Customer Success Analyst – Engagement
Omie
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇧🇷 Brazil
Visit company websiteJob Level
Mid-LevelSenior
About the role
- You will be responsible for understanding the customer and their objectives and turning the use of the Omie ecosystem into practical results.
- We are looking for someone who combines empathy to build genuine relationships with strong analytical skills to manage multiple demands, always acting proactively to ensure the customer sees value in our solution.
- Manage the client portfolio at the start of the customer journey, ensuring implementation and system adoption.
- Conduct business diagnostics and identify customer pain points to define, monitor, and execute a success plan connected to the Omie ecosystem.
- Master product knowledge at a level that empowers customer engagement and adoption.
- Serve as the main point of contact and strategic partner during the customer's initial journey.
- Alternate between close, personalized contact (meetings/phone) and scaled communication (email/WhatsApp), ensuring constant presence according to each customer's needs.
- Act as a steward of the portfolio, identifying risks early and taking action to prevent churn.
- Monitor health and engagement indicators, working to ensure the customer perceives value in the solution and achieves success.
Requirements
- Previous experience managing medium- to high-volume portfolios (knowing how to prioritize is key!).
- Ability to handle multiple simultaneous demands without compromising customer service quality.
- Strong communication skills across different profiles, with active listening and the ability to respond clearly and empathetically.
- Comfortable in dynamic environments where change is constant and viewed as an opportunity.
- Ability to interpret numbers and translate data into actionable plans.
- Passion for helping people.
- Experience in SaaS portfolio management.
Benefits
- Flexible benefits / meal voucher: R$40.00 per working day.
- Home office allowance.
- Need to work on-site? We provide commuter support (vale-transporte). For those arriving by train/metro, we offer a shuttle from the station to the office.
- Bradesco health plan.
- Amil Dental dental plan.
- Pharmacy assistance.
- Childcare assistance.
- Birthday day off so you can celebrate however you wish.
- Access to partner apps for accredited gyms to support physical health and fitness.
- Partnerships with online therapy and meditation platforms to support mental well-being.
- Partnership with SESC - Credencial Plena.
- Exclusive discounts at top universities and educational institutions for undergraduate, graduate and MBA courses, plus free access to Omie Academy for employees.
- Partnership for in-company English courses.
- Discount program for insurance.
- Swile Shop: platform for exclusive discounts.
- Partnership with Dell: coupons up to R$2,000.00.
- PPRL.
- Travel benefits.
- Life insurance.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SaaS portfolio managementdata interpretationbusiness diagnosticssuccess plan executionsystem adoption
Soft skills
empathyanalytical skillsrelationship buildingproactive communicationactive listeningadaptabilitycustomer serviceprioritizationclear communicationpassion for helping people