Effecti | Tecnologia para Licitantes

Customer Success Supervisor

Effecti | Tecnologia para Licitantes

full-time

Posted on:

Location Type: Remote

Location: Brasil

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About the role

  • Lead and supervise an ongoing Customer Success team to ensure customer satisfaction and retention.
  • Support the development of PDI (Individual Development Plans) and career plans for employees.
  • Oversee hiring, onboarding of new hires, training, and team development.
  • Provide weekly 1:1 feedback sessions to the team, supporting the creation and updates of PDIs.
  • Promote a customer-success-focused culture.
  • Actively support the team in client negotiations.
  • Ensure delivery of established goals and targets.
  • Monitor team interactions with customers.
  • Develop and implement strategies to improve customer success metrics (NPS, churn, upsell).
  • Manage relationships with key clients and stakeholders.
  • Analyze data to identify improvement opportunities.
  • Develop and implement efficient processes.
  • Manage and support complex customer cases.
  • Coach and develop team skills, promoting continuous improvement.
  • Communicate with customers to understand their needs.
  • Resolve internal team conflicts and assist in resolving potential client disputes.
  • Prepare reports on team performance.
  • Manage customer success metrics.
  • Conduct alignment meetings with the team and stakeholders (when necessary).
  • Develop strategic plans to improve customer satisfaction and retention.
  • Identify opportunities for innovation and improvement.
  • Work closely with other teams (Sales, Marketing, and Product) to align strategies.

Requirements

  • Experience in team leadership and management.
  • Experience in negotiation.
  • Experience leading Customer Success, Sales, or related teams.
  • Effective communication skills.
  • Strong data analysis skills.
  • Strategic thinking and problem-solving abilities.
  • Empathy and emotional intelligence.
  • Experience with Sensedata is desirable.
  • Experience with data analysis tools is desirable (BI tools, Google Analytics).
Benefits
  • Meal allowance: R$ 770.00 loaded to a Flash card
  • Home office allowance: R$ 230.00 loaded to a Flash card
  • Health plan: Company covers 100% of the monthly premium
  • Dental plan: Company covers 100% of the monthly premium
  • Mental health support plan
  • Pharmacy discounts
  • Life insurance
  • OpenEnglish partnership
  • Coworking access through the Woba network (Brazil, Argentina, Mexico, Portugal)
  • Birthday day off
  • Welcome gift
Applicant Tracking System Keywords

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

Hard Skills & Tools
data analysiscustomer success metricsnegotiationstrategic planningprocess improvementteam developmentcustomer satisfactioncustomer retentionPDI developmentreport preparation
Soft Skills
team leadershipeffective communicationstrategic thinkingproblem-solvingempathyemotional intelligenceconflict resolutioncoachingcontinuous improvementstakeholder management