Hybrid Customer Success Analyst – focus on Pharmaceutical Industry

at Paciente 360

• Job title: Customer Success Analyst – focus on Pharmaceutical Industry
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Sao Paulo, Brazil

About the role

• Analista de Customer Success role focusing on the Pharmaceutical Industry in a growth-driven health education startup. Join Paciente360 to enhance client relationships and educational efficacy.

Responsibilities

• Data Analysis: Interpret and analyze collected data using statistical tools and analytical techniques to identify patterns, trends, and relevant insights. Draw meaningful conclusions and recommend strategic actions based on findings.
• Reporting and Presentations: Prepare clear, concise reports presenting research results. Create effective presentations to communicate conclusions to stakeholders.
• Platform Management: Organize and maintain the platform with client-relevant information, understand needs for adjustments, and ensure data integrity and confidentiality.
• Client Relationship Management: Establish and maintain a positive, trust-based relationship with clients, serving as their primary point of contact for questions, issues, or requests.
• Support and Troubleshooting: Provide technical support and assist in resolving client issues, ensuring timely and efficient handling of their concerns.
• Identifying Client Needs: Proactively seek to understand clients’ needs and objectives, identifying opportunities to add value and better meet their expectations.
• Feedback Collection: Request feedback from clients on the product/service, support, and overall experience, and relay this information to relevant departments to drive continuous improvements.
• Fully understand all solutions offered by the company.
• Act proactively with clients to build strategic uses of the solutions.
• Develop plans and actions to promote platform adoption.
• Conduct onboarding and activate clients after the sale.
• Provide training and consulting.
• Conduct meetings and presentations.
• Deliver practical solutions for clients’ day-to-day operations.
• Monitor the customer success journey.
• Develop the customer journey.
• Understand what success means for your client.

Requirements

• Availability to travel and experience serving customers within the country’s Pharmaceutical Industry.
• Degree in areas such as Business Administration, Health Sciences, Communication, Information Technology, or related fields.
• Empathy and active listening skills to understand client needs.
• Ability to work in a team and collaborate with other departments.
• Results-oriented with a focus on customer satisfaction.
• Proactive problem-solving skills.
• Excellent verbal and written communication skills.
• Previous experience in customer service, support, or client relations is an advantage (B2B).
• Flexibility to adapt to different projects and deadlines.
• Strong analytical skills and ability to work with quantitative and qualitative data.
• Driven by challenges and committed to delivering results.

Benefits

• Paid leave (30 days every 12 months worked)
• Quarterly commissions
• Annual bonus based on results according to current policy for the position
• Birthday day off
• Health insurance
• Dental plan
• GymPass (health and wellness benefit)
• Partnership with a language school (per company policy)
• Opportunities for growth, with priority given to internal advancement.