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

• Serve as the main point of contact for a designated portfolio of clients, cultivating trusted relationships and comprehending their business needs.

• Actively engage with customers through phone, email, and video calls to monitor progress, collect feedback, and enhance relationships.

• Address customer inquiries via email, chat, and phone with empathy, clarity, and efficiency.

• Monitor customer engagement and proactively identify risks, unmet needs, and opportunities for growth.

• Collaborate cross-functionally with Legal, Product, and Sales teams to resolve complex issues and implement enhancements.

• Track KPIs, satisfaction metrics, and feedback to derive insights and enhance the overall customer experience.

• Create and deliver customized success plans, conduct regular check-ins, and follow up in alignment with customer goals.

• Advocate for customers internally, ensuring their voice influences decision-making and innovation.

• Proven experience in Customer Success, Account Management, or Customer Experience.

• Ownership mentality with the ability to drive and execute customer initiatives.

• Empathy, strong problem-solving abilities, and a passion for facilitating the success of others.

• Proficiency with CRM tools and an analytical approach to customer data.

• Proactive mindset, curiosity, adaptability, and a collaborative attitude.

• Exceptional written and verbal communication skills.

• Corporate University - ALURA

Customer Success Analyst

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