Senior Specialist in Customer Success enhancing customer value and growing business at Mastercard. Engaging with stakeholders to optimize Mastercard services for clients.
About the role
- Customer Success Analyst ensuring continuous value from financial and technology solutions in São Paulo. Focused on building long-term client relationships and improving customer engagement.
Responsibilities
- The Customer Success professional will work to ensure that the client obtains continuous value from the company's products or services.
- Ensure an excellent post-sales experience.
- Focus on building long-term relationships, anticipating needs and guiding customers to achieve their goals.
- Monitor success metrics, working with measurements and analyzing survey results and indicators such as KPIs, NPS, CSAT and churn.
- Generate reports on customer requests and needs.
- Educate customers on the proper use of products, track the customer journey and implement strategies to increase engagement and retention.
- Collect customer feedback and relay it to product, marketing and sales teams.
- Recommend improvements based on usage and customer-identified needs.
- Support team development by providing technical assistance and guidance to more junior colleagues.
Requirements
- Effective communication
- Teamwork
- Empathy and active listening
- Problem-solving focus
- Proactivity
- Curiosity and continuous learning
- Organization and autonomy
- Customer focus and empathy
- Experience in customer service and metrics analysis
- Analytical skills for data interpretation
- Knowledge of data manipulation and reporting tools
- Intermediate Excel – pivot tables, VLOOKUP and charts
- Knowledge of Customer Success and Customer Experience — retention practices, NPS, retention metrics and customer journey
- Experience using CRM tools
- Knowledge of sales and post-sales processes
Benefits
- Bradesco Health Plan
- Bradesco Dental Plan
- Childcare assistance
- TotalPass
- Life insurance
- Meal allowance (VR)
- Food allowance (VA)
- Commuter benefit (VT)
- Home office allowance
- Sesc partnership benefits
- Partner discounts club
- Online therapy platform - Orienteme
- Semi-annual profit sharing (PLR) based on performance evaluation
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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