Customer Success Analyst (1)

Description

Job Summary: Professional responsible for managing customer relationships, ensuring satisfaction and retention through proactive actions and data analysis. Key Highlights: 1. Focus on Customer Success and customer engagement methodologies 2. Acting as the customer advocate and primary point of contact 3. Mapping the customer journey and identifying improvement opportunities Description: Completed or ongoing undergraduate degree in Administration, Technology, Marketing, Project Management, Statistics, or related fields; Foundations of Customer Success and customer engagement methodologies; Intermediate Excel and data visualization tools (Power BI, Tableau); Basic knowledge of process mapping and data analysis. * Update and maintain accurate customer data in CRM systems (e.g., SAP) or other control sources; * Support the relational onboarding process for new customers (welcoming them and aligning their journey with the Company); * Build relationships with customers, serving as the primary point of contact for all company-related matters (in parallel with their core interaction journey with the Company) to help customers recognize value at every stage; * Execute the customer engagement cadence, conducting proactive outreach and keeping customer information up to date; * Support NPS survey execution: preparing mailing lists, sending surveys, tracking responses, and analyzing results; * Conduct triage and closure of detractor customer feedback loops, and support the definition and execution of corrective action plans; * Act as the customer advocate within the organization, representing customer interests and ensuring their needs are met effectively and promptly; * Support mapping the customer journey and identifying areas for improvement; * Support customer retention management by contacting customers during cancellation processes, attempting reversal actions and/or documenting reasons; * Support events, initiatives, and activities that promote and consolidate a customer-centric mindset (e.g., CX Talks, CX Celebration, Insight Committees). 2512220202491879774