Intern working on CRM strategies in a digital marketing agency. Collaborating on client relationship strategies and enhancing marketing funnels and conversion rates.
About the role
- Analista de Customer Success ensuring satisfaction and relationship management for clients at Avantia. Supporting onboarding, monitoring performance, and addressing issues promptly.
Responsibilities
- Provide support to the supervisor to ensure the success and satisfaction of corporate clients throughout their journey with Avantia’s products and services.
- Support clients during the onboarding process and adoption of Avantia’s technology portfolio.
- Monitor the progress of the client portfolio, ensuring proper usage and perceived value of contracted products and services.
- Maintain and update the CustomerX platform, monitoring health indicators (Health Score) and recording interaction history.
- Continuously monitor operational indicators, reporting any signs of dissatisfaction or cancellation risk (churn) to the supervisor.
- Track the contract lifecycle of the portfolio, monitoring terms and supporting renewal processes to ensure service continuity.
- Assist in resolving daily issues and challenges, acting quickly in collaboration with technical support and operations teams.
- Identify upsell and cross-sell opportunities during portfolio monitoring and report them to the sales team.
- Promote ongoing engagement by recommending additional resources aligned with clients’ needs.
- Collect and document client feedback to support continuous improvement of Avantia’s products, services, and internal processes.
- Support the supervisor in consolidating data and metrics for performance evaluation, trend identification, and goal attainment.
Requirements
- Degree in a technology-related field is a plus.
- Experience in customer relations or support, preferably at a security technology company or similar.
- Strong verbal and written communication skills, with the ability to translate technical concepts into language accessible to clients.
- Customer-focused, empathetic, and strong interpersonal skills.
- Ability to assist in problem resolution quickly and help propose effective solutions in challenging situations.
- Interest in understanding clients’ security needs to support the strategic vision of the area.
- Analytical skills to help monitor the performance of Avantia solutions and identify improvement opportunities.
- Basic knowledge of SLA monitoring, contract lifecycle management, and renewals (plus).
- Intermediate or technical proficiency in English (focused on reading and comprehension for the area).
- Valid Brazilian driver’s license (CNH).
- Availability to travel.
Benefits
- Hybrid work model
- Meal/Food allowance (Swile card)
- Transportation voucher
- Health plan with copayment
- Dental plan
- Learning assistance
- Mastercard Surpreenda program
- Discounts at educational, leisure, and health institutions
- Day off on your birthday
- Totalpass: wellness platform with access to gyms, sports, pilates, martial arts, nutrition, etc.
- Emotional care platforms: Psicologia Viva, ZenClub, Vittude
- Life insurance
- Extended maternity/paternity leave
- AvantiaBaby: celebration kit for new babies
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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