ImpulseUP

Customer Support

• Support and assist clients to achieve success with the use of Impulseup;
• Lead meetings and planned activities with clients;
• Conduct product demonstrations and configurations for Impulseup clients;
• Create, review, and publish various content for our blogs;
• Proactively interact with sales, marketing, and product teams to plan new ways to improve the customer experience;
• Stay continuously updated on market trends related to strategic HR.

Mid-level Customer Success Analyst – Onboarding

• Support and assist clients to succeed in using Impulseup
• Lead meetings and planned activities with clients
• Conduct demonstrations and configurations for Impulseup clients
• Create, review and publish various content for our blogs
• Proactively interact with sales, marketing and product teams to plan new ways to improve the customer experience
• Stay continuously updated on market trends related to strategic HR

Mid-level Customer Success Analyst – Onboarding, LATAM (Portuguese & Spanish)

Customer Success Manager

• Support business leaders in operationalizing strategic initiatives for the Customer Success and Expansion teams.
• Review, control and ensure the accuracy of Onboarding, Ongoing and other Customer Success KPIs.
• Keep customer records and data complete and up to date, ensuring quality, reliability and proper documentation.
• Conduct performance analyses to identify bottlenecks and process improvement opportunities across our operations.
• Propose cause-and-effect analyses (e.g., correlation between platform usage and churn).
• Recommend automations and operational efficiency improvements with a focus on customer success.
• Monitor customers' Health Scores and produce analyses with recommended actions.
• Create reports and dashboards for managers and executives that demonstrate the impact of CS metrics.
• Prevent churn by mapping accounts at risk and reviewing team playbooks.
• Support analyses for sizing and allocation of the CS team.
• Manage the tools and software used by the team (ChurnZero, HubSpot, Looker, spreadsheets, among others).

Mid-level Customer Success Operations Analyst

Support Engineer

• Resolve customer questions and issues promptly
• Ensure customer and lead satisfaction in interactions
• Report trends and patterns in issues and bugs, suggesting improvements or updates to the application
• Perform system testing
• Stay up to date on the product
• Create tutorials for our Help Center
• Support LATAM and strategic accounts

Mid-level Customer Success Analyst – Onboarding

Mid-level Customer Success Analyst – Onboarding, LATAM (Portuguese & Spanish)

Mid-level Customer Success Operations Analyst

Mid-Level Support Analyst – LATAM, Portuguese, Spanish