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Customer Success
4 semanas atrás
CUSTOMER SUCCESS (CS):
Missão do cargo: Assegurar a relação a longo prazo com os clientes, proporcionando propostas de valor oportunas a nível de produtos e serviços, para fortalecer a fidelização, aprovação, renovação e/ou ascensão nos produtos da empresa.
Responsabilidade:
- Realizar (e gravar) o Onboarding de novos clientes.
- Acompanhamento contínuo dos clientes a fim de assegurar a renovação recorrente dos serviços.
- Atividades de “Customer Success” ou Sucesso do Cliente na tradução literal, e auxílio efetivo nos problemas e necessidades enfrentados pelos clientes.
- Auxílio ao cliente em relação ao método ensinado, através de uma régua de comunicação.
- Gerir e acompanhar a carteira de clientes através dos CRM´s.
- Assegurar a relação entre os clientes e a área de suporte, de forma a facilitar a resolução de incidentes para os utilizadores.
- Conceber estratégias que permitam aos clientes atingir o valor e os objetivos estabelecidos no contrato de serviço.
- Apoiar o cliente para obter o maior valor possível dos produtos e serviços, para aumentar o valor do tempo de vida do cliente e evitar o churn.
- Manter um conhecimento funcional e técnico auxiliando o cliente com os desafios da aplicação da metodologia.
- focar na aprovação, renovação e/ou ascensão do cliente.
- Atuação em conjunto com o corpo administrativo, demandas administrativas e contato direto com os clientes.
- Conhecimento básico de plataformas do mercado digital, como chat guru, zoom etc.
Requisitos:
- Mais de 2 anos de experiência na área de Sucesso do Cliente ou no atendimento ao cliente.
- Experiência em retenção e renovação de contas.
- Gestão de carteira de clientes.
- Experiência de trabalho com clientes de empresas digitais.
- Experiência em empresas digitais.
- Experiência em CRM.
- Experiência em métricas de satisfação (NPS).
Remuneração: Fixo (de acordo com senioridade) + Comissão
Modelo: MEI (PJ)
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