Director of Customer Success managing customer accounts and processes for Nextpower's solar technology. Leading the establishment of systems for onboarding and managing module frame customers.
About the role
- CRM Analyst architecting strategies to enhance customer satisfaction and engagement at Pmweb. Focused on customer interactions to maximize service value.
Responsibilities
- Opportunity Identification: Detect new needs and expand clients’ service portfolios.
- Proactive Communication: Maintain daily contact with clients, participating in meetings and interacting via email and WhatsApp.
- Strategic Relationship Management: Build close relationships with clients, understand their needs, and deliver exceptional service.
- Platform Adoption: Drive increased use of Pmweb platforms and products, boosting client engagement and satisfaction.
- Workshop Facilitation: Develop and deliver workshops to train clients on effective use of available tools.
- Project Management: Participate in special projects assigned by management and collaborate with operational teams.
- Metrics Monitoring: Track clients’ metrics daily to ensure strategies are optimized.
- Impactful Reporting: Prepare and present weekly and monthly reports with insights on performance and service consumption.
- CRM Strategy Development and Execution: Focus on optimizing segmentation and campaign personalization using methodologies such as RFV and LTV.
- Control Group Implementation: Measure the effectiveness of marketing campaigns to ensure efficient resource allocation.
- LTV Analyses: Identify high-value customers and propose actions to maximize return on the customer relationship.
- Multichannel Campaign Development: Design campaigns aligned with customers’ needs and behaviors using segmentation data.
- CRM KPI Monitoring: Analyze retention, churn, and engagement rates and recommend continuous improvements.
- Cross-functional Collaboration: Work with marketing, data, and BI teams to align CRM strategies with business objectives.
- Detailed Performance Reporting: Provide insights into customer behavior and campaign effectiveness.
Requirements
- Bachelor’s degree in Marketing, Advertising, Communications, or related fields.
- Prior experience managing client portfolios and providing strategic account servicing.
- Strong knowledge of digital marketing, CRM campaigns, and performance marketing.
- Familiarity with CRM, CRO, and loyalty best practices.
- Proficiency in data analysis, metrics, and results interpretation to identify new business opportunities.
- Spanish language skills considered a plus.
Benefits
- Medical and Dental Insurance
- Life Insurance
- Childcare Assistance
- Birthday Day Off
- Wellhub
- Commuter Allowance (Vale Transporte)
- Meal and/or Food Allowance (Vale Refeição/Alimentação)
- Language Learning Incentive
- Education Incentive
- Certification Incentive
- Home Office Allowance
- Structured Performance Review Cycle
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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