Customer Success Analyst – B2B

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

📋 Description

• Data Analysis: Utilize statistical tools and analytical methods to interpret and evaluate collected data, identifying patterns, trends, and valuable insights. Make informed recommendations and strategic decisions based on the results.

• Reporting and Presentations: Create detailed and succinct reports that summarize research findings. Develop impactful presentations to effectively convey results to stakeholders.

• Platform Management: Oversee and organize the platform to ensure it contains client-relevant information, address the need for updates, and maintain data integrity and confidentiality.

• Client Relationship: Foster and sustain a positive, trust-based connection with clients, serving as their main point of contact for inquiries, concerns, or requests.

• Support and Troubleshooting: Offer technical assistance and support to clients in resolving issues, ensuring prompt and effective handling of their concerns.

• Identifying Client Needs: Actively seek to comprehend clients’ needs and objectives, discovering ways to enhance value and better fulfill their expectations.

• Feedback Collection: Gather client feedback regarding the product/service, support, and overall experience, and communicate this information to relevant departments to aid in continuous improvement.

• Thoroughly understand all solutions provided by the company.

• Engage proactively with clients to foster strategic applications of the solutions.

• Develop plans and initiatives to promote platform adoption and utilization.

• Manage onboarding processes and activate clients post-sale.

• Provide training and consulting services.

• Conduct meetings and presentations.

• Deliver practical solutions tailored to clients’ daily requirements.

• Monitor the customer success journey.

• Develop and enhance the customer journey.

• Grasp the definition of success for each client.

⛳️ Requirements

• Demonstrated experience in providing customer service to major Higher Education Institutions within the country.

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

• Empathy and active listening skills to effectively understand client needs.

• Ability to collaborate and work within a team across various departments.

• Results-driven with a strong emphasis on customer satisfaction.

• Proactive approach to problem-solving.

• Exceptional verbal and written communication abilities.

• Previous experience in customer service, support, or client relationship roles is a plus (B2B).

• Flexibility to adapt to diverse projects and deadlines.

• Strong analytical capabilities with the ability to work with both quantitative and qualitative data.

• Motivated by challenges and dedicated to achieving results.

• Willingness to travel.

• Proficiency in Spanish.

• Competitive mindset and quick learner.

• Ownership mentality, experience in training, and strong customer service skills.

• Creativity and initiative in resolving conflicts.

• Familiarity with Customer Success methodology.

🏝️ Benefits

• Paid leave (30 days every 12 months worked) 🏖️

• Annual performance bonus in accordance with the current policy for your role; 💰

• Birthday day off;

• Health insurance; 🏥

• Dental plan; 🦷

• GymPass (health and wellness pass);

• Opportunities for growth, with a focus on internal promotions.