Customer Success Analyst
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Job Description
Customer Success Analyst ensuring client retention and success with Pulsus solutions. Collaborating with teams to optimize performance and client experience in a tech-driven environment.
Responsibilities:
- Manage a low-touch portfolio, acting as a business consultant to ensure client retention and sustainable success.
- Monitor and analyze key metrics (Net MRR Expansion, Churn, Coverage, and CSAT), translating metrics into predictive action plans to optimize base performance.
- Develop and implement personalized success plans, ensuring customers achieve their business objectives and extract maximum value from the Pulsus platform.
- Perform ongoing diagnostics to identify, negotiate, and convert expansion opportunities, driving revenue growth within the customer base.
- Lead strategic renewal negotiations, balancing customer satisfaction with operational profitability.
- Conduct continuous follow-ups (meetings, RTS, and RMS) online with customers to ensure their satisfaction;
- Deliver training to enable customers to use our solutions and platform effectively;
- Facilitate communication between customers and internal teams, ensuring an integrated and efficient experience;
- Resolve complex issues, acting as a facilitator to find solutions;
- Actively contribute to the continuous improvement of the CS area, proposing methodological innovations that raise operational efficiency and the quality of customer relationships.
Requirements:
- Proven experience in Customer Success processes, account coverage, retention, and negotiation;
- Excellent communication and interpersonal skills;
- Consultative negotiation skills, capable of leading strategic conversations about ROI and business value;
- Strong analytical thinking and proactive problem-solving abilities;
- Experience delivering customer trainings and enablement sessions;
- Ability to work collaboratively in a dynamic, results-oriented environment.
Benefits:
- Meal/food allowance in partnership with iFood;
- Health insurance: SulAmérica - Clássico Apartamento or Especial 100 R1, or Unimed Unimax;
- Dental plan: SulAmérica or Bradesco Odonto;
- Profit-sharing/variable compensation according to achievement of company targets;
- Birthday day off.
- Our partnerships and agreements:
- Wellhub (Gympass)
- Starbem: discounts and mental health support consultations;
- NewValue: benefits club with discounts at partner stores.
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