Customer Success Analyst

2 semanas atrás

Belo Horizonte, Brasil Pingback Tempo inteiro
As a Customer Success Analyst you will be responsible for customer service, your day-to-day will be to meet the demands of creators, contributing to answer questions and solve any problems with the platform.
You will also be contributing so that creators can make a living with their content in a simpler, fairer and more direct way. Want to change the way content is made and distributed?
**ASSIGNMENTS**
- Monitor platform usage metrics and statistics;
- Meet the demands of customers of different sizes and segments;
- Intermediate demands from external and internal customers;
- Structuring processes, manuals and procedures in the CS area;
- Control service SLA's, guaranteeing that customers will have the return within the agreed period;
- Contribute to constant improvements.
- Reading tools and analyzing the health of the portfolio and creating actions on top of it: identify upsell/cross sell/expansion opportunities in the customer base, create action plans for customers at risk, Churn and Engagement;
- Have interactions with other areas of the company such as: Finance, Development and Sales, looking at customer experience and support.
- Directing customers on onboarding;
- Collaborate with internal processes and products, acting as a filter and mediator between the client and Pingback;
- Completed or ongoing higher education;
- Possess intermediate/advanced knowledge in Excel or Google Sheets;
- Have analytical skills and enjoy working with numbers and metrics;
- Have good communication and resourcefulness to relate to clients and peers;
- Organization, pro-activity and resourcefulness, in addition to a good ability to argue and communicate;
- Basic knowledge of CS metrics and their analysis;
**DIFFERENTIALS**
- Have affinity and experience with digital platforms;
- Have experience in service/relationship with B2C customers;
- Intermediary English;

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