Cs Operations
6 meses atrás
**Nível**: Analista
**Cursos de**: Administração
**Escolaridade**: Graduação - Completo
**Tipo de contrato**: PJ
**Jornada de trabalho**: 40h semanais
Disponibilidade para home-office
**Benefícios**: Gympass
**Responsabilidades e Experiências desejáveis**:
**Principais Responsabilidades**:
Coletar, analisar e interpretar dados relacionados à performance do cliente, identificando oportunidades de melhoria, gargalos e propondo soluções para aumentar a eficácia e a satisfação do mesmo;
Atuar de forma estratégica e de suporte ao Head de Customer Success, auxiliando na segmentação dos clientes com base nos dados;
Mapear a jornada do cliente e auxiliar na maximização de oportunidades (expansão de receita);
Elaborar relatórios e dashboards personalizados para fornecer insights, visando uma tomada de decisão mais embasada;
Gerenciar e otimizar as ferramentas e sistemas utilizados pela equipe de CS, como CRM, entre outras;
Desenvolver e manter métricas e KPIs para medir o desempenho do cliente e acompanhar o progresso das metas estabelecidas;
Realizar, elaborar e acompanhar dados dos indicadores do setor como: churn, NPS, CSAT, Healthscore;
Implementação de processos, fluxos e automações (Hubspot);
Colaborar com outras áreas da empresa, como Marketing e Vendas, para garantir a integração e alinhamento de processos que impactem o sucesso do cliente;
Realizar análises em processos internos que podem ser desenvolvidos permitindo melhoria contínua no trabalho e estrutura do time de Customer Success;
Acompanhar tendências e inovações relacionadas à área de Customer Success, recomendando a adoção de novas tecnologias e metodologias para impulsionar a eficiência e a qualidade do serviço.
**Competências comportamentais**:
Capacidade analítica e orientada a dados;
Capacidade de transformar problemas complexos em componentes gerenciáveis e simplificados, pensando em soluções aplicáveis e sustentáveis;
Comunicação assertiva;
Relacionamento interpessoal;
Empatia e entusiasmo.
**Será um diferencial**:
Experiência como CS Ops;
**Conhecimento de plataformas de Customer Success e CRM**: HubSpot e Airtable.
Analista
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