Customer Success Analyst

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

📋 Description

• Oversee the customer journey to guarantee effective use of the product or service, ensuring they receive the anticipated value;

• Offer training and support to enhance product usage and assist customers in achieving their objectives;

• Proactively identify potential issues before they escalate, seeking tailored solutions;

• Gather and analyze customer feedback to provide insightful information for enhancements to products and services;

• Track key performance indicators (KPIs) and metrics to evaluate the health of customer relationships, identify trends, and make informed decisions based on data;

• Act as the main point of contact, cultivating robust relationships and facilitating seamless communication with internal teams, including technical support and product development;

• Actively strive to minimize customer churn, concentrating on contract renewals and fostering a positive customer experience;

• Recognize and propose upselling (upgrading to a higher-tier plan) and cross-selling (offering complementary products) opportunities to enhance customer value.

⛳️ Requirements

• Must reside in or be willing to move to Cascavel, PR;

• Excellent verbal communication and strong writing abilities;

• Familiarity with sales and customer management principles;

• Proficient conflict management skills;

• Strong communication skills for clear and assertive interactions with customers;

• Empathetic understanding of customers' needs and challenges;

• Emotional intelligence to manage various profiles and situations with composure;

• Capable of resolving conflicts and issues, ensuring a positive customer experience;

• Willingness to travel;

• Completed or currently pursuing technical or higher education in administration, project management, or related fields.

🏝️ Benefits

• CAJU meal voucher - (approximately BRL 620.00/month);

• Transportation voucher;

• Birthday day off: enjoy your day however you choose;

• On-site exercise sessions (workplace gymnastics) three times a week;

• Wellhub (Gympass);

• Psicologia Viva: we prioritize your overall mental health — two free psychologist sessions per month;

• Conexa: a platform with health professionals for comprehensive care at affordable rates — two free monthly consultations with a nutritionist;

• Secure/covered parking;

• Break room furnished with a microwave, refrigerator, and tables for on-site dining;

• Fruit Day (fresh fruit provided);

• HouseStock — yes, we have an on-site market;

• Flexible dress code — we want you to feel at ease;

• Flexible working hours;

• Health plan agreement with Unimed;

• Network of partner benefits and discounts.