Analista de Customer Success – Farmer
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Job Description
Customer Success Analyst responsible for client relationship management and retention, focusing on improving customer experience in a digital growth company.
Responsibilities:
- Gerir a carteira de clientes, garantindo retenção e expansão das contas
- Estruturar e implementar a jornada do cliente
- Desenvolver processos, fluxos e rotinas da área de Customer Success
- Conduzir reuniões de acompanhamento, alinhamento e apresentação de resultados
- Garantir alinhamento entre escopo contratado, entregas e percepção de valor do cliente
- Identificar riscos de churn e atuar preventivamente
- Mapear oportunidades de upsell e expansão da carteira
- Organizar o fluxo de comunicação entre clientes e times internos
- Estruturar indicadores e acompanhamento da saúde da carteira
- Registrar informações e acompanhamentos em CRM
- Coletar feedbacks estratégicos para melhoria contínua da operação e experiência do cliente
- Apoiar o crescimento e amadurecimento da área de CS
Requirements:
- Experiência prévia em Customer Success, Relacionamento com Clientes ou Gestão de Carteira
- Vivência em empresas de serviços, preferencialmente agências de marketing, publicidade ou digital
- Experiência na condução de reuniões estratégicas com clientes
- Conhecimento em marketing digital e dinâmica de agências
- Vivência na criação ou organização de processos de Customer Success
- Familiaridade com CRM e indicadores de retenção, expansão e satisfação
- Capacidade analítica para acompanhamento de indicadores e evolução da carteira
- Ensino superior completo ou em andamento em áreas correlatas
- Comunicação clara, objetiva e profissional
- Perfil consultivo e orientado à solução
- Organização e capacidade de priorização
- Senso de dono e responsabilidade sobre a carteira
- Proatividade para estruturar processos e melhorar fluxos
- Capacidade de negociação e gestão de expectativas
- Orientação para resultados e retenção de clientes.
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