Monitor the customer journey to ensure they are using the product or service effectively and receiving the expected value;
Provide training and guidance to maximize product usage and help customers achieve their goals;
Anticipate potential issues before they escalate, acting proactively to find tailored solutions;
Collect and analyze customer feedback to provide valuable insights for product and service improvements;
Monitor key performance indicators (KPIs) and metrics to assess the health of the customer relationship, identify patterns, and make data-driven decisions;
Serve as the primary point of contact, building strong relationships and ensuring smooth communication with internal teams such as technical support and product development;
Actively work to reduce customer churn, focusing on contract renewals and creating a positive customer experience;
Identify and recommend upselling (upgrading to a higher-tier plan) and cross-selling (offering complementary products) opportunities to increase customer value.

Reside in or be willing to relocate to Cascavel, PR;
Good verbal fluency and strong writing skills;
Knowledge of sales and customer management;
Ability to manage conflicts effectively;
Strong communication skills to interact with customers clearly and assertively;
Empathy to understand customers' needs and challenges;
Emotional intelligence to handle different profiles and situations with balance;
Ability to resolve conflicts and problems, ensuring a positive customer experience;
Availability to travel;
Technical or higher education completed or in progress in administration, project management, or related fields.

CAJU meal voucher
(approx. BRL 620.00/month);
Transportation voucher;
Birthday day off: enjoy your day however you prefer;
On-site exercise sessions (workplace gymnastics) 3x per week;
Wellhub (Gympass);
Psicologia Viva: we want you to take care of your overall mental health — 2 free psychologist sessions per month;
Conexa: a platform with health professionals for comprehensive care at accessible rates — 2 free monthly consultations with a nutritionist;
Secure/covered parking;
Break room equipped with microwave, refrigerator, and tables if you prefer to eat on-site;
Fruit Day (fresh fruit provided);
HouseStock — yes, we have an on-site market;
Flexible dress code — we want you to feel comfortable;
Flexible working hours;
Health plan agreement with Unimed;
Network of partner benefits and discounts.

Customer Success Analyst

Key skills