[CS] Senior Customer Success Analyst | Remote

Description

Job Summary: Work on Customer Success and business interests related to the acquired solution and services, delivering an improved user experience at every stage of the journey with TOTVS. Key Highlights: 1. Contribute to customer success throughout their lifecycle 2. Monitor satisfaction, metrics, engagement, and retention of the customer portfolio 3. Manage TOTVS's customer portfolio **[CS] Senior Customer Success Analyst | Remote** ====================================================== TOTVS | Florianópolis - SC | Hybrid Job Description Work on Customer Success and business interests related to the acquired solution and services, delivering an improved user experience at every stage of the journey with TOTVS. Responsibilities and Duties * Contribute to customer success throughout their lifecycle by proactively engaging with TOTVS departments to identify expansion opportunities and reduce churn risks; * Monitor and contribute to customer satisfaction, metrics, engagement, and retention across the customer portfolio using available tools, proposing improvement actions when necessary; * Contribute to and propose continuous improvement initiatives to enhance the customer experience, interacting with and sharing insights across internal TOTVS departments; * Manage TOTVS's customer portfolio using available tools; * Identify and route customer expansion opportunities and churn risk mitigation actions to the responsible department via internal communication channels; * Promote communications regarding TOTVS’s portfolio, processes, events, products, and services to customers throughout their entire journey; * Perform follow-up and record customer requests via official communication channels within the organization; * Maximize the use of our solutions and/or services by presenting best practices and designing actions aimed at achieving the customer’s desired outcomes; * Manage performance of medium-complexity (SMB) customers in using TOTVS products and services throughout their journey, tracking customer success criteria and anticipating potential issues; * Conduct Executive Business Reviews (EBRs) on cadences determined by the customer portfolio; * Create and present customer performance reports for key indicators when required. Requirements and Qualifications * Customer Success — intermediate level; * Customer Experience — basic level (familiarity); * Microsoft Office or GSuite — intermediate level; * Approx. 2 years of experience in customer service or related areas; * B2B company experience is desirable. Desirable Qualifications * CS and CX experience preferred; * Intermediate English or Spanish (based on customer portfolio). 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 through 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, providing guidance across multiple specialties including psychology, social work, pet consulting, etc.; * Einstein Conecta: free online medical consultation service provided by physicians from Hospital Israelita Albert Einstein; * Health and dental insurance; * Meal and/or food allowance; * Transportation allowance and shuttle buses at select metro stations; * Extended maternity and paternity leave; * Lactation 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 chairs; * Gympass. About the Company As a technology industry leader, we are a community of nonconformists driven by innovation, autonomy, learning, and performance. Together, we create opportunities, transform futures, and share knowledge. Your professional development happens here in an inclusive, respectful, and energizing environment — people supporting people! We pursue sustainable growth, leveraging data and AI to deliver smarter, more efficient results for our customers. Join us to innovate and build the future of technology. #VemPraTOTVS #SomosTOTVS