Omie

Customer Success Analyst, Mid Level

Omie

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇧🇷 Brazil

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Job Level

Mid-LevelSenior

Tech Stack

ERP

About the role

  • Master the Omie product and ecosystem by continually training and staying up to date on the platform and department processes.
  • Drive engagement and adoption of the Omie system through proactive strategic outreach (email, WhatsApp and phone) with a focus on maximizing usage.
  • Act as the primary facilitator, mediating, directing and ensuring resolution of issues identified during customer contacts with the relevant internal teams.
  • Ensure data excellence by rigorously recording, updating and organizing files and controls for engagement activities.
  • Contribute to process improvement by identifying and suggesting optimizations in the team’s workflows.
  • Promote awareness by tracking releases from Omie’s educational pillar and actively communicating them to the customer base.
  • Support decision-making by analyzing basic data (usage, adoption and satisfaction metrics) to identify trends, insights and improvement opportunities.
  • Collaborate and interact effectively with the team to ensure alignment and collective success.

Requirements

  • Education: Bachelor’s degree completed or in progress in fields such as Business Administration, Marketing, Communications, Management Processes or related areas.
  • Understanding of Customer Success pillars and metrics (Churn, LTV, Engagement, Adoption).
  • Preferred: Familiarity with enterprise management systems (ERP) and business processes (Finance, Accounting, Tax).
  • Proven experience using CRM platforms for activity logging and engagement pipeline management.
  • Ability to communicate clearly, persuasively and empathetically, both written and verbal.
  • Aptitude for root-cause analysis of issues (such as delinquency or low usage) and proposing effective solutions.
  • Ability to work autonomously, organize tasks and remain focused on engagement and retention goals.
  • Skills: strong communication skills, analytical thinking, problem-solving, resilience, empathy, good organizational skills, adaptability to change, strong presentation skills, active listening and an ownership mindset.
  • Experience and hands-on knowledge in Customer Success and relationship management, negotiation and Microsoft Office.
Benefits
  • Flexible benefit/meal voucher: R$ 40.00 per working day.
  • Need to work on-site? We provide transportation vouchers. For those arriving by train/metro, a shuttle is available from the station to the office.
  • Bradesco health insurance.
  • Amil Dental dental plan.
  • Pharmacy assistance.
  • Childcare assistance.
  • Birthday day off to celebrate as you prefer.
  • Partner apps for accredited gyms to support physical health and wellness.
  • Partnerships with online therapy and meditation platforms to support mental health.
  • Partnership with SESC - Credencial Plena.
  • Exclusive discounts at top universities and educational institutions for undergraduate, postgraduate and MBA courses. In addition, employees have free access to Omie Academy.
  • Partnership with English in Company courses.
  • Insurance discount program.
  • Swile Shop: exclusive discounts platform.
  • Partnership with Dell: coupons up to R$ 2,000.00.
  • PPRL (profit-sharing program).
  • Travel benefits.
  • Life insurance.

Applicant Tracking System Keywords

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

Hard skills
Customer SuccessCRM platformsroot-cause analysisdata analysisprocess improvementengagement metricsadoption metricsusage metricsnegotiationMicrosoft Office
Soft skills
communicationanalytical thinkingproblem-solvingresilienceempathyorganizational skillsadaptabilitypresentation skillsactive listeningownership mindset