Job Summary: The Customer Success Assistant is responsible for supporting customer relationship management to ensure customer satisfaction, retention, and operational success through proactive and reactive support, onboarding, initial account management, and contributing to customer retention and expansion. Key Highlights: 1. Customer relationship management for satisfaction and retention 2. Proactive and reactive support, onboarding, and initial account management 3. Focus on customer retention and expansion The Customer Success Assistant \- Amazing Pro supports customer relationship management to ensure customer satisfaction and retention. This role proactively resolves issues and identifies opportunities for improvement. This professional is essential in ensuring excellence in customer service and delivery of company services. Ensures operational success and customer satisfaction for Amazing PRO by providing proactive and reactive support, leading onboarding and initial account management, and contributing to customer retention and expansion. **JOB MISSION** Ensure operational success and customer satisfaction for Amazing PRO by providing proactive and reactive support, leading onboarding and initial account management, and contributing to customer retention and expansion. **KEY RESPONSIBILITIES** * **Onboarding and Customer Support**Lead the onboarding process for new customers, ensuring a smooth and effective transition. Provide proactive and reactive support to customers, answering questions and resolving operational issues. Ensure effective adoption and usage of Amazing PRO’s products and services by customers. Serve as the first point of contact for customers’ operational needs. * **Monitoring and Basic Metrics**Monitor customers’ "health score" to identify early signs of churn risk. Track NPS (Net Promoter Score) and other customer satisfaction metrics. Log all interactions and relevant information in the CRM. Report insights and trends to the Relationship Coordinator. * **Retention and Initial Engagement**Execute retention strategies defined by the Relationship Coordinator. Conduct regular check-ins with customers to ensure their success and engagement. Identify and mitigate cancellation risks at early stages. Support the creation and execution of loyalty programs. * **Internal Collaboration**Work closely with the Relationship Coordinator (Larissa). Collect customer feedback and relay it to Product and Operations teams. Align with the Sales team for efficient handoff of new customers. Support other departments with customer experience-related requests. * **Continuous Development**Actively participate in training sessions and coaching. Learn about Amazing PRO’s products, services, and methodologies. Develop communication, problem-solving, and relationship-building skills. Provide feedback to improve Customer Success processes. **STRONGLY PREFERRED COMPETENCIES (NOT REQUIRED — WILL BE DEVELOPED)** **TECHNICAL:** * **Customer Service:** Experience in customer service and support (in-person or digital). * **Support Tools:** Familiarity with CRM and support platforms (e.g., Zendesk, Freshdesk). * **Product Knowledge:** Ability to quickly learn complex products and services. * **Written Communication:** Skill in drafting clear and effective emails and messages. **BEHAVIORAL:** * **Empathy:** Ability to understand and connect with customers’ needs and pain points. * **Proactivity:** Anticipate problems and seek solutions before they become critical. * **Problem Solving:** Ability to identify root causes and resolve issues efficiently. * **Organization:** Ability to manage multiple tasks and priorities. * **Collaboration:** Ability to work in teams and communicate effectively across departments. **INTERPERSONAL:** * **Oral Communication:** Clarity and courtesy in communication with customers. * **Active Listening:** Ability to attentively listen to customers’ needs. * **Patience:** Maintain composure and courtesy in challenging situations. * **Persuasion:** Ability to guide customers toward optimal solutions. * Provide customer support, promptly and efficiently answering questions and resolving issues. * + Closely monitor the customer journey, identifying potential friction points and proposing solutions to enhance the experience. + Assist in preparing performance reports and analyses to identify trends and improvement opportunities. + Actively participate in meetings and trainings to continuously improve knowledge and skills for better customer service. + Contribute to building strong, long-term customer relationships, ensuring retention and satisfaction. + Collaborate with other company departments—such as Sales and Marketing—to align strategies and ensure an integrated, effective approach. + Stay updated on market trends and technologies, consistently seeking innovation and differentiated solutions for customers. + Uphold the company’s image by conveying trust and professionalism in all customer interactions. + Continuously pursue personal and professional growth to become a Customer Success expert and significantly contribute to the company’s growth.