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Job Summary: Work as a Customer Success Analyst focused on large electricity consumers, engaging customers in a consultative and strategic manner. Key Highlights: 1. Consultative and strategic engagement focused on the customer 2. Engagement with energy products and market 3. Opportunity to promote upsell and cross-sell The mission of the person we seek for the Customer Success Analyst role is to work with clients in a Mid-Touch portfolio. This person will serve the large electricity consumer segment via PowerHub, one of Way2 Technology’s software platforms. Their mission is to engage clients with the product through consultative and strategic actions. Therefore, solid knowledge of the energy market is essential to guide best practices aligned with the client’s expected objectives. **On a day-to-day basis, you will:** * Analyze data and monitor engagement and satisfaction metrics to understand customer behaviors and needs; * Collaboratively define, with the client, an action plan tailored to their business context, acting as a supporter and mediator to help the client achieve desired outcomes; * Proactively implement retention initiatives and prevent potential cancellations (churn) or relationship deterioration; * Promote upsell and cross-sell to enhance or expand customer experience and results; * Organize and support the facilitation of scheduled or periodic meetings with portfolio clients, focusing on delivering higher-value outputs, identifying and addressing potential blockers; * Support training on platform usage and advise on energy market best practices; * Serve as the customer’s voice within Way2, supporting cross-functional activities (with Product, Operations, Development, Quality, and Support teams) to ensure mutual understanding of priorities impacting value delivery to the customer and guaranteeing that defined strategies align with agreed expectations. **What matters to us (Requirements):** * Degree in Energy Systems, Energy Engineering, Electrical Engineering, or related fields; * Experience in Customer Success or Sales within electric utility companies; * Proficiency in building interpersonal relationships via phone, email, and remote meetings; * Fluency in Portuguese, with excellent written and oral communication skills; * Strong organizational and self-management skills; * Agility, communication skills, boldness, and results orientation. **Nice-to-have (Differentiators):** * Experience with SaaS companies; * Proficiency in tools such as Excel and Power BI; * Aptitude for video creation/recording. **Benefits:** * Flexible working hours; * Permanent remote work option; * Flexible benefit \- Via a Visa credit card, you receive Food/Meal and Home Office allowances (for remote workers), with the option to allocate the balance across categories including Food, Mobility, Home Office, Culture, Health, and Education. * Commuter Pass (no payroll deduction) or free parking (for on-site or hybrid work). * Health Insurance \- No monthly fee and no co-payment; * Dental Insurance \- No monthly fee; * Guapeco \- Pet Health Insurance; * Wellhub; * Sesi Viva \+ (telemedicine platform offering consultations with nutritionists and psychologists at reduced rates); * Mental Health Support (discounts with partner therapists); * Birthday Day Off; * Extended maternity/paternity leave; * Extended maternity and paternity benefits; * Online Workplace Gym; * Feedback-oriented culture (monthly and individual); * Professional development culture; * Internal recruitment; * Referral bonus program; * SESC partnership; * Pharmacy network partnerships (purchases may be deducted from payroll); * ACATE (Santa Catarina Association of Technology) partnership. Ah! At Way2, we value diversity and inclusion of all individuals; therefore, all our positions are also open to people with disabilities (PwD) :)
