Customer Success

Description

Job Summary: Customer Success is responsible for supporting customers, ensuring effective product usage, achievement of goals, and a positive experience through proactive support and success monitoring. Key Highlights: 1. Proactive customer support and portfolio monitoring 2. Focus on customer retention, satisfaction, and growth 3. Continuous improvement of processes and customer experience **CUSTOMER SUCCESS** **FUNCTION PURPOSE** * Customer Success is responsible for supporting company customers throughout their journey, ensuring effective use of products and services, achievement of their goals, and a positive experience. Its mission is to provide proactive support, portfolio monitoring, and success metric tracking, directly contributing to customer retention, satisfaction, and growth. **RESPONSIBILITIES** * Customer Support: Assist customers in resolving questions and issues related to product and service usage, providing clear and efficient technical and operational support. * Account Management: Support the customer lifecycle, ensuring engagement and appropriate platform usage. * Feedback Collection: Gather feedback on customer experience and share insights with the Customer Success team for continuous process and experience improvement. * Customer Onboarding Support: Support integration of new customers, ensuring they understand platform functionality and derive value from the outset. * Success Metric Monitoring: Track metrics such as NPS, churn, engagement, and activation, contributing analyses and insights to optimize support. * Identification of Improvement Opportunities: Suggest improvements to support processes and identify growth opportunities within the customer portfolio. * Process Documentation and Reporting: Assist in organizing information, documenting processes, and preparing follow-up reports. **REQUIREMENTS** * Prior experience in Customer Success (CS) or Customer Experience (CX). * Strong verbal and written communication skills. * Empathy and customer focus. * Aptitude for logic and structured reasoning to understand processes and guide customers clearly. * Organizational ability and adherence to processes. * Analytical thinking and strategic vision. * Ability to work collaboratively in teams. * Proficiency in Excel. * Fluency in Portuguese. * Familiarity with CRM tools and customer service platforms is a plus. * Basic data analysis and reporting skills. **REQUIRED WORK TOOLS** * Laptop/computer; * Camera; * Workspace; * Microphone. * Excellent internet connectivity; **ADDITIONAL INFORMATION** * Work model: **remote;** * Compensation: **R$2\.500,00 fixed \+ R$100,00 internet allowance \+ commission up to R$1\.000,00;** * Employment type: **PJ**. **Benefits:** * Wellhub; * Starbem; * Dasa; * Avus; * Birthday Day Off; * Birthday Gift; * Wedding Gift; * Newborn Gift.