Active Cloud Solutions

Customer Success Manager

• Build and maintain strategic relationships with client executives and leadership.
• Manage a complex portfolio, including high-impact accounts, multi-country operations, or highly customized environments.
• Identify opportunities for service/product sales, account expansion, and increased adoption of the solution.
• Lead QBRs and executive meetings, presenting analyses and action plans.
• Work consultatively by diagnosing processes and advising on best practices.
• Prevent churn through proactive risk analysis and corrective actions.
• Serve as an escalation point for critical issues involving support, projects, and product.
• Monitor key indicators (Health Score, NPS) and turn data into decisions.
• Support team development, acting as a technical and consultative reference.
• Contribute to continuous improvement of CS processes, rituals, and metrics.

Customer Success Analyst – Senior

• Realizar o onboarding de novos clientes, garantindo que tenham sucesso com a utilização dos nossos produtos/serviços.
• Realizar acompanhamento periódico dos clientes, identificando possíveis problemas e propondo soluções.
• Participar de reuniões de feedback com os clientes, buscando entender suas necessidades e expectativas.
• Manter relatórios de performance e KPIs para monitorar o sucesso dos clientes.
• Atuar de forma proativa na prevenção de churn, buscando sempre a renovação dos contratos.
• Vender serviços e produtos na base de clientes.

Analista de Customer Success

Analyst

• Criação de planos e roteiro de testes.
• Preparação de massas de testes.
• Execução de testes.
• Documentação de evidências de testes.
• Registro de defeitos e sucessos de testes em ferramenta.
• Criação de manual funcional.
• Apresentação de produtos aos clientes após testes.

Analista de Teste

Public Relations

• Understanding Customer Needs
• Product and Solution Demonstrations
• Proposal Development
• Sales Team Support
• Negotiation

Pre-Sales Consultant – NetSuite

• Conduct onboarding for new clients, ensuring they succeed in using our products/services.
• Perform regular client follow-ups, identifying potential issues and proposing solutions.
• Participate in client feedback meetings to understand their needs and expectations.
• Maintain performance reports and KPIs to monitor client success.
• Act proactively to prevent churn, always aiming to secure contract renewals.

Customer Success Analyst

Support Engineer

• Provide functional support for the NetSuite ERP, with a focus on tax and billing-related processes.
• Provide technical-functional support for incidents and questions related to the NetSuite–Avalara integration.
• Troubleshoot tax calculation errors, communication failures, or tax validation issues.
• Assist users with tax routines within the system, such as issuing invoices, automatic tax calculation, and configuring tax rules.
• Configure and validate integrations with Avalara (e.g., mapping rules, tax codes, custom fields).
• Document processes and best practices related to the Avalara integration.
• Collaborate with IT, tax teams, and external vendors to resolve issues or implement improvements.
• Execute integration testing after NetSuite or Avalara updates.

Customer Success Analyst – Senior

Analista de Customer Success

Analista de Teste

Pre-Sales Consultant – NetSuite

Customer Success Analyst

NetSuite Support Analyst