Mid-Level Customer Success Analyst, Risk

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

📋 Description

• Identify and take proactive measures with customers exhibiting risk indicators during the onboarding phase.

• Assume responsibility for communication and recovery efforts for dissatisfied customers, ensuring a structured follow-up and a clear action plan.

• Facilitate coordination and escalation with Product and Support (N1/N2) to address technical issues that hinder or obstruct implementation.

• Maintain and update the status of at-risk customers in the CRM, ensuring traceability and a comprehensive history of actions taken.

• Analyze risk patterns, establish alert triggers, and develop operational recovery workflows.

• Mentor Implementation Specialists in navigating challenging conversations, customer friction, cancellation requests, negotiations, and objection handling.

⛳️ Requirements

• Currently enrolled in or have completed a bachelor's degree in Business Administration, Production Engineering, Technology / Information Systems, Economics, Communications, Sales Management, or a related field.

• Possess clear, empathetic, and assertive communication skills.

• Demonstrate resilience in managing conflicts and challenging customer interactions.

• Exhibit strong negotiation abilities and effectiveness in team coordination.

• Maintain a proactive approach and independence in decision-making.

• Have prior experience in Customer Success, Onboarding, N2/N3 Technical Support, Retention, and/or Risk Operations.

• Display analytical skills to interpret data, identify stagnation patterns, and suggest process improvements.

• Possess excellent organizational abilities to handle multiple critical cases and support channels concurrently.

• Show advanced proficiency in Excel (formulas: SUMIF, VLOOKUP, XLOOKUP, COUNTIF, CONCATENATE; pivot tables and charts) for analyzing risk datasets.

• Have experience in building and monitoring operational dashboards.

• General knowledge of ERP, e-commerce, marketplace, and/or API ecosystems is a plus.

• Training or practical experience in de-escalation techniques, Nonviolent Communication (NVC), or advanced negotiation methodologies is a plus.

🏝️ Benefits

• Dental Plan | Amil Dental

• Health Insurance | 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 Insurance

• SESC Benefits

• Profit-Sharing and Results Bonus (PPRR)