Analista de Sucesso do Cliente – CSM
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Job Description
Customer Success Analyst at VExpenses focused on reducing churn and driving satisfaction for medium and large clients. Engaging with key accounts and implementing strategies for business growth.
Responsibilities:
- Como temos caminhado junto a empresas de grandiosas dimensões, precisamos oferecer cuidados especiais a esses negócios. Queremos, junto a você, continuar entregando experiências fantásticas a essas organizações!
- Na vaga de ANALISTA DE SUCESSO DO CLIENTE (RETENÇÃO DE MÉDIAS/GRANDES CONTAS), você será responsável por:
- Conduzir estratégias e iniciativas que reduzam os índices de churn em sua carteira de clientes;
- Identificar oportunidades de upsell e cross-sell no dia a dia com empresas clientes;
- Monitorar e garantir a satisfação das empresas que usam a VExpenses e estão sob a sua responsabilidade;
- Participar de reuniões com clientes, acompanhando as suas expectativas frente ao valor ofertado pelas soluções da VExpenses;
- Acompanhar alguns dos nossos clientes Key Accounts, realizando contatos frequentes de modo a construir relacionamentos e identificar questões a serem tratadas.
Requirements:
- Organização: esperamos que você consiga se organizar em meio a diversas informações de diferentes clientes da sua carteira;
- Capacidade de negociação: no dia a dia, essa habilidade certamente te ajudará a combinar prazos e definir próximos passos;
- Empatia: esperamos que, diante da paixão por ajudar, você consiga impactar verdadeiramente as empresas que estiverem com você;
- Trabalho em equipe: será essencial para a construção de novos processos e estratégias, oferecendo insights valiosos para novas soluções;
- Boa comunicação: garantirá uma experiência fluida para o cliente, trazendo confiança, permitindo um bom relacionamento;
- Experiência como CSM, Analista de Sucesso do Cliente ou correlatas: nessa oportunidade, buscamos pessoas que já tenham trabalhado na área de Sucesso do Cliente, especialmente junto a empresas de alto ticket-médio!
- Apresentar experiência comprovada na área de Sucesso do Cliente, especialmente se essa tiver envolvido o contato com empresas de médias e grandes dimensões;
- Ter atuado com retenção/prevenção de churn;
- Ter experiência no uso de técnicas como cross sell e upsell;
- Ter trabalhado com Health Score, NPS, Csat, KPI e OKRs;
- Ter disponibilidade para trabalhar 40 horas semanais;
- Estar disponível para eventualmente realizar viagens pela empresa.
Benefits:
- Home-office durante toda a sua jornada, com um time completamente disposto a caminhar ao seu lado (mesmo que a alguns quilômetros de distância);
- Convênio médico sem coparticipação e com cobertura nacional;
- Liberdade para alocar seus benefícios em vale-alimentação e/ou vale-refeição, quando quiser e como você preferir;
- Acesso a medicamentos e produtos de saúde com preços reduzidos;
- Todas as ferramentas de trabalho (notebook, fone, mouse etc.);
- Bônus por indicações contratadas em processos seletivos;
- Acesso ao WellHub e TotalPass, com várias soluções de bem-estar;
- Contato próximo com fundadores, sócios e sócias;
- Muita liberdade (e apoio) para ser quem você é;
- Ambiente descontraído e colaborativo;
- Dress-code livre no dia a dia;
- Acesso a plano odontológico;
- Licença-maternidade e paternidade estendidas;
- Dayoff de aniversário;
- Muito aprendizado e crescimento!
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