Customer Success Analyst – B2B

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

📋 Description

• Analyze and interpret gathered data using statistical tools and analytical methods to uncover patterns, trends, and insights.

• Formulate conclusions and propose strategic actions based on the analysis.

• Create reports and presentations to effectively convey results to stakeholders.

• Organize and uphold the platform with pertinent customer information.

• Comprehend data-mapping and adjustment requirements while ensuring data integrity and confidentiality.

• Build and maintain positive, trust-based relationships with customers.

• Act as the main point of contact for inquiries, issues, and requests.

• Provide technical support and assist in promptly resolving issues.

• Anticipate customers’ needs and goals, as well as explore ways to deliver additional value.

• Collect feedback regarding the product, service, and customer experience, and relay it to the appropriate departments.

• Acquire an in-depth understanding of all solutions provided by the company.

• Work alongside customers to create strategic use cases for the solutions.

• Formulate plans and actions to encourage platform adoption.

• Conduct onboarding and activate customers following the sale.

• Deliver training, consulting, meetings, and presentations.

• Offer practical solutions for customers’ everyday requirements.

• Oversee and enhance the customer success journey.

• Grasp what success means for each individual customer.

⛳️ Requirements

• Experience in supporting customers at prominent higher education institutions nationwide.

• Degree in Business Administration, Health Sciences, or a related discipline.

• Empathy and active listening skills to comprehend customer needs.

• Ability to work collaboratively within a team and engage with other departments.

• Results-oriented mindset with a focus on customer satisfaction.

• Capability to understand and proactively address issues.

• Exceptional verbal and written communication skills.

• Prior experience in customer service, support, or B2B customer relationship management is advantageous.

• Flexibility to adapt to various projects and deadlines.

• Analytical skills and proficiency in working with both quantitative and qualitative data.

• Motivated by challenges and dedicated to achieving results.

• Fluent in Spanish.

• Willingness to travel is an advantage.

• Competitive attitude and ability to learn quickly are beneficial.

• Ownership, training abilities, and customer service experience are advantageous.

• Creativity and initiative in handling conflict situations are a plus.

• Familiarity with the Customer Success methodology is a plus.

🏝️ Benefits

• Paid leave (30 days for every 12 months worked).

• Annual performance bonus based on results, in line with the policy applicable to the position.

• Birthday day off.

• Health insurance.

• Dental insurance.

• Gympass (health and wellness benefit).

• Opportunities for growth, with preference given to internal career advancement.

• Work-from-home arrangement.

• This position is also open to candidates with disabilities.