Customer Success Assistant

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

📋 Description

• Assist new customers with the activation of systems and sensors, ensuring they achieve value promptly.

• Support end users in navigating the DROME Platform on both web and mobile interfaces.

• Act as the main contact point, facilitating Business Reviews and overseeing account health.

• Track engagement, logins, and alerts to pinpoint at-risk accounts and execute retention strategies.

• Align customer requirements with the Technical Support, Operations, and Product teams.

• Recognize opportunities for expansion, such as additional monitoring points, sensors, and modules, and refer these to the Sales team.

• Gather and evaluate NPS and CSAT feedback to inform enhancements in products, processes, and customer service.

⛳️ Requirements

• Prior experience in Customer Success.

• Background in Customer Service, After-Sales Support, or Account Management.

• Relevant experience in SaaS, B2B, or the Technology / IoT / Engineering sectors is highly advantageous.

• Outstanding verbal and written communication abilities.

• Proactive, empathetic, well-organized, and solution-focused mindset.

• Capability to manage customer portfolios and monitor metrics using a CRM.

• Technical diploma or vocational qualification.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and growth.

• Flexible work environment and remote work options.