Relationship Analyst – Customer Success
BWG
full-time
Posted on:
Location Type: Hybrid
Location: São Paulo • Brazil
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About the role
- Manage and develop the client portfolio, ensuring engagement, adoption, and success in the use of BWG solutions.
- Oversee the client portfolio, monitoring engagement, solution usage, success metrics, and satisfaction levels.
- Analyze data and operational signals to identify churn risks, improvement opportunities, and preventive or corrective actions.
- Identify and develop cross-sell and up-sell opportunities, aligning client needs with BWG's solution portfolio.
- Lead commercial negotiations related to portfolio expansion, using a consultative, ethical, and value-oriented approach.
- Serve as the point of contact between clients and internal teams, ensuring alignment, smooth communication, and efficient resolution of requests.
- Support the implementation of scalable Customer Success practices, contributing to process standardization, continuous improvement, and operational efficiency.
- Ensure that solutions and guidance comply with HR policies, CLT (Brazilian Labor Law), and applicable legislation.
Requirements
- Previous experience in Customer Success, Client Relationship, Account Management, or related areas.
- Experience managing client portfolios, monitoring engagement, retention, and satisfaction.
- Ability to analyze data and metrics to identify risks, opportunities, and improvement actions.
- Experience or familiarity with cross-sell and up-sell strategies.
- Experience negotiating with clients using a consultative approach focused on value generation.
- Clear verbal and written communication, with the ability to interact with diverse client profiles and internal teams.
- Strong organizational skills, sense of priorities, and discipline to operate in environments with multiple demands.
- Ethical, collaborative, and customer-oriented attitude.
Benefits
- Culture guided by solid principles: People first, Ethics and transparency, Shared responsibility, Leadership by example, Customer at the center of decisions.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data analysisclient portfolio managementcross-sell strategiesup-sell strategiesnegotiationcustomer success practicesoperational efficiencysolution usage monitoringsuccess metrics analysisrisk identification
Soft Skills
communicationorganizational skillscollaborationcustomer-oriented attitudeconsultative approachethical behaviordisciplineprioritizationproblem-solvinginterpersonal skills