Mid-Level Customer Success Analyst

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

📋 Description

• Oversee the onboarding process for new customers, emphasizing alignment of expectations, assessment of needs, and support during their initial system access and adoption.

• Aid in the planning and execution of critical configurations, establishing the implementation timeline, and organizing the work environment.

• Facilitate individual or group training sessions to empower users in utilizing the system’s features, thereby minimizing operational dependencies.

• Create, update, and improve educational content and training materials to enhance engagement and knowledge retention.

• Manage a diverse portfolio across various industries, mapping different scenarios, challenges, and requirements to translate the Omie Ecosystem into actionable results.

• Track portfolio progress, anticipate inquiries, and devise action plans to ensure high perceived value, satisfaction, and customer retention.

• Recognize indicators of churn and disengagement, proactively resolving issues and seizing expansion opportunities.

• Handle consultative customer interactions through meetings, phone calls, emails, and WhatsApp.

⛳️ Requirements

• Proven experience managing SaaS customer portfolios.

• Background in Customer Success, consultative support, relationship management, or account management.

• Familiarity with system implementation/onboarding and associated operational processes.

• Capability to juggle multiple demands concurrently while ensuring quality and organization.

• Excellent communication skills with diverse audiences, employing clarity, empathy, and negotiation abilities.

• A consultative, proactive, and problem-solving approach.

• Competence in analyzing metrics, identifying risks and opportunities, and translating data into action plans.

• Business acumen to link customer needs with solutions within the Omie Ecosystem.

• Ability to thrive in dynamic environments with autonomy and a sense of urgency.

• Focus on customer adoption, satisfaction, retention, and value generation.

• A passion for assisting others and building trust-based relationships.

• Preferred: Experience in B2B Customer Success.

• Preferred: Familiarity with ERP and business management systems.

• Preferred: Experience with metrics such as Health Score, NPS, churn, adoption, and engagement.

🏝️ Benefits

• Dental Plan | Amil Dental

• Health Plan | Bradesco Saúde

• Mental Health Platform

• Telemedicine Platform

• Life Insurance | Prudential

• Pharmacy Benefit

• Gym Allowance

• Birthday Day Off

• Flexible Meal Voucher

• Home Office Allowance

• Childcare Assistance

• Transportation Voucher and Company Shuttle

• Discount Platform (Allya, SwileShop, and Dell)

• Educational Benefits

• Travel Benefits

• Pet Health Plan

• SESC

• Long-Term Profit-Sharing Program (PPRL)