Integral Trust Serviços

Customer Success Analyst (Mid/Senior)

Integral Trust Serviços

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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Job Level

Senior

About the role

  • The Customer Success professional will work to ensure that the client obtains continuous value from the company's products or services.
  • Ensure an excellent post-sales experience.
  • Focus on building long-term relationships, anticipating needs and guiding customers to achieve their goals.
  • Monitor success metrics, working with measurements and analyzing survey results and indicators such as KPIs, NPS, CSAT and churn.
  • Generate reports on customer requests and needs.
  • Educate customers on the proper use of products, track the customer journey and implement strategies to increase engagement and retention.
  • Collect customer feedback and relay it to product, marketing and sales teams.
  • Recommend improvements based on usage and customer-identified needs.
  • Support team development by providing technical assistance and guidance to more junior colleagues.

Requirements

  • Effective communication
  • Teamwork
  • Empathy and active listening
  • Problem-solving focus
  • Proactivity
  • Curiosity and continuous learning
  • Organization and autonomy
  • Customer focus and empathy
  • Experience in customer service and metrics analysis
  • Analytical skills for data interpretation
  • Knowledge of data manipulation and reporting tools
  • Intermediate Excel – pivot tables, VLOOKUP and charts
  • Knowledge of Customer Success and Customer Experience — retention practices, NPS, retention metrics and customer journey
  • Experience using CRM tools
  • Knowledge of sales and post-sales processes
Benefits
  • Bradesco Health Plan
  • Bradesco Dental Plan
  • Childcare assistance
  • TotalPass
  • Life insurance
  • Meal allowance (VR)
  • Food allowance (VA)
  • Commuter benefit (VT)
  • Home office allowance
  • Sesc partnership benefits
  • Partner discounts club
  • Online therapy platform - Orienteme
  • Semi-annual profit sharing (PLR) based on performance evaluation
Applicant Tracking System Keywords

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

Hard Skills & Tools
metrics analysisdata interpretationdata manipulationreporting toolsExcelpivot tablesVLOOKUPchartsCustomer SuccessCustomer Experience
Soft Skills
effective communicationteamworkempathyactive listeningproblem-solvingproactivitycuriositycontinuous learningorganizationautonomy