Senior Customer Success Analyst

Description

Job Summary: Drive Customer Success and align business interests with the acquired solution and services to deliver an enhanced user experience across all stages of the customer journey at TOTVS. Key Highlights: 1. Optimize the customer experience and increase satisfaction 2. Monitor and contribute to customer satisfaction and retention 3. Develop and propose continuous improvement initiatives **Senior Customer Success Analyst** ====================================== TOTVS | São Paulo - SP | Hybrid Job Description Drive Customer Success and align business interests with the acquired solution and services to deliver an enhanced user experience across all stages of the customer journey at TOTVS. Responsibilities and Duties * Optimize the customer experience and increase satisfaction at every touchpoint of the customer journey by mobilizing and coordinating related teams; * Monitor and contribute to customer satisfaction, metrics, engagement, and retention using available tools, proposing improvement actions when necessary; * Develop and propose continuous improvement initiatives to enhance the customer experience, interacting with and sharing insights across internal TOTVS departments; * Conduct customer onboarding and ongoing support for TOTVS customers using available tools; * Identify and route expansion opportunities (cross-sell and upsell) to the responsible team via internal communication channels; * Promote communications regarding TOTVS’s portfolio, processes, events, products, and services to customers throughout their journey; * Perform follow-up and documentation of customer requests through official communication channels; * Maximize the use of our solutions and/or services by presenting best practices and designing actions aimed at achieving the customer’s desired outcomes; * Support customer retention and achievement of customer satisfaction goals through action plans defined by the department; * Manage high-complexity customer performance in using TOTVS products and services throughout the entire journey, monitoring customer success criteria and proactively anticipating potential issues; * Conduct Executive Business Reviews (EBR) on cadences determined according to the customer portfolio; * Create and present customer key performance indicator (KPI) tracking reports as needed; * Support customer participation in TOTVS engagement initiatives through existing communication channels and tools. Requirements and Qualifications * Bachelor’s degree, preferably in Business Administration, Marketing, Information Systems, Design, Social Communication, or related fields; * Solid experience in Customer Success and Customer Experience; * Advanced proficiency in Microsoft Office Suite and/or Google Workspace. Desirable Qualifications * Experience supporting enterprise clients in digital commerce; * Experience generating KPIs through data analysis (Power BI, Looker Studio); * Experience with public cloud platforms. Salary Range To be determined Employment Type CLT Benefits * TOTVS Network University: a corporate university offering free content and certifications for all employees; * +Saudáveis Program: supports each TOTVER with advisory services and initiatives focused on physical, mental, and financial well-being; * +Vantagens Program: Latin America’s largest discount network, exclusively for our employees; * +Cuidado Program: personal support program for employees and their families, offering guidance across multiple specialties including psychology, social work, pet consulting, etc.; * Einstein Conecta: free online medical consultation service provided by physicians from the Albert Einstein Israelite Hospital; * Health and dental insurance; * Meal and/or food allowance; * Transportation allowance and shuttle buses at select metro stations; * Extended maternity and paternity leave; * Nursing room; * Bicycle parking; * Changing rooms; * Life insurance; * Childcare allowance; * Private pension plan; * Office designed to foster creativity and productivity, featuring snack areas, game rooms, billiard tables, and relaxation lounges; * Gympass. About the Company If you are a kind person who loves learning and is passionate about results, you’re in the right place! As Brazil’s largest technology company, we aim to build a stronger ecosystem with people who love innovation and believe in collaboration to make a difference! We offer a dynamic environment that celebrates diversity, promotes inclusion, and constantly pursues outstanding results! We believe in the transformative power of technology and its ability to help build a more diverse and inclusive society. That’s why we are committed to our diversity and inclusion policy and programs, ensuring an increasingly representative, respectful, and welcoming ecosystem. #DareAndTransform #BeTOTVS