Mid-level Customer Success Analyst – Engagement

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

📋 Description

• Engage with customers: Alternate between direct interactions (meetings/phone) and broader communications (email/WhatsApp), ensuring a consistent presence tailored to each customer's requirements;

• Consultative approach: Assess the customer's business and challenges to outline, monitor, and implement a success strategy aligned with the Omie ecosystem;

• Result tracking: Supervise health and engagement metrics, striving to ensure that the customer recognizes the value of the solution and achieves their objectives;

• Retention focus: Act as the guardian of the portfolio, proactively identifying risks and taking measures to mitigate cancellations or churn;

• Customer satisfaction: Serve as the main point of contact and strategic ally throughout the customer's initial journey;

• Journey guidance: Manage the customer portfolio at the beginning of the relationship, ensuring effective system implementation and user adoption;

• Product knowledge: Maintain comprehensive product knowledge to effectively engage customers and promote adoption.

⛳️ Requirements

• Excellent communication skills with diverse audiences, listening and responding with clarity and compassion;

• Capability to handle multiple simultaneous demands without sacrificing service quality;

• Adaptable in dynamic environments where change is constant and viewed as an opportunity;

• Previous experience in managing mid- to high-volume portfolios (prioritization is essential);

• Proficient in interpreting data and translating numbers into actionable plans;

• Experience in SaaS account/portfolio management;

• A genuine passion for assisting others.

🏝️ Benefits

• Flexible benefit / meal allowance: R$ 45.00 per working day.

• Home office allowance.

• Need to work on-site? We provide commuter transport vouchers. For those commuting by train/metro, we offer a shuttle from the station to the office.

• Bradesco health insurance.

• Amil Dental dental plan.

• Pharmacy assistance.

• Childcare assistance.

• Birthday day off so you can celebrate however you like.

• Access to partner apps for accredited gym memberships to support physical health and wellbeing.

• Partnerships with online therapy and meditation platforms to support mental health.

• Partnership with SESC – Credencial Plena.

• Exclusive discounts with leading universities and educational institutions for undergraduate, graduate, and MBA courses. We also provide free access to Omie Academy for employees.

• Partnerships for in-company English courses.

• Insurance discount program.

• Swile Shop: exclusive discounts platform.

• Partnership with Dell.

• PPRL.

• Travel benefits.

• Life insurance.