Mid-Level Customer Success Analyst
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Job Description
Analista de Customer Success conduzindo onboarding, treinamentos e gestão de carteiras para clientes da plataforma de gestão empresarial da Omie. Monitoramento de adoção, satisfação, retenção e churn.
Responsibilities:
- Lead the onboarding of new customers, focusing on expectation alignment, needs assessment, and support during their initial access and system adoption.
- Assist with planning and executing essential configurations, defining the implementation timeline, and structuring the work environment.
- Conduct individual or group training sessions to enable users to use the system’s features, reducing operational dependencies.
- Develop, update, and enhance educational content and training materials to increase engagement and knowledge retention.
- Manage a portfolio across multiple industries, mapping different scenarios, challenges, and needs to turn the Omie Ecosystem into practical results.
- Monitor portfolio progress, anticipate questions, and develop action plans to ensure high perceived value, satisfaction, and retention.
- Identify signs of churn and disengagement, proactively addressing issues and capitalizing on expansion opportunities.
- Manage consultative customer contact through meetings, phone calls, email, and WhatsApp.
Requirements:
- Experience managing SaaS customer portfolios.
- Experience in Customer Success, consultative support, relationship management, or account management.
- Experience with or knowledge of system implementation/onboarding and related operational processes.
- Ability to manage multiple demands simultaneously while maintaining quality and organization.
- Strong communication skills with diverse audiences, using clarity, empathy, and negotiation skills.
- Consultative, proactive, and problem-solving mindset.
- Ability to analyze metrics, identify risks and opportunities, and turn data into action plans.
- Business acumen to connect customer needs with solutions within the Omie Ecosystem.
- Ability to work in dynamic environments with autonomy and a sense of urgency.
- Focus on adoption, satisfaction, retention, and generating customer value.
- Passion for helping people and building relationships based on trust.
- Preferred: B2B Customer Success experience.
- Preferred: Experience with ERP and business management systems.
- Preferred: Experience with metrics such as Health Score, NPS, churn, adoption, and engagement.
Benefits:
- Dental Plan | Amil Dental
- Health Plan | Bradesco Saúde
- Mental Health Platform
- Telemedicine Platform
- Life Insurance | Prudential
- Pharmacy Benefit
- Gym Allowance
- Birthday Day Off
- Flexible Meal Voucher
- Home Office Allowance
- Childcare Assistance
- Transportation Voucher and Company Shuttle
- Discount Platform (Allya, SwileShop, and Dell)
- Educational Benefits
- Travel Benefits
- Pet Health Plan
- SESC
- Long-Term Profit-Sharing Program (PPRL)
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