Customer Success Analyst

3 semanas atrás

Rio de Janeiro, Rio de Janeiro, Brasil Shape Tempo inteiro
**About Shape**:
**The impact you will have**:
- Optimize the success of recurring customers, increasing satisfaction at each point of their journey, doing proper touchpoint of the work of correlated teams;
- Monitor and contribute to the satisfaction, metrics, engagement, and retention of the customer portfolio, through available tools, proposing improvement actions when necessary;
- Propose and develop continuous improvement actions towards customer success, interacting and sharing insights with Shape's internal areas;
- Monitor Shape's onboarding and ongoing customer processes, using available tools, supporting, and interacting with related teams;
- Support, identify, and direct opportunities for expansion and reduction of customer churn risks to the responsible area;
- Define, structure, and analyze KPIs and reports to measure success, following the area's indicators;
- Create and present follow-up reports on crucial customer indicators;
- Contribute to customer retention and achievement of goals related to customer satisfaction, through action plans defined by the areas involved;
**Take the lead in implementing tools aimed at monitoring customer success**:
- Pipedrive for customer journey management
- SurveyMonkey for Surveys (NPS and CSAT)
- Jira ServiceDesk for technical support management
**Requirements**:
- University degree, preferably in Engineering, Business Administration, or related areas.
- Experience in customer success and relationships with clients.
- Advanced knowledge in the Customer Success area is required.
- Office Package domain required.
- Desirable experience in B2B companies.
- Necessary advanced level of English
**Benefits**
- Profit Sharing Plan: Variable according to your daily performance and the company's total profits;
- Premium Medical Plan: expendable for dependents, without co-participation or payroll deduction for you or your legal dependents;
- Dental Plan: expendable for dependents, without co-participation or payroll deduction for you or your legal dependents;
- Life Insurance: no co-

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