Assistente de Atendimento ao Cliente, CX
Insight Value
Senior Customer Success Analyst
Quod
full-time
Posted on:
Location Type: Hybrid
Location: Barueri • Brasil
Visit company websiteJob Level
Senior
About the role
- Responsible for helping clients achieve their desired outcomes and ensuring efficient management of the client portfolio.
- Proactively drive company growth by prioritizing customer retention and account expansion.
- Provide personalized client support, guidance on product usage, management of access requests, incident resolution, and clarification of questions.
- Enable clients to optimize product use to achieve the best results.
- Record, update, and close client requests in the CS system (or spreadsheet).
- Monitor, validate, and document deliveries of clients' production data environments.
- Open and follow up on incident resolution related to clients' products.
- Monitor implementations of production databases, APIs, and Portals, communicating blockers and risks to management.
- Update, present, and send CS reports (health score, deliveries, implementations, incidents, and requests).
- Participate in presentations and strategy sessions to support client meetings.
- Send, promote, and track transactional NPS feedback from clients.
- Align new requests and contractual changes with the commercial/sales team.
- Record and maintain documentation for deliveries of production databases, APIs, and Portals.
- Advocate for and track CS deliverables during Planning and Follow-Up ceremonies with Squads.
Requirements
- Education: Bachelor's degree in Business Administration, Engineering, Process Management, Marketing, or related fields.
- Experience: 5 years in account management and/or customer success.
Benefits
- Meal allowance (flexible meal and grocery vouchers; you can split them as you prefer).
- Health: Bradesco medical coverage extendable to dependents, with co-pay.
- Dental: MetLife dental coverage.
- Gym allowance.
- Childcare assistance for children up to 2 years old.
- Life insurance.
- Annual profit-sharing (PLR) paid based on achievement of established targets.
- Mobility allowance (parking and fuel) for hybrid workers.
- Home office allowance for remote workers.
- Private retirement plan (pension).
- Professional development through UniQuod with courses and partnerships with educational institutions.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
account managementcustomer successincident resolutiondata managementAPI managementdatabase managementCS system usagereportingclient supportproduct optimization
Soft skills
client advocacycommunicationproblem-solvingstrategic thinkingcustomer retentionrelationship managementpresentation skillscollaborationorganizational skillsproactive approach