Kenlo

Customer Support

• Promote strategic customer relationship initiatives, engaging clients with our solutions;
• Follow the real estate agency's working methodology, proposing solutions that deliver value to the client;
• Be proactive in client relationships, anticipating potential pain points and ensuring minimal impact during crisis situations, exceeding expectations and building trust;
• Understand the client's current situation and challenges, using sales techniques to pursue upsell and cross-sell opportunities;
• Ensure that company-defined targets for your assigned clients are met or exceeded;
• Monitor and manage the health of your client portfolio, reducing churn and extending the duration of partnerships;
• Ensure that information for all clients under your management is regularly updated in our tools, guaranteeing data quality and reliability;
• Closely monitor usage KPIs, identify risks and propose improvements to ensure Customer Success and the highest level of satisfaction;
• Collect and share feedback with our product, engineering, support and commercial teams, contributing to continuous improvement of our products, services and processes;
• Build a culture of excellence in interactions with our clients and internal teams through structured and assertive communication.

Customer Success Analyst