Customer Success Associate

2 semanas atrás

São Paulo, São Paulo, Brasil OTTera Inc Tempo inteiro
**Location**
Brazil, On-site
**Job Summary**
OTTera Customer Success Associates act as the customer's trusted advisor providing a voice, support, guidance, and knowledge resources that will facilitate the achievement of their business objectives using the organization's products and services throughout all phases of the customer lifecycle.
**Duties and Responsibilities**
- Implements strategies and processes that deliver consistent customer satisfaction and retention.
- Ensures that onboarding processes are precisely executed to build a strong customer relationship.
- Utilizes extensive product knowledge, problem-solving skills, and training to enhance customer engagements and achieve successful outcomes.
- Coordinates with internal teams to access additional resources and facilitate the solutions and tools needed by customers.
- Delivers customer feedback as a voice of the customer to internal teams identifying customer needs, ideas, and challenges.
- Advocates for solutions, product enhancements, and other actions to meet the needs of customers.
**What will my day look like?**
- Learn, translate, and enhance OTTera OTT and linear product knowledge documents.
- Support and train personnel to produce process flow suggestions and in some cases directly implement changes.
- Work with OTTera customers directly to assist requests for on-boarding, training, and general support.
- Work with OTTera sales and technical teams to provide product demonstrations and assist in answering general product workflows.
**Preferred Qualifications**
- Bachelor's degree or equivalent experience.
- Requires 1-2 years of relevant experience in customer success in a SaaS, digital media, or technology environment.
- Skilled in Microsoft Office Suite, particularly Excel, PowerPoint, and Word.
- Familiarity with online platforms and customer service standards.
- Excellent organizational and multitasking abilities in fast-paced environments.
- Detail-oriented with a strong sense of accountability and ownership.
**About OTTera**
**Culture**
We're a proudly diverse, global team that values collaboration, inclusion, and a wide range of perspectives. Our work culture is built on open communication — we hold formal standups twice a week, along with regular informal check-ins to support each other and tackle challenges as they come up.
This is a fast-paced, dynamic environment with multiple initiatives moving forward at once. We're looking for individuals who are organized, adaptable, and self-motivated — people who ask the right questions, take initiative, and are excited to help us expand our footprint in the streaming space and shape the future of digital content.

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