pursuing or holding a bachelor's degree in Communications, 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 Customer 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 targeted at B2B and B2G audiences; * Possess strong relationship-building techniques with public and private sector organizations; * Strive to increase customer retention rates; * Understand customer expectations and act as a bridge between customers and the company’s reality; * Identify gaps in customers’ understanding of product or service usage and propose appropriate solutions; * 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, maintaining their engagement and creating new business opportunities (cross-selling and up-selling); * Handle customer complaints, provide suitable 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, aiming to increase purchase frequency and value from customers in your portfolio; * Send promotional materials and marketing campaigns to portfolio customers upon request, keeping them engaged and informed about new product and service launches; * Collaborate with the sales and marketing teams to gather customer references and identify areas for improvement in the process; * Participate in customer journey review meetings, critical moments, objection identification, rapport-building points, and other topics related to customer relationships; * Maintain consistent communication with the pedagogical team to fully understand products, packages, and negotiations conducted, thereby improving follow-up and implementation; * Support the sales team in customer retention efforts and, consequently, contribute to the resale of the company’s products and services; * Perform tasks as required and approved by the immediate supervisor.