Customer Success Analyst, Mid-level – Engagement

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

📋 Description

• Engage with customers: Alternate between personalized interactions (meetings/phone) and large-scale communication channels (email/WhatsApp), ensuring a consistent engagement aligned with each customer's requirements.

• Be consultative: Perform business diagnostics to pinpoint customer challenges and develop, track, and implement a success strategy linked to the Omie Ecosystem.

• Monitor outcomes: Assess health and engagement metrics, striving to ensure customers recognize the value of the solution and attain success.

• Focus on retention: Safeguard your portfolio by proactively identifying risks and implementing measures to avert cancellations.

• Ensure customer satisfaction: Act as the main point of contact and strategic ally throughout the customer's onboarding experience.

• Guide the journey: Oversee a portfolio of customers in the initial phases, ensuring the effective implementation and adoption of the system.

• Know the product: Attain comprehensive product knowledge to effectively engage customers and encourage adoption.

⛳️ Requirements

• Excellent communication skills across diverse customer profiles, demonstrating the ability to listen and respond with clarity and empathy.

• Capability to manage multiple simultaneous demands without sacrificing service quality.

• Comfort in dynamic environments where change is constant and regarded as an opportunity.

• Previous experience managing medium- to high-volume portfolios (prioritization is essential).

• Ability to analyze data and convert numbers into actionable strategies.

• Experience in SaaS account/portfolio management.

• A genuine passion for assisting others.

🏝️ Benefits

• Flexible benefit / Meal voucher: R$45.00 per working day.

• Remote work allowance.

• Need to work on-site? We provide a transport allowance. For those commuting by train/metro, there is a company shuttle from the station to the office.

• Bradesco health insurance plan.

• Amil Dental dental plan.

• Pharmacy allowance.

• Childcare assistance.

• Birthday day off, so you can celebrate however you like!

• Partner apps for accredited gyms to support physical health and wellness.

• Partnerships with online therapy and meditation platforms for mental health and wellness.

• Partnership with SESC - Full Credential.

• Exclusive discounts at leading universities and educational institutions for undergraduate, postgraduate, and MBA courses, plus free access to Omie Academy for employees.

• Partnership for English in Company courses.

• Employee discount program for insurance products.

• Swile Shop: platform for exclusive discounts.

• Partnership with Dell.

• PPRL.

• Travel benefits.

• Life insurance.