Analista Customer Success, Pleno

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Ensure the delivery of promised results and monitor the customer's journey after the contract is signed.

• Track key performance indicators and take proactive measures to prevent cancellations.

• Conduct monthly performance meetings with clients.

• Identify bottlenecks in Marketing, Customer Service, and Sales.

• Develop and implement recovery plans for at-risk clients.

• Work on increasing the average revenue per client in the portfolio.

⛳️ Requirements

• Over 2 years of experience in Customer Success.

• Empathy and active listening skills.

• Ability to understand performance reports and identify areas for improvement.

• Knowledge and ability to interpret Digital Marketing metrics: CPL (Cost per Lead), CPA, ROAS, CTR, Conversion Rate, and Cost per Appointment.

• Understanding of the conversion funnel: from click to appointment.

• Management of customer portfolios with a focus on risk and potential.

• Ability to turn Digital Marketing data into concrete action plans.

• Proficiency in CRM tools for account tracking and management.

• Conduct consultative meetings and performance presentations.

• Execute upsell, cross-sell, and renewal strategies.

• Organize and prioritize simultaneous demands across multiple accounts.

• Use task management tools effectively.

• Clear, consultative communication tailored to the client's profile.

• Familiarity with business KPIs: ROI, LTV, NPS, and Churn.

• Ability to coordinate deliverables among internal teams: traffic, copy, and sales.

• Proactivity in identifying and resolving issues.

• Strong sense of responsibility regarding deliverables and deadlines.

🏝️ Benefits

• Bonus structure.

• Flexible working hours.

• Career development plan.