Customer Success Analyst – CSA

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

📋 Description

• Focus on enhancing customer retention strategies;

• Sustain ongoing communication with customers;

• Adjust and configure Aprova to fit clients' business requirements;

• Proactively and reactively address queries submitted via email or helpdesk;

• Investigate, document, and resolve client issues;

• Conduct both remote and in-person follow-up meetings with a tactical and strategic approach;

• Develop workflows and create engagement/training materials for clients;

• Assess the health of your portfolio and provide suitable solutions to meet their needs, driving revenue growth through cross-selling, up-selling, and account expansion; formulate action plans for clients at risk.

⛳️ Requirements

• Completed Bachelor’s degree;

• A strong interest in technology, including familiarity with programming languages and management/ERP systems;

• Enjoys facing challenges and is driven to overcome them consistently;

• Excellent verbal and written communication abilities;

• Eagerness to implement and enhance team processes;

• Possesses soft skills for nurturing high-touch customer relationships;

• Basic proficiency in Google Sheets;

• Experience in customer-facing roles (support, post-sales, sales, etc.);

• Willingness to travel.

• Additional / Nice-to-haves:

• Degree in Civil Engineering, Architecture, Industrial Processes, or related disciplines;

• Background in GovTech;

• Experience working in a startup setting;

• Negotiation experience, knowledge of SaaS metrics, and/or background in software services (SaaS);

• Familiarity with project management tools (Jestor);

• Experience with helpdesk systems (Movidesk) and CRM platforms (Salesforce);

• Knowledge of public procurement and bidding processes.

🏝️ Benefits

• Company-sponsored health insurance (100% covered)

• Dental coverage

• Meal allowance

• Life insurance

• TotalPass

• 20-day paternity leave

• Informal, relaxed workplace with fantastic colleagues

• Daily opportunities for learning and facing new challenges.