Global Customer Success Analyst

Rock Content is a global leader in content marketing and we exist to enable growth opportunities for our customers, employees and partners. We offer an end-to-end content marketing solution, combining SaaS, services, and our talent marketplace.

Guide the customer on the journey towards success, ensuring an unforgettable experience with Rock to achieve the desired result with content marketing, focusing on serving global customers, attending most of the time in English, adapting to their culture in order to deliver success in their perspective.

**Your Impact**:

- Providing high-level customer service to our NAM customers. There is small flexibility, where the analyst can have Brazilian customers up to 20% of his customer base.
- Adapting to the customer culture in order to communicate with empathy and focus on our NAM customers perception of results, to provide a great business relationship.
- Adapting to global processes of selling and management in order to assure a good experience for customers;
- Delivering and communicating ROI for our clients, throughout the customer lifecycle;
- Keep track of customers engagement and satisfaction throughout the customer lifecycle (with closer management assistance)
- Builds and presents basic quarterly business reviews (QBR) to all customers, with data on engagement (software usage/actions taken), results, insights, opportunities, and next steps, always moving forward on our success methodology. (with closer management assistance)
- Be the trusted partner for the customer on the use-case and product functionality
- Monitor customer health to identify risks and opportunities to act proactively on problems and expansion opportunities (with closer management assistance on meetings and building action plans);
- Keep communication flowing between Rock and Customers (NPS, Follow-ups after calls, and in between QBRs with customers and Rockers).
- Constantly seeks opportunities to learn something new (Rock's products and processes, content/digital marketing, SaaS, etc);
- Seek alignment of the customer's expectation with the delivery of Rock, and constantly gives feedback to other teams (product, marketplace, services, finances, legal, etc)
- Record and organize communication so Hubspot records are 100% up-to-date. Follows all internal processes within the CSM and other teams. (with closer management assistance)

**What we're looking for**:

- Communication, Administration, or Marketing Degree.
- Fluent English
- Digital Marketing, Inbound Marketing, and Content marketing.
- Digital strategy
social media
- CRO
- SEO
- Analytics, RD Station, Hubspot
- WordPress
- Negotiation skills and conflict of interest mediation to generate a close and trusting relationship
- 2 years of experience in Customer Success, customer service or sales.
- Teaching techniques and people engagement
- Communication skills
- Emotional intelligence
- Teamwork
- Customer Obsessed
- Entrepreneurship
- Time management
- Basic knowledge of SaaS business model
- Tech-savvy

**What we offer**:

- Rock University - free access to our marketing courses
- Ongoing workshops and webinars on marketing topics
- Flexible hours
- Work from home allowance
- Parents benefits
- Volunteer paid time off
- Birthday and work anniversary days off
- Health insurance
- Dental Insurance
- Being part of a dynamic, talented team distributed around the world
- Making an impact in a global, established but scaling startup where you will see results of your work helping to drive us forward
- Being empowered to make decisions to improve customer satisfaction
- Continuous growth opportunities for our customers, talent community, and Rockers
- **
Other benefits may be available according to your location.