Customer Success Associate managing SMB customer relationships in SaaS at Sitemate's Austin office. Support onboarding, retention, and growth for customers in the heavy industries.
About the role
- Analista Customer Success at Onisys, a logistics company improving transportation efficiency. Ensuring client satisfaction and system usability for strategic objectives.
Responsibilities
- Ensure system usability by supporting clients in making the best use of the platform to meet their strategic objectives.
- Deliver presentations to client stakeholders and teams, demonstrating results, features and opportunities for improvement.
- Conduct on-site visits and hold regular meetings with key clients to maintain close relationships and understand their needs.
- Execute system implementation with the client, from onboarding through stabilization of the tool’s use.
- Provide functional support for the platform, resolving questions and issues with agility and empathy.
- Monitor customer success metrics (KPIs), identify risks and opportunities, and propose action plans for continuous improvement.
- Track and act to ensure high levels of customer satisfaction by monitoring NPS (Net Promoter Score).
- Monitor churn metrics and proactively work on customer retention and identifying causes of cancellation.
- Maintain a travel routine to visit key clients onsite, strengthening relationships and promoting engagement.
Requirements
- Experience in Customer Success, Support, Projects or related areas.
- Strong knowledge of Excel and Power BI.
- Clear, empathetic communication skills with a results-oriented approach.
- Ability to analyze data and performance indicators (such as NPS, churn, engagement).
- Availability for frequent travel.
- Comfortable presenting and leading meetings with diverse stakeholder profiles.
- Ability to work in São Paulo (Paulista) with a hybrid schedule: 3 days in-office and 2 days remote.
Benefits
- Health insurance with low co-pay.
- Company-paid dental plan.
- Company-paid life insurance for protection and peace of mind.
- Flexible benefit for meals or groceries.
- Gympass and Zenklub included as benefits, providing access to fitness activities and mental wellness services.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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