Junior Customer Success Analyst – Construction

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

📋 Description

• Oversee a client portfolio on a daily basis, tracking engagement and usage while proactively addressing any signs of client disengagement;

• Establish and nurture strong relationships with clients, mapping out stakeholders within each account and ensuring ongoing communication;

• Organize regular check-in meetings to identify both opportunities and challenges, and create tailored success plans;

• Track portfolio metrics like NPS, retention, and expansion, and formulate action plans informed by these insights;

• Assess product usage, analyze feedback, and address reported bugs and improvement requests, relaying these findings to internal teams;

• Create strategies to re-engage clients who have become disengaged, foresee potential churn or downsell situations, and recommend reversal tactics;

• Spot and map out opportunities for upselling and cross-selling (new modules, new projects) and consistently lead these discussions;

• Serve as the liaison between clients and internal teams (Support, Product, Finance), translating the needs of on-site personnel to the development teams;

• Assist in the development of support materials and training content as necessary;

• Educate client teams for optimal platform utilization, including both web and mobile applications;

• Based on team requirements, lead the onboarding process for new clients: initial setup, user training, and monitoring their first interactions with the platform.

⛳️ Requirements

• Currently enrolled in or possessing a degree in Civil Engineering, Architecture, Production/Industrial Engineering, Interior Design, or similar fields;

• A genuine interest in and familiarity with construction site operations and the construction sector;

• Exceptional verbal and written communication abilities;

• Proven patience, resilience, and empathy when engaging with clients;

• Adaptable to change and capable of collaborating across various teams;

• Comfortable using technology and data; while you don't need to be an expert, a willingness to learn a platform and work with KPIs/metrics is essential.

🏝️ Benefits

• Commission

• Wellhub

• Starbem

• Paid time off

• iFood Benefits