Minha Biblioteca

Customer Success Analyst, Mid-level

Minha Biblioteca

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • 🇧🇷 Brazil

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Job Level

Mid-LevelSenior

About the role

  • Account management to maintain and expand the client base: Independently manage a portfolio of clients to strengthen relationships and increase the user base;
  • Identify opportunities and improve product activation and outreach flows with clients: Analyze and propose improvements to activation and platform promotion processes;
  • Interface with cross-functional teams: Serve as the liaison between clients and internal teams to resolve operational issues;
  • Contribute to building processes that drive new business: Support the design and implementation of processes that promote business expansion;
  • Proactive management of large/key accounts: Manage a high-value client portfolio, focusing on strengthening relationships and identifying opportunities to increase contract value;
  • Develop upselling strategies for high-value accounts: Create and implement targeted upsell strategies for strategic clients to maximize account value;
  • Coordinate retention actions for at-risk high-value accounts: Implement retention strategies for high-value accounts showing signs of churn risk;
  • Maintain and update CRM records through contacts made by phone, email, and social media;
  • Conduct platform training for clients and partners.

Requirements

  • Bachelor's degree (completed);
  • Experience in Customer Success;
  • Ability to manage a portfolio of strategic clients, prioritizing requests and activities;
  • Ability to lead high-performance projects with responsibility, commitment to deadlines and targets, accuracy in reporting, and readiness to handle urgent or special requests;
  • Must be based in São Paulo (city or Greater São Paulo).
  • **Differentials:**
  • Postgraduate degree or MBA;
  • Experience working in Customer Success for EdTech systems;
  • Familiarity with agile methodologies (Scrum, Kanban, etc.);
  • Experience with CRM systems and ticketing/issue management.
  • **Competencies:**
  • Energetic and consistently customer-success oriented;
  • Strong interpersonal and teamwork skills;
  • Strong communication and relationship-building skills.
Benefits
  • Medical and dental insurance (coverage extendable to dependents);
  • Meal voucher;
  • Monthly stipend;
  • TotalPass (corporate wellness platform);
  • WellHub;
  • Day off during your birthday month;
  • Access to Minha Biblioteca's collection of over 15,000 books;
  • Performance management with tools that support career development

Applicant Tracking System Keywords

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

Hard skills
Customer Successportfolio managementupselling strategiesretention strategiesplatform trainingagile methodologiesScrumKanban
Soft skills
interpersonal skillsteamwork skillscommunication skillsrelationship-building skillsproject managementcommitment to deadlinesaccuracy in reportingresponsibility
Certifications
Bachelor's degreePostgraduate degreeMBA