Junior Customer Success Analyst

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

📋 Description

• Develop and sustain effective communication with customers throughout the onboarding process.

• Facilitate consultations, training sessions, and masterclasses focused on best practices and effective platform usage.

• Ensure customer activation during onboarding and assist in integrating the tool into law firm operations.

• Take a proactive stance on retention by recognizing early cancellation risks and suggesting actions to enhance engagement and adoption.

• Align customers’ goals and expectations with the solutions provided, ensuring business needs are met.

• Monitor fundamental onboarding metrics and document interactions, progress, and risks in internal systems.

• Work collaboratively with Product, Support, and Sales to guarantee a seamless customer experience.

• Contribute to the team’s Key Results and to the sustainable growth of both customers and the company.

⛳️ Requirements

• A Bachelor’s degree completed or currently in progress.

• Basic understanding of Customer Success, with a desire to build a career in this area.

• Familiarity with Google Workspace.

• Excellent communication skills and the ability to lead online meetings, presentations, and training sessions.

• Organizational skills to document customer interactions, manage requests, and perform follow-ups.

• A keen interest in comprehending customer processes and needs, assisting them in maximizing the platform’s features.

• Clear, empathetic communication style with a strong emphasis on active listening.

• Organizational and time-management skills to support multiple customers and tasks concurrently.

• A collaborative spirit and the capability to work effectively within teams and engage with various departments.

• Proactive attitude, with a readiness to seek solutions and a desire to learn from new challenges.

• Flexibility in adapting to changes, feedback, and diverse contexts.

• Results-driven mindset with an interest in monitoring and contributing to the team’s goals and Key Results.

• Initial experience in Customer Success, Onboarding, Support, or Customer Service is advantageous.

• Familiarity with technology companies, SaaS products, or B2B models is beneficial.

• Interest in or knowledge of the legal industry, law firm management, or solutions tailored for this market is a plus.

🏝️ Benefits

• Meal/Food Allowance: BRL 1,300 per month on a flexible benefits card, with no payroll deduction.

• Home Office Allowance: BRL 135 per month, with no payroll deduction.

• Health Insurance: Nationwide Bradesco plan.

• Dental Insurance: SulAmérica plan.

• Life Insurance.

• Extended parental leave, including adoption leave and provisions for same-sex couples and single-parent families.

• Childcare assistance for children up to 5 years old.

• Gympass/Wellhub.

• Conexa Saúde, offering 2 free psychological consultations and 2 free nutritional consultations each month.

• Guapeco: nationwide pet health plan with reimbursements of up to 100%.

• Partnership with a language school that provides discounts on English and Spanish courses.

• Profit-Sharing and Results-Based Bonus (PLR).

• Relax Week: business days between Christmas and New Year’s Day off.

• Home Office Setup Allowance of BRL 2,400, along with a company-loaned laptop.

• Birthday Day Off.

• Opportunity to work at a Great Place to Work© company.

• Feedback-driven culture, development guilds, an Individual Development Plan (IDP) during onboarding, Aurum Talks, regular meetings, OKR transparency, celebratory initiatives, performance reviews, and development programs.