Customer Support

• 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.

Senior Customer Success Analyst

Assistente de Atendimento ao Cliente, CX