About the role

Customer Success Consultant responsible for developing and maintaining corporate client relationships in São Paulo. Managing customer satisfaction, retention, and expansion with a focus on Telecom solutions.

Responsibilities

Manage a portfolio of strategic corporate clients (mid and large accounts), ensuring satisfaction and account growth.
Conduct follow-up meetings (QBRs) to evaluate results and identify improvement opportunities.
Map customer needs and propose solutions aligned with the company’s portfolio.
Monitor success indicators (NPS, churn, service adoption, contract expansion).
Collaborate with internal teams (Sales, Support, Engineering) to ensure excellence in delivered services.
Anticipate risks of dissatisfaction and implement action plans to mitigate them.
Contribute to the evolution of processes and Customer Success best practices.
Act as an escalation point in critical cases, identify root causes and help propose solutions to prevent recurrence.
Plan and monitor processes to ensure customer success.
Assist in defining strategic guidelines for relationship management and retention.
Map needs and propose solutions aligned with Vivo's portfolio.

Bachelor’s degree preferred in Business Administration, Engineering, Marketing, Technology or related fields.
Solid experience managing corporate client relationships, preferably proven experience in Customer Success, Account Management or related areas; experience in telecommunications or technology is a plus.
Advanced knowledge of Telecommunications.
Advanced proficiency in Microsoft Office, especially Excel and PowerPoint.
Strong IT skills.
Proactive with a strong sense of responsibility (“the customer’s problem is our problem”).
Ability to navigate and collaborate across internal teams.
Resilience, empathy and a collaborative mindset.
Ability to plan, execute, monitor and adjust activities with quality and simplicity.
Analytical profile with strong reasoning and a consultative approach and strategic business vision.
Strong communication and negotiation skills with senior executives.
Knowledge of customer success metrics (NPS, churn).
Data analysis skills and experience with performance reporting.
Advanced English and basic Spanish are desirable.

Choose the benefits that best suit you and your dependents through a digital platform with several categories such as gym, meal allowance (VR), grocery allowance (VA), pharmacy assistance, medical coverage, dental care and life insurance.
Company mobile phone.
Unlimited voice and data plan.
Exclusive Vivo offer with special discounts on landline, broadband, TV and apps.
Eligible to receive an annual bonus or PPR (profit-sharing).
Plan your future through a private pension plan.
If you have children, you may receive a subsidy to help with school, daycare or nanny expenses.
Work in an environment that respects your personality, dress style and individuality, allowing you to be authentic.
Work remotely up to 2 times per week.
Flexible working hours.
Enjoy a day off to celebrate your birthday.
Participate in one of the company’s largest corporate volunteering programs to help make a difference.
Take advantage of our Educational Development Program, which offers partnerships with educational institutions at a discount, as well as certifications and online courses.
Accelerate your career through our Internal Recruitment Program, in Brazil or abroad—we operate in more than 17 countries.
Access a range of initiatives to improve your physical, emotional and social well-being.