Customer Success Specialist

Joom Pulse is a data platform that provides analytics and recommendations for marketplace sellers.Its features allow you to review the most profitable products, know the estimated profit of buying directly from the supplier, discover the categories with the greatest growth potential, and explore profitable ways to expand your business.Joom Pulse helps make e-commerce data easy to understand and efficient for all sellers.Joom Pulse is one of the key businesses of Joom, an international group of e-commerce companies that was founded in **** in Latvia.Joom also includes the following businesses: Joom Marketplace, a platform for shopping from all over the world; Onfy, a pharmaceutical marketplace in Germany, and JoomPro, a platform for cross-border wholesale trade.Joom's offices are located in Latvia, China, Hong Kong, the USA, Germany, Brazil, and Portugal.Joom Group has its HQ in Lisbon, Portugal.We are looking for a proactive, customer-focusedCustomer Success Specialistto foster strong client relationships, enhance user satisfaction, and support seamless product adoption and retention.ResponsibilitiesDevelop and maintain strong client relationships, ensuring alignment with customer needsProvide fast & full answers to clients' questions and support for their problemsKeep customers informed on new features and best practices to enhance usageMonitor customer engagement and satisfaction to identify upsell and renewal opportunitiesLead renewal processes and identify growth opportunities within customer accountsEnsure high retention rate by providing excellent customer success service & supportRequirements1+ years of experience in customer success managementFluency in PortugueseAdvanced communication skills with ability to handle difficult client conversations, build client trust and understand client perspectivesAbility to collect, structure, and filter clients' feedback, and transfer this to the stakeholders as marketing manager, product manager, and other internal teamsHands-on experience with customer retention and nurturing relationships with small and medium businessesStrong analytical skills and data-driven approachPractical use experience of AI tools and quick software learning abilityExperience working based on KPIs (SLA, CSAT, Retention, Churn, Refunds) and results-oriented executionPreferredGood English proficiency andExperience working in a similar Brazilian e-commerce and/or analytical tools' companyWe offerCompensation package: base salary and bonusesPJ employment with a possibility to move to CLT employment later100% paid sick leaveCollaboration with colleagues across Portugal, Brazil, Latvia and China, with opportunities for promotionsBefore applying for the above position, please review our Candidate Privacy Notice here: By responding to the vacancy, you acknowledge that you have read our Privacy notice.*