Customer Success Analyst

📋 Description

• Advise clients on optimal practices for utilizing the solutions, emphasizing quick value realization and seamless platform adoption;

• Provide technical and functional training to standardize solution usage across Higher Education Institutions (HEIs);

• Oversee contracted usage and consumption (FTE), taking proactive measures on deviations and risks of low engagement;

• Implement Customer Success playbooks, reaching out proactively to clients exhibiting risks or strategic challenges;

• Identify root causes of risk, including low usage, value misalignment, or operational friction, and formulate clear action plans;

• Collaborate effectively on at-risk accounts, focusing on impact and scalability;

• Grasp the context and business rules of HEIs to facilitate proper use of the solution;

• Act as a support point for client ideas and needs, evaluating feasibility and direction;

• Monitor critical tickets with the support team, ensuring timely progress and resolution;

• Share the product roadmap and relevant enhancements, aligning client expectations;

• Organize workshops and group sessions to align objectives when necessary;

• Assist the support team in complex cases requiring a deeper understanding of the client context.

⛳️ Requirements

• Completed or ongoing Bachelor’s degree in Business Administration, Marketing, Communications, Information Systems, Information Technology, Pedagogy, Educational Management, or related disciplines;

• Proficient in Microsoft Office;

• Familiarity with process management tools;

• Experience with educational technology products;

• Prior experience in Customer Success;

• Excellent verbal and written communication abilities.

• Differentials:

• Background in the education sector;

• Intermediate proficiency in Spanish;

• Experience in SaaS companies.

🏝️ Benefits

• We offer meal and food allowances, along with a transportation allowance;

• Your health is our priority! We provide medical and dental plans with 100% of the monthly premium covered by the company;

• Benefits for mothers include daycare assistance;

• Access to gyms through Wellhub (Gympass) – a network with over 250 activity types across more than 50,000 locations;

• We are dedicated to achieving goals and targets: our Profit Sharing Program is in place;

• Celebrate your special day! Enjoy one day off during your birthday month;

• We are enthusiastic about learning! We offer educational assistance for undergraduate, language, and postgraduate courses, along with discounts at partner institutions.