Mid-level CRM Analyst
Stone & Company
CloudSQL
Senior Customer Success Analyst
Insight Value
full-time
Posted on:
Location Type: Hybrid
Location: São Paulo • 🇧🇷 Brazil
Visit company websiteJob Level
Senior
About the role
- Execute and lead customer service and relationship management, ensuring excellence and consistency in the customer experience at every touchpoint;
- Manage the customer journey, proactively identifying questions, needs, and opportunities for improvement;
- Manage interactions via WhatsApp and email, ensuring prompt and effective responses;
- Perform operational and analytical CS activities, keeping records up to date, monitoring KPIs, and contributing to process and process evolution;
- Implement and refine processes, routines, and playbooks defined by leadership, exercising autonomy and critical judgment;
- Collaborate with internal teams (Product, Sales, Support), translating customer feedback into concrete actions for improvement and growth.
Requirements
- Bachelor's degree in Business Administration, Communication, Marketing, Engineering, Commercial Management, or related fields;
- Proven experience in Customer Success, customer service, or B2B customer relationship roles;
- Clear and empathetic communication skills, focused on problem solving and building long-term relationships;
- Strong organizational skills, analytical mindset, and ability to prioritize deliverables in a dynamic environment;
- Proficiency with digital tools (Google Workspace, Excel/Sheets, CRM or similar).
- Experience in technology companies, SaaS, or digital health;
- Knowledge of CS metrics (NPS, churn, health score);
- Ability to design and optimize customer service and success processes;
- Experience with automation of workflows and CRM integrations;
Benefits
- 🏋️ TotalPass benefit;
- 😋 Meal and food allowances;
- 💜 Life insurance;
- 🏥 Health insurance;
- 👶 Daycare assistance (for children up to 6 years);
- 🦷 Dental plan;
- 💊 Pharmacy benefit;
- 🐶 Petlove benefit;
- 💰 Bonus (based on achievement of targets);
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer Successcustomer serviceB2B customer relationshipanalytical skillsprocess designworkflow automationCRM integrationsCS metricsNPSchurn
Soft skills
clear communicationempathetic communicationproblem solvingrelationship buildingorganizational skillsanalytical mindsetprioritizationcollaborationautonomycritical judgment
Certifications
Bachelor's degree in Business AdministrationBachelor's degree in CommunicationBachelor's degree in MarketingBachelor's degree in EngineeringBachelor's degree in Commercial Management
