Customer Success Analyst – B2B

Paciente 360

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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About the role

  • Data Analysis: Interpret and analyze collected data using statistical tools and analytical techniques to identify patterns, trends, and relevant insights. Draw meaningful conclusions and recommend strategic actions based on findings.
  • Reporting and Presentations: Prepare clear, concise reports presenting research results. Create effective presentations to communicate findings to stakeholders.
  • Platform Management: Organize and maintain the customer-facing platform with relevant information, identify necessary adjustments, and ensure data integrity and confidentiality.
  • Client Relationship: Build and maintain positive, trust-based relationships with clients, acting as their primary point of contact for questions, issues, or requests.
  • Support and Troubleshooting: Provide technical support and assist in resolving customer issues, ensuring their concerns are addressed quickly and efficiently.
  • Identifying Customer Needs: Proactively seek to understand clients' needs and objectives, identifying ways to add value and better meet their expectations.
  • Feedback Collection: Solicit customer feedback on the product/service, support, and overall experience, and convey this information to relevant departments to contribute to continuous improvement.
  • Fully understand all solutions offered by the company;
  • Proactively work with customers to build strategic use cases for the solutions.
  • Develop plans and actions to promote platform adoption;
  • Perform onboarding and activate customers after sale;
  • Provide training and consultancy;
  • Conduct meetings and presentations;
  • Provide practical solutions for customers' day-to-day needs;
  • Monitor the customer's success journey;
  • Develop the customer journey;
  • Understand what success means for each customer.

Requirements

  • Willingness to travel and experience supporting customers at the country's leading higher education institutions.
  • Degree in fields such as Business Administration, Health Sciences, or related areas.
  • Empathy and active listening skills to understand customer needs.
  • Ability to work collaboratively in a team and coordinate with other departments.
  • Results-oriented with a strong focus on customer satisfaction.
  • Proactive problem-solving skills.
  • Excellent verbal and written communication skills.
  • Previous experience in customer service, support, or client relationship roles is an advantage; experience in B2B is a plus.
  • Flexibility to adapt to different projects and deadlines.
  • Strong analytical skills and the ability to work with quantitative and qualitative data.
  • Motivated by challenges and committed to delivering results.
Benefits
  • FLASH flexible spending card;
  • Birthday day off;
  • Health insurance; 🏥
  • Dental plan; 🦷
  • InvestPass;
  • OnHappy;
  • GymPass (health and wellness pass);
  • Opportunities for growth, with priority given to internal progression.
Applicant Tracking System Keywords

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

Hard Skills & Tools
data analysisstatistical toolsanalytical techniquesreportingpresentation skillsplatform managementcustomer onboardingcustomer journey developmenttechnical supportproblem-solving
Soft Skills
empathyactive listeningcollaborationcustomer satisfaction focusproactivecommunication skillsflexibilityresults-orientedmotivated by challengestrust-building
Certifications
degree in Business Administrationdegree in Health Sciences