Customer Success Analyst – Engagement

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

📋 Description

• Oversee a customer portfolio during the early stages of their journey, facilitating system implementation and user adoption.

• Perform diagnostics on business and customer pain points to define, track, and implement a success plan in accordance with the Omie Ecosystem.

• Acquire in-depth knowledge of the product to effectively promote customer adoption.

• Act as the main point of contact and strategic ally throughout the customer's initial experience, ensuring their satisfaction.

• Alternate between high-touch interactions (meetings and phone calls) and scalable communication channels (email and WhatsApp).

• Proactively identify risks and take measures to mitigate churn, with a strong emphasis on customer retention.

• Track health and engagement metrics to guarantee customers derive value from the solution and achieve their success.

⛳️ Requirements

• Prior experience managing medium to high-volume customer portfolios.

• Capacity to juggle multiple concurrent demands while maintaining service quality.

• Excellent communication skills with diverse audiences, demonstrating active listening and clear, empathetic responses.

• Flexibility to adapt to dynamic environments and ongoing changes.

• Proficient in interpreting data and converting insights into actionable plans.

• A genuine passion for helping others.

• Experience in managing SaaS customer portfolios is advantageous.

🏝️ Benefits

• Dental Plan | Amil Dental

• Health Plan | Bradesco Saúde

• Mental Health Platform

• Telemedicine Platform

• Life Insurance | Prudential

• Pharmacy Benefit

• Gym Allowance

• Birthday Day Off

• Flexible Meal Allowance

• Home Office Allowance

• Childcare Assistance

• Commuter Voucher and Company Shuttle

• Discount Platforms (Allya, SwileShop and Dell)

• Educational Benefits

• Travel Benefits

• Pet Health Plan

• SESC

• Profit Sharing (PPRL)