Customer Success Analyst

Description

Job Summary: Manage the customer experience from onboarding to retention, ensuring satisfaction and identifying opportunities for continuous improvement. Key Highlights: 1. End-to-end customer experience management, focused on retention and value. 2. Collaborate on continuous improvement of Customer Success processes. 3. Strategic mediation between customers and internal teams. For over three decades, since our earliest steps, we embraced a mission that became the heart of our business: delivering accounting solutions that transcend mere numbers. Our family—comprising over 180 passionate specialists—is ready to make a difference in our clients’ businesses. Each team member brings an unwavering commitment to excellence—a value we deeply pride ourselves on. With Total Quality Certification and support from our Corporate University, we invest heart and soul into the ongoing development and training of our employees. We believe that by growing together, we elevate the standard of services and solutions we deliver to our clients. Our strength lies in our team—composed of certified accountants, financial consultants, and tax specialists. Our leaders bring decades of market experience, ensuring our clients always receive top-tier deliverables. Join us in solving challenges together! **Customer Success Analyst** **Requirements:** * Bachelor’s degree completed or in progress in Business Administration, Accounting Sciences, Commercial Management, Marketing, or related fields. * Strong verbal and written communication skills, with the ability to express ideas clearly during meetings and client interactions. * Organizational and task management skills, including deadline tracking and demand prioritization. * Proactive mindset, focused on problem-solving and possessing strong interpersonal relationship skills. * Basic knowledge of digital tools and management systems (ERP/CRM). **Responsibilities:** * Responsible for managing the customer experience—from initial engagement through ongoing portfolio management—with emphasis on retention and value generation. * Conduct onboarding, guiding customer integration, aligning expectations, defining communication workflows, and performing app registration and training. * Monitor the customer’s first months, tracking the action plan, identifying deviations, and collaborating with internal departments to ensure smooth adaptation to our service model. * Organize and lead progression meetings, consolidating information, presenting results, collecting feedback, and defining next steps. * Manage the customer portfolio, monitoring satisfaction levels, identifying risks, and proactively addressing issues to prevent cancellations. * Mediate communication between customers and internal departments, ensuring alignment, resolving inquiries, and handling conflicts. * Lead retention initiatives, analyzing cancellation requests and exploring alternatives to reverse them. * Identify new business opportunities (cross-sell, up-sell, referrals) and forward them to the sales team. * Maintain updated records in systems (Sankhya/CRM), ensuring data quality and supporting performance indicators. * Participate in the continuous improvement of Customer Success processes, contributing to standardization and service evolution. **Benefits:** * Meal Allowance; * Transportation Allowance; * Life Insurance; * Health Insurance; * Dental Insurance; * Gympass; * TEM Saúde – Health Assistance for family members; * PASS Support – Psychological, Legal, Financial, Social, and Nutritional assistance; * Educational Subsidy; * Employee Association; * Corporate University. **Working Hours:** Business hours, Monday to Friday. Interested candidates should send their resumes to the email: recrutamento@audiconcontadores.com.br Compensation: R$3,000.00 – R$3,500.00 per month Work Location: On-site