Customer Success Analyst – Retention

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

📋 Description

• Assess the customer's situation or problem: Engage promptly via call or Zoom with clients who have requested product cancellation, approaching them in a friendly manner to comprehend the underlying reasons for their cancellation.

• Proposal of solutions: After assessing the situation, align the customer's pain points with our solution, showcasing how it can enhance their digital marketing and sales outcomes.

• Negotiation: Retention may sometimes involve selling a new product or project; thus, it may be essential to renegotiate pricing and contractual agreements.

• Comprehensive process management: Assist the customer from the initial cancellation request, aid in the decision-making process, reintegrate the customer into the cycle, or finalize their contract journey while maintaining records of interactions, agreements, and both qualitative and quantitative data.

⛳️ Requirements

• Prior experience in roles that require direct negotiation with customers (pre-sales, sales, recovery, collections, renewals, Customer Success).

• Resilience to navigate challenging negotiations and effectively address sales objections through persuasive techniques.

• Capability to assess the company's situation and suggest strategies that enhance our client's business performance.

• Ability to multitask, managing a high volume of requests effectively.

• Experience or coursework in Digital Marketing, Customer Success, or Inside Sales.

• Familiarity with sales techniques, public speaking, storytelling, rapport-building, and negotiation skills.

• Previous experience working with targets and/or managing a high volume of customer interactions.

• Excellent communication skills with clients and stakeholders, involving frequent collaboration with CS, sales, CX, finance, and legal teams.

🏝️ Benefits

• Integral Well-being: We prioritize those who drive progress. We support the overall well-being of each employee through initiatives and benefits that provide self-care resources across five dimensions: Emotional, Financial, Physical, Occupational, and Social.

• Plurality and Belonging: Diversity is our strength. We actively encourage inclusion and belonging, ensuring that TOTVS is a workplace where you can be your authentic self. Our expertise is human and vibrant: we embrace differences to empower businesses both within and outside the company.