Analista de Sucesso do Cliente Pleno (Remoto)

Job Description

Zenvia is seeking a Customer Success Analyst to join their dynamic team in São Paulo. The ideal candidate will be responsible for ensuring customer satisfaction and retention by cultivating long-term relationships with clients and partners. This role involves understanding client needs, resolving issues, and identifying opportunities for upselling and cross-selling.

The Customer Success Analyst will work with Mid Market clients, managing their portfolio and using data and metrics to guide decisions. The role requires resilience, adaptability, and excellent communication skills.

Responsibilities include:

• Cultivating long-term relationships with clients and partners.
• Identifying and resolving client issues efficiently.
• Identifying opportunities for Upsell or Cross-sell.
• Developing solid relationships with clients, understanding their needs and objectives.
• Orienting actions and decisions based on data and metrics.

Requirements:

• Experience in Customer Success in a technology or SaaS company.
• Proficiency in Customer Success KPIs.
• Knowledge of data analysis and analytical tools.
• Experience in customer service, support, or related areas.
• Familiarity with CRM and customer management tools.
• Experience in expansion and retention in CS.
• Experience in customer journey, research, prevention, and process mapping.
• Ability to work with Mid Market (Mid Touch and High Touch), managing the client portfolio.
• Resilient profile with excellent adaptability.
• Excellent verbal and written communication skills.
• Sense of prioritization and organization oriented to the client.

Zenvia offers:

• Remote work and flexible hours.
• Healthcare plan without coparticipation.
• Wellness benefits including TotalPass and telepsychology.
• Extended parental leave and childcare assistance.
• Home office equipment allowance and monthly home office assistance.
• Alelo Tudo card for meal/food or flexible benefits.
• Internal mobility program and language program.
• Participation in results.