Desenvolvedor Iniciante

Customer Success Specialist

Desenvolvedor Iniciante

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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About the role

  • Customer relationship management and strategy, building and maintaining strong relationships with clients and ensuring a high level of satisfaction. Develop retention and portfolio growth strategies with specific action plans for each client;
  • Identification of opportunities and account expansion (Upsell and Cross-sell). Work closely with Sales and Product teams to identify expansion opportunities. Conduct strategic meetings with clients to showcase new features and present additional solutions;
  • Performance monitoring and analysis, tracking metrics such as revenue, margin, churn, and NPS to identify risks and opportunities. Create reports and present insights to leadership, recommending improvements based on data;
  • Client training and enablement, conducting training on best practices and efficient product usage. Help organize and lead workshops and webinars to increase engagement and adoption. Act as a mentor for less experienced analysts, supporting the development of the Customer Success team;
  • Problem resolution and crisis management, proactively addressing critical issues, anticipating challenges, and preventing churn. Develop recovery plans for at-risk customers, involving different internal teams when necessary;
  • Liaison with other areas of the company, working with the Product team to relay relevant customer feedback and suggest improvements. Support the support team in resolving more complex cases, ensuring a strategic approach;
  • Process development and continuous improvement, creating and optimizing internal processes to enhance the customer experience. Implement Customer Success methodologies. Monitor market trends and adopt best practices to drive innovation in the area.

Requirements

  • Bachelor's degree in Business Administration, Engineering, Economics, Process Management, or related fields;
  • Extensive experience in Customer Success;
  • Experience working with Enterprise B2B customers;
  • Intermediate English and/or Spanish is desirable.
Benefits
  • Meal allowance on Flash card 🍽️
  • Grocery allowance on Flash card 🛒
  • Amil health insurance 🏥
  • MetLife dental insurance 😁
  • TotalPass fitness benefit 💪
  • Birthday day off 🎉
  • Childcare assistance 👶
  • Life insurance 🔒
  • Educational partnerships 🎓
  • SESC discount/benefit 🏖️
  • Better Maternity program 🤱
  • Extended maternity and paternity leave 👪
  • Pharmacy card 💊
  • Variable compensation 💼
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer relationship managementperformance monitoringdata analysisreport creationclient trainingprocess developmentcustomer success methodologiesupsellingcross-sellingchurn prevention
Soft Skills
relationship buildingproblem resolutioncrisis managementmentoringcommunicationstrategic thinkingcollaborationleadershiporganizational skillscustomer engagement
Certifications
Bachelor's degree