Customer Success Representative

4 semanas atrás

Rio de Janeiro, Rio de Janeiro, Brasil Fielo Tempo inteiro
**This is Fielo**
Fielo is a fast-growing international company that is bringing innovation and scale to loyalty programs through an innovative product portfolio.
Our cloud-based, Salesforce-native loyalty software solution allows large and mid-sized organizations to build and run highly-scalable loyalty and incentive programs for consumers (B2C), partners (B2B) and employees (B2E) audiences.
The Fielo loyalty automation platform is a Salesforce AppExchange strategic partner and already powers loyalty programs for many global enterprises - and is on track to add much more this year.
We are growing and we are looking for a Customer Success Representative to join our team.
**Customer Success Representative**
The Customer Success Representative role is the bridge between Fielo and the customer. You will keep in contact with customers to support them in their journey with Fielo. You will make sure that your customers' program is succeeding and that your customers are reaching their Program Goals and Incentive KPIs. **In summary your role is to add value to Fielo's customers.**
**What you will do**
- Maintain a close relationship with the customer
- Be the point of contact with the customers
- Be the bridge between Fielo and customer
- Retain customers and reduce churn
- Keep the customers' information up-to-date on the database
- If the customer asks for something, make sure that you know who is the best person in Fielo to help them
- Access Salesforce Customer Org's to prepare reports and dashboards
- Analyze data to build customer's metrics
- Keep the metrics running smoothly
- Understand the customers' needs and translate them into actions
- Prepare and lead QBR (Quarterly Business Review) presentations
- Keep the customers informed and aware of what our levels of service are
**How you will do it**
- Always looking for marketing material that could be beneficial to the customer's program
- NPS/CSAT surveys and especially the follow up
- Prepare and Analyze the customers' data
- Give training sessions on Fielo to the customers
- Give suggestions on improvements to their program
- Have a good relationship with PS and Product teams so you can connect with them anything that is related to your customers
- Have a good relationship with the Sales Account Executives
- Have a good relationship with the Loyalty and Incentives Subject Matter Expert
**What you need**
- Fluent English is mandatory
- Spanish is a plus
- 2 to 3 years experience in Customer Success
- Have an analytic mindset and be able to draw conclusions from numbers
- Proficiency in Excel/Google Sheets and PowerPoint/Google Slides
- Knowledge of CRM Software (Salesforce) is a plus
- Be proactive, that is the main point of customer success
- Familiarity to work with clients of all sizes, industries and cultures.
- Tech Savvy
- Experience in Loyalty Programs, CRM strategy, Customer Experience is considered as a plus
- Customer Success Obsessed
- Friendly personality
- A people's person, like to talk, and relate with people
**Ready to meet us?**
We can't wait to meet you

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