Customer Success

Description

Job Summary: Customer Success Analyst focused on being the guardian of the customer journey, transforming technical complexity into agile solutions for retention and growth. Key Highlights: 1. Proactive portfolio management and communication orchestration 2. Focus on building long-term relationships and preventing churn 3. Extreme accountability and analytical perspective on customer support processes Customer Success (CS) Analyst | Junior or Mid-level Your mission is to be the guardian of the customer journey at **IMPULSO**. More than just replying to messages, you are the strategist who brings **Relentless Focus on Results** to life. You transform technical complexity into agile solutions, ensuring customer trust translates into retention and growth. Core Responsibility Proactively manage the customer portfolio, orchestrating communication between partner needs and technical delivery. You own support, ensuring SLA adherence is not merely a target but a commitment to excellence. Amplifying the Legacy Ensure technical support becomes IMPULSO’s competitive differentiator. Your role is to build long-term relationships that shield accounts from *churn* and prepare the ground for expanding the customer’s **Legacy** of growth. What You’ll Do? (Scope of Work) At the Junior/Mid-level, your routine demands **Extreme Accountability** and an analytical view of support processes: * **Strategic Community Management:** Lead communication in group channels, anticipating questions and educating customers on platform/service best practices. * **Technical Diagnosis and Triage:** Not only open tickets, but perform precise pre-diagnosis. At the **Mid-level**, you’re expected to propose solution pathways even before engaging the technical team. * **Workflow Management:** Monitor ticket lifecycle in the system, internally enforcing deadlines and keeping customers informed with consultative feedback. * **Satisfaction Analysis:** Identify early warning signs (red flags) in customer health and report cancellation risks with immediate action plans. * **Process Optimization:** Suggest improvements to the support workflow to reduce average first response time (FRT) and resolution time. Non-negotiable Attitudes (IMPULSO Culture) We seek a professional who lives the **IMPULSO CODE**: * **Relentless Focus on Results:** You don’t rest until the customer’s problem becomes a documented, approved solution. * **Extreme Accountability:** If the customer is in your group, their journey is yours. You are the “single point of contact” who resolves—not just forwards. * **Doing the Simple Things Well:** Ability to translate complex technical terms into human, empathetic, and direct language. * **Long-term Vision:** Understanding that every interaction is a brick in building customer loyalty. Requirements and Differentiators **Experience** Customer Success, Support, or B2B Customer Service. B2B CS/Support, preferably in SaaS or agencies. **Communication** Impeccable, fast, and empathetic written communication. Persuasive writing, conflict management, and negotiation skills. **Tools** Basic knowledge of CRM and ticketing tools (e.g., Zendesk, HubSpot). Basic knowledge of CRM, metrics analysis (Churn, NPS, LTV), and Excel/Dashboards. **Autonomy** Operates with minimal daily supervision. Resolves crises and proposes process improvements without requiring direction. * **Differentiator:** Knowledge of agile methodologies and prior experience in the [insert IMPULSO niche, e.g., Digital Marketing/Education] industry. Compensation: R$2.000,00 \- R$3.000,00 per month Work Location: On-site