Customer Service Representative in a Legal Tech firm focusing on client acquisition and engagement. Engaging with potential clients and managing lead qualification in a digital environment.
About the role
- Customer Success Analyst at Minha Biblioteca managing strategic client accounts and improving activation workflows for client satisfaction. Coordinating internal processes for customer engagement and account retention.
Responsibilities
- Account management to maintain and expand the client base: Independently manage a portfolio of clients to strengthen relationships and increase the user base;
- Identify opportunities and improve product activation and outreach flows with clients: Analyze and propose improvements to activation and platform promotion processes;
- Interface with cross-functional teams: Serve as the liaison between clients and internal teams to resolve operational issues;
- Contribute to building processes that drive new business: Support the design and implementation of processes that promote business expansion;
- Proactive management of large/key accounts: Manage a high-value client portfolio, focusing on strengthening relationships and identifying opportunities to increase contract value;
- Develop upselling strategies for high-value accounts: Create and implement targeted upsell strategies for strategic clients to maximize account value;
- Coordinate retention actions for at-risk high-value accounts: Implement retention strategies for high-value accounts showing signs of churn risk;
- Maintain and update CRM records through contacts made by phone, email, and social media;
- Conduct platform training for clients and partners.
Requirements
- Bachelor's degree (completed);
- Experience in Customer Success;
- Ability to manage a portfolio of strategic clients, prioritizing requests and activities;
- Ability to lead high-performance projects with responsibility, commitment to deadlines and targets, accuracy in reporting, and readiness to handle urgent or special requests;
- Must be based in São Paulo (city or Greater São Paulo).
- **Differentials:**
- Postgraduate degree or MBA;
- Experience working in Customer Success for EdTech systems;
- Familiarity with agile methodologies (Scrum, Kanban, etc.);
- Experience with CRM systems and ticketing/issue management.
- **Competencies:**
- Energetic and consistently customer-success oriented;
- Strong interpersonal and teamwork skills;
- Strong communication and relationship-building skills.
Benefits
- Medical and dental insurance (coverage extendable to dependents);
- Meal voucher;
- Monthly stipend;
- TotalPass (corporate wellness platform);
- WellHub;
- Day off during your birthday month;
- Access to Minha Biblioteca's collection of over 15,000 books;
- Performance management with tools that support career development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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