Customer Success Analyst
Azapfy
Customer Success Assistant – Junior
AZ Tecnologia em Gestão
full-time
Posted on:
Location Type: Remote
Location: Remote • Brasil
Visit company websiteJob Level
Junior
About the role
- Manage an assigned customer portfolio on an ongoing basis through a close, proactive relationship; perform periodic contacts, share updates and provide support to maximize platform usage;
- Assist customers in resolving questions or issues using scripts and standard procedures to ensure immediate satisfaction;
- Continuously monitor customer product usage, collecting information during contacts and identifying potential problems or improvement opportunities. Report insights to the team by opening tickets or sharing in periodic BU meetings, ensuring continuous solution evolution;
- Perform initial customer onboarding to the product via tutorials and trainings, assist in preparing the first bidding notices, monitor publications, and check for proposals before the process opens to ensure correct product usage and a positive experience during onboarding and throughout the product journey;
- Validate updates and new platform versions released by the product team by conducting functional and usability tests in a staging environment, as well as final validation in production to ensure new versions meet customer expectations before release whenever there is a new launch or update;
- Deliver trainings to enable customers to use the product via in-person or online sessions, using educational materials, practical demonstrations and personalized follow-ups according to user profiles and needs;
- Reach out to organizations that reduce their usage frequency or discontinue use of the ComprasBR platform, investigate reasons for leaving, understand the factors involved in the decision, and use technical and commercial arguments to attempt to reverse cancellations.
Requirements
- Bachelor's degree or currently studying in Administration, Public Administration, Management Processes, Commercial Management, or related fields
- Knowledge of public procurement laws and administrative contracts
- Familiarity with presentation techniques (PowerPoint, Canva or similar)
- Experience as a Customer Success Analyst or in managing a customer portfolio
- Experience providing software support and conducting trainings
Benefits
- Work equipment provided
- Health insurance
- Home office allowance
- Employee referral bonus
- Meal or food allowance
- Dental plan (optional)
- Life insurance
- English language support
- Birthday day off
- Spanish language support
- Gympass
- Access to exclusive partner benefits
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer onboardingfunctional testingusability testingsoftware supporttraining deliverydata analysisticketing systemspresentation techniques
Soft skills
proactive relationship managementproblem-solvingcommunicationcustomer satisfaction focusinsight reportingadaptabilityinterpersonal skills
Certifications
Bachelor's degree in AdministrationBachelor's degree in Public AdministrationBachelor's degree in Management ProcessesBachelor's degree in Commercial Management
