Junior Customer Success Analyst – Construction
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Job Description
Customer Success Analyst in a SaaS company enhancing client relationships in construction sector. Responsible for monitoring client engagement and implementing tailored success plans.
Responsibilities:
- Manage a portfolio of clients on a day-to-day basis, monitoring engagement and usage, and acting proactively when a client begins to disengage;
- Build and maintain close relationships with clients, mapping stakeholders in each account and maintaining constant communication;
- Conduct regular check-in meetings, identifying opportunities and challenges and developing customized success plans;
- Monitor portfolio metrics such as NPS, retention, and expansion, and develop action plans based on these insights;
- Monitor product usage, analyze feedback, reported bugs, and improvement requests, and communicate these insights to internal teams;
- Develop action plans to re-engage disengaged clients, anticipate churn or downsell cases, and propose reversal strategies;
- Identify and map opportunities for upsell and cross-sell (new modules, new projects) and consistently lead these conversations;
- Act as the bridge between the client and internal teams (Support, Product, Finance), translating the needs of on-site personnel to the platform development teams;
- Contribute to the creation of support materials and training content when needed;
- Train client teams for optimal use of the platform, both web and mobile applications;
- Depending on team needs, lead onboarding of new clients: initial configuration, user training, and monitoring first steps on the platform.
Requirements:
- Enrolled in or holding a degree in Civil Engineering, Architecture, Production/Industrial Engineering, Interior Design, or related fields;
- Genuine interest in and familiarity with construction site routines and the construction industry;
- Excellent verbal and written communication skills;
- Demonstrated patience, resilience, and empathy when working with clients;
- Comfortable with change and able to work collaboratively across different teams;
- Comfortable with technology and data. You don't need to be an expert, but must be willing to learn a platform and work with KPIs/metrics.
Benefits:
- Commission
- Wellhub
- Starbem
- Paid time off
- iFood Benefits
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