Customer Success Specialist – AI Platform

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

📋 Description

• Oversee the onboarding process for new clients, guiding them through the platform, its functionalities, and applicable use cases.

• Diligently manage the customer journey, particularly during the initial 90 days following implementation.

• Conduct follow-up meetings to assess needs, address inquiries, and facilitate effective utilization of the solution.

• Track customer adoption and engagement with the platform, pinpointing challenges and areas for enhancement.

• Recognize potential risks of dissatisfaction, low usage, or churn, and implement preventive strategies to enhance the customer experience.

• Act as a bridge between customers and internal teams, relaying feedback, inquiries, and requirements to the relevant stakeholders.

• Keep customers updated on the progress of initiatives and actions concerning their needs.

• Convert customer requests into clear information for internal teams, aiding in the evolution of the solution and its processes.

• Cultivate strong, consultative relationships with both Brazilian and international clients.

• Contribute to the formulation of Customer Success processes, metrics, and operational routines.

• Identify opportunities to enhance the customer experience, platform adoption, and customer retention.

⛳️ Requirements

• Proven experience in Customer Success, especially within technology firms, SaaS, or digital enterprises.

• Proficient spoken English to support clients in the US and Brazil.

• Exceptional verbal and written communication skills, with the capability to tailor the approach for various customer profiles.

• A consultative mindset, enabling the understanding of needs, exploring challenges, and proposing viable solutions.

• Ability to establish trustworthy relationships and provide close, proactive support to customers.

• Strong organizational skills with the capacity to manage multiple clients, requests, and follow-ups concurrently.

• Proactive in recognizing risks, anticipating challenges, and spearheading improvement initiatives.

• Analytical skills to monitor platform usage, detect risk signals, and suggest actions to boost adoption.

• Independence and flexibility to thrive in a startup setting where processes and metrics are still being established.

🏝️ Benefits

• Opportunity to assist in building and developing the Customer Success function.

• Ability to suggest improvements, organize processes, and make a direct impact on customer experience and retention.

• Chance to collaborate with international clients.