Customer Success Analyst

UPIX Networks

Analista de Sucesso do Cliente na UPIX Networks, provedora de telecomunicações e internet. Acompanhando implantações, SLAs, retenção, renovações contratuais e satisfação de clientes.

Posted 8/17/2026full-timeMogi das Cruzes • 🇧🇷 BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Customer Success and Customer Experience management, with a strong focus on performance indicators, SLA compliance, and contract negotiations. Proficient in fostering client relationships and driving customer retention through analytical problem-solving and effective communication.

Highest-signal resume keywords

Customer Success ManagementSLA ManagementContract RenewalsPerformance Indicators (KPIs)Negotiation Skills

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills

Customer Experience ManagementCustomer RetentionCancellation ReversalsAnalytical SkillsPerformance Tracking

Soft Skills

Excellent Communication SkillsOrganizational SkillsProactive AttitudeTeamworkProblem-Solving Skills

Tools & Technologies

CRM ToolsMicrosoft Office

Industry Keywords

TelecommunicationsInternet Service ProvidersService QualityCustomer SatisfactionCommercial Negotiations

About the role

Key responsibilities & impact

Monitor the implementation (Delivery) process, ensuring that deliverables are completed within agreed timelines.
Perform ongoing follow-ups with involved departments to ensure adherence to schedules and SLAs.
Monitor Technical Support interactions, tracking SLA compliance, service quality, and customer satisfaction.
Prepare and track performance indicators (KPIs) related to service, support, implementations, and customer satisfaction.
Work on retention processes and cancellation reversals, identifying root causes, proposing solutions, and negotiating alternatives to retain contracts.
Periodically review active contracts, identifying those nearing expiration or no longer valid.
Lead contract renewals, price adjustments, and commercial negotiations with clients.
Conduct follow-up meetings with strategic clients to strengthen relationships and identify improvement opportunities.
Record and monitor action plans to resolve operational deviations and customer complaints.
Serve as the focal point between clients and internal teams, ensuring clear communication and alignment of expectations.

Requirements

What you’ll need

Experience in Customer Success, Customer Experience, Customer Service, or related areas.
Knowledge of performance indicators (KPIs), SLA management, and customer experience management.
Excellent verbal and written communication skills.
Negotiation skills and ability to manage customer relationships.
Analytical, organized, and results-oriented.
Experience with customer retention, cancellation reversals, and contract renewals.
Knowledge of telecommunications and internet service providers is a plus.
Familiarity with CRM tools and Microsoft Office.
Fluent in English (speaking, writing, and reading).
Fluent in Spanish (speaking, writing, and reading).
Proactive.
Sense of urgency.
Strong organizational, planning and strategic skills.
Customer-focused.
Negotiation skills.
Analytical mindset and problem-solving skills.
Teamwork and collaboration.

Benefits

Comp & perks

Meal voucher / Food allowance
Transportation voucher or Fuel allowance
Health insurance
Birthday day off
Length-of-service awards
Wellhub (Gympass)