The **Customer Success Analyst** is responsible for supporting the management of the customer portfolio, ensuring that customers have a **positive, consistent, and results-oriented experience** with NextComm's solutions. They operate in a **consultative and relational manner**, accompanying the customer journey from onboarding, assisting with service adoption, preventing issues, and contributing to **customer retention and satisfaction**, always with team support and adherence to defined processes. * Support monitoring of the customer portfolio, ensuring closeness and effective communication; * Proactively contact customers for alignment, follow\-ups, and guidance; * Support the onboarding process for new customers, ensuring a clear and organized transition; * Identify questions, difficulties, and opportunities for improvement in the customer journey; * Record customer interactions, requests, and information in internal systems; * Collaborate with internal departments (Support, Sales, and Operations); * Monitor basic customer success metrics, such as satisfaction and engagement; * Support retention initiatives, churn prevention, and relationship strengthening; * Follow company-defined processes, policies, and best practices; * Contribute suggestions for continuous improvement of the customer experience.
João Silva
Indeed · HR
João Silva
Indeed · HR
