Analista de Sucesso do Cliente Pleno (Risco)
J
JobgetherCustomer Success
Based in BrazilFull-TimeMiddle
Salary not disclosed
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Job Details
- Required Skills
- Data AnalysisNegotiationStakeholder managementCustomer SuccessCRM
Requirements
- Have higher education in progress or completed in Administration, Production Engineering, Technology, Information Systems, Economics, Communication, Commercial Management, or a related field.
- Have previous experience in Customer Success, Onboarding, Technical Support N2/N3, Retention, Risk Operations, or a similar customer-facing operational function.
- Communicate clearly, empathetically, and assertively.
- Use resilience and emotional intelligence to manage conflicts, dissatisfied customers, and challenging conversations.
- Apply negotiation, stakeholder management, and cross-functional collaboration skills.
- Work proactively and autonomously, taking ownership of complex cases.
- Interpret data, identify customer behavior patterns, and recommend process improvements.
- Organize and manage multiple critical cases, priorities, and communication channels simultaneously.
- Demonstrate advanced Excel proficiency, including SUMIF, VLOOKUP, XLOOKUP, COUNTIF, CONCATENATE, pivot tables, and charts.
- Have experience creating, maintaining, and monitoring operational dashboards.
- Familiarity with ERP, e-commerce, marketplace, or API ecosystems is a plus.
- Training or practical experience in de-escalation, Nonviolent Communication (NVC), or advanced negotiation methodologies is desirable.
Responsibilities
- Monitor onboarding journeys and identify risk indicators such as lack of engagement, initial delinquency, stalled progress, or potential churn.
- Manage critical customer situations, identify causes of friction, and establish recovery plans.
- Coordinate with Product, Technical Support, and other internal teams to remove technical or operational blockers.
- Maintain accurate customer risk information and traceable records of interactions, actions, and outcomes in the CRM.
- Identify recurring patterns, define alert triggers, and develop customer recovery workflows.
- Support Implementation Specialists with difficult conversations, objections, dissatisfaction, and cancellation requests.
- Analyze operational data and customer signals to identify process improvements and risk-prevention opportunities.
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