Analista de Sucesso do Cliente Sênior (Remoto)

Job Description

Zenvia is seeking a Senior Customer Success Analyst to join its dynamic team. This role is crucial for ensuring customer satisfaction and expansion. The ideal candidate will manage customer success, identify and resolve client issues, and create scalable expansion strategies. They will also utilize CRM tools and present to clients in webinars and meetings.

The role involves:

• Managing customer success with scalable strategies.
• Identifying and resolving client issues.
• Creating scalable expansion strategies for upselling and cross-selling.
• Using CRM and customer management tools like Sensedata and Zenvia Customer Cloud.
• Making data-driven decisions based on operation metrics.
• Speaking in public in webinars, lives, presentations, or strategic meetings with clients.

Requirements:

• Experience in Customer Success, Customer Experience, or CRM in a tech 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, AI, and customer management tools.
• Experience in expansion and retention in CS.
• Knowledge of automation and scale in CS.
• Experience in customer journey, research, prevention, and process mapping.
• Resilient profile with excellent adaptability.
• Excellent verbal and written communication skills.
• Knowledge of data analysis and dashboard presentation.

Zenvia offers:

• 100% remote work with flexible hours.
• Comprehensive benefits program (Zenvia Care) including health, wellness, parental, and remote care.
• Career development opportunities including internal mobility and language programs.
• Profit sharing.
• Direct connection with international colleagues and an informal work environment.