Mercos

Customer Success Analyst

Mercos

full-time

Posted on:

Location Type: Remote

Location: Brazil

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Tech Stack

AndroidERPiOS

About the role

  • Ensuring customer success means thinking long-term! More than just 'after-sales', our goal in having Customer Success Analysts is to have dedicated people who will closely support our customers, guiding them and helping them use the system correctly to ensure not only their retention but also their growth.
  • Receive people who contact you asking for help (phone, email and chat) and seek to understand their needs beyond the immediate issue
  • Analyze the lines of code of the integration between ERPs and Mercos, using a validation document to identify possible adjustments and inform the partner about necessary fixes
  • Redirect financial requests and bug reports to the responsible squads (Finance and Application Support)
  • Assist our clients with Mercos usability questions, aiming to understand the customer's situation and how to connect their setup to the system's tools
  • Participate in daily meetings (goal tracking, course corrections, and sharing successes) and weekly meetings (review of mistakes and wins)
  • Actively engage in a collaborative learning environment, leading and participating in team training sessions
  • Be responsible for your own development through your Individual Development Plan (IDP), and actively participate in follow-up / 1:1 meetings

Requirements

  • Experience in Customer Support/Success at technology companies or startups
  • Technical knowledge of Google Sheets and operating systems: Windows, iOS and Android
  • Ability to interact with customers with patience and empathy
  • Proactive problem-solving mindset and ability to suggest improvements for both customers and internal processes
  • Able to communicate effectively with the team in meetings, training sessions and other day-to-day contexts
  • Analytical ability to dig into customer-reported scenarios
  • Excellent verbal and written communication
  • Nice to have: knowledge of how commercial representation, distribution and manufacturing segments operate; experience with system or ERP integrations; experience with objection handling, churn prevention/cancellation control and customer success
Benefits
  • Profit Sharing Program (PLR)
  • Home-office allowance + meal/food allowance loaded to the Caju flexible benefits card
  • Budget to set up your home office
  • Nationwide Health and Dental Insurance
  • Access to Moodar for online psychological support (benefit extendable to family members)
  • Partnership with Vidalink for pharmacy discounts
  • Financial wellness benefit with Neon
  • Access to an educational platform with full scholarships for undergraduate, postgraduate, short courses, language courses and MBA
  • Wellhub (formerly Gympass): app providing access to partners for physical activities (gyms) and partners for physical, emotional and nutritional wellness for you and your family
Applicant Tracking System Keywords

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

Hard Skills & Tools
Google Sheetsoperating systemsERP integrationanalytical abilityproblem-solving
Soft Skills
patienceempathyeffective communicationcollaborationproactive mindset