Mid-Level Customer Success Analyst

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

📋 Description

• Cultivate and manage relationships with a diverse portfolio of clients through consistent Customer Success meetings, assisting them with strategic planning and Corporate Education efforts.

• Create tailored success plans for clients, fostering the adoption and strategic utilization of Revvo's products and solutions.

• Observe portfolio health metrics, proactively identifying potential risks and opportunities.

• Continuously assess the customer experience by gathering feedback and spearheading initiatives aimed at enhancing satisfaction and perceived value.

• Anticipate churn risks by analyzing data, usage patterns, and customer interactions, recommending preventive action plans.

• Serve as the customer's advocate within the organization, communicating insights and opportunities for improvement to the relevant teams.

• Assist customers in optimizing their use of contracted products and services through a consultative, results-driven approach.

• Oversee the delivery and status of customized projects and solutions, when applicable.

• Monitor KPIs, analyze reports, and interpret performance metrics to demonstrate value and inform decision-making.

• Conduct satisfaction surveys, such as NPS and CSAT, consolidating results and suggesting initiatives for improvement.

• Maintain and update strategic customer information in Revvo’s systems.

• Collaborate with the Sales team to manage contract renewal processes.

• Identify and drive revenue expansion opportunities through upselling and cross-selling.

• Promote and document success stories from customers.

• Work alongside internal teams to ensure a superior customer experience and continuous product and service evolution.

⛳️ Requirements

• Education: Bachelor's degree required.

• Preferred: Postgraduate degree in Customer Experience, Corporate Education, Project Management, Business Management, or a related field.

• Customer Success certifications are advantageous.

• Experience in Customer Success or a related field, such as Sales, Support, Customer Experience, or Customer Service.

• Familiarity with EdTech platforms and products.

• Understanding of common customer needs and challenges in the realm of digital education.

• Basic knowledge of data analysis and Customer Success metrics.

• Basic understanding of pedagogy and educational principles.

• Proficient in Microsoft Office.

🏝️ Benefits

• Health insurance.

• Home office allowance.

• Discount club.

• Pharmacy benefits.

• Workplace exercise program.

• Conexa benefit.

• Psicologia Viva benefit.

• Birthday day off.

• Meal and food allowance (Caju).

• Wellhub (Gympass) membership.

• Transportation allowance, if commuting is necessary.