Binario Cloud

Customer Experience Coordinator

Binario Cloud

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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About the role

  • Build and lead the Customer Experience (CX) function
  • Ensure the customer journey is well organized
  • Improve satisfaction metrics
  • Strengthen cross-functional integration
  • Map and evolve the customer journey
  • Define and implement clear operating workflows
  • Establish governance for process changes across departments
  • Ensure structured communication when changes affect customers
  • Standardize playbooks and team rituals
  • Act as a bridge between Sales, Projects, Operations and Finance
  • Lead internal awareness campaigns on customer processes
  • Establish tiered segmentation and a service model
  • Monitor KPIs such as Churn, Health Score, NPS/CSAT, Adoption, Engagement and Onboarding time
  • Ensure accuracy and integrity of customer data
  • Generate actionable insights for internal teams
  • Participate in strategic meetings with customers
  • Support retention and expansion efforts when needed
  • Develop a visit plan prioritizing critical (Tier 1) customers.

Requirements

  • Based in São Paulo (city) with availability for a hybrid work model
  • Experience in Customer Success, Customer Experience or B2B Account Management
  • Hands-on experience organizing customer processes or operations
  • Experience working with customer metrics/KPIs
  • Ability to lead small teams
  • Hands-on and results-oriented
  • Strong communication skills and ability to influence cross-functionally
Benefits
  • Respect and diversity as core elements of the organizational culture
  • Career growth opportunities
  • Inter-company exchange opportunities within the group
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer journey mappingcustomer satisfaction metricsKPI monitoringcustomer data accuracycustomer segmentationoperating workflowsprocess governancecustomer processes organizationcustomer insights generationB2B account management
Soft Skills
leadershipcommunicationinfluencecross-functional collaborationresults-orientedorganizational skillsstrategic thinkingcustomer advocacyteam managementproblem-solving