Customer Success

Description

Job Summary: The Relationship team aims to strengthen strategic partnerships, promote retention and growth of the commercial partner portfolio, and ensure a high-value customer journey. Key Highlights: 1. Manage a fixed portfolio of commercial partners and strengthen relationships 2. Address operational inquiries and identify cross-sell/up-sell opportunities 3. Fast-paced environment with challenges and development opportunities **How the Relationship Team Builds Loft:** The Relationship team’s mission is to ensure a consistent, high-value journey for our commercial partners—strengthening strategic ties, driving retention and portfolio growth, and expanding cross-sell and up-sell opportunities. We operate closely, proactively, and results-oriented, ensuring each partner receives the support needed to grow alongside Loft/Fiança Aluguel. We seek individuals who embrace challenges, deliver consistent results as part of a team, do the right thing, and recognize strong development opportunities in fast-moving, dynamic environments like ours. We believe that to fulfill our mission and contribute to building Latin America’s largest and best real estate ecosystem, we need a team aligned with our purpose and embodying a high-performance mindset. **Challenges You’ll Face:** * Manage a fixed portfolio of commercial partners, adjusting contact frequency according to partner size; * Conduct regular proactive outreach (calls, WhatsApp, virtual/in-person meetings) to understand needs and support partner growth; * Conduct virtual visits and, where applicable, in-person visits to reinforce strategic relationships; * Address operational inquiries and requests via Octadesk—including credit analysis, contract activation and renewal, delinquency, exoneration, and product information; * Proactively follow up on performance, re-engage partners at risk of churn, and identify cross-sell and up-sell opportunities; * Use RD Station to organize schedules, relationship pipelines, and follow-ups; * Maintain spreadsheets and trackers (Google Sheets/Excel) with data, interaction history, and status updates; * Ensure complete, organized, and up-to-date records of all actions and interactions. **What You Need to Unlock This Role?** * Strong written and verbal communication skills; * Analytical mindset focused on problem solving; * Organizational discipline to follow processes and keep trackers updated; * Proactivity in identifying improvement opportunities with partners; * Interest in learning about Loft/Fiança Aluguel products; * Ability to manage multiple concurrent responsibilities (relationship management, support, and tracking); * Familiarity and experience with tools such as Octadesk, Inter-IP, RD Station, and Google Sheets/Excel are advantages. **Additional Information** Caju \- Greater flexibility to use your benefits (Meal, Food, Mobility, Health, Remote Work, Culture, and Education); Health Insurance \- Sulamerica Life Insurance \- Prudential ️WellHub \- Access to gyms across Brazil Wellz\- Mental Health Platform LinkedIn Learning \- Educational platform to accelerate professional development Parental Leave \- For parents Guapeco \- Pet Health Plan with discount ️Work \- Hybrid