Hybrid Customer Success Analyst

at Kenlo

• Job title: Customer Success Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Campinas, Brasil

About the role

• Customer Success Analyst at Kenlo, enhancing real estate service through robust client engagement and strategic solutions.

Responsibilities

• Promote strategic customer relationship initiatives, engaging clients with our solutions;
• Follow the real estate agency's working methodology, proposing solutions that deliver value to the client;
• Be proactive in client relationships, anticipating potential pain points and ensuring minimal impact during crisis situations, exceeding expectations and building trust;
• Understand the client's current situation and challenges, using sales techniques to pursue upsell and cross-sell opportunities;
• Ensure that company-defined targets for your assigned clients are met or exceeded;
• Monitor and manage the health of your client portfolio, reducing churn and extending the duration of partnerships;
• Ensure that information for all clients under your management is regularly updated in our tools, guaranteeing data quality and reliability;
• Closely monitor usage KPIs, identify risks and propose improvements to ensure Customer Success and the highest level of satisfaction;
• Collect and share feedback with our product, engineering, support and commercial teams, contributing to continuous improvement of our products, services and processes;
• Build a culture of excellence in interactions with our clients and internal teams through structured and assertive communication.

Requirements

• Degree in Communication, Business Administration, Marketing or related fields;
• Experience managing client portfolios and customer engagement routines;
• Strong communication skills for leading and presenting online meetings with clients;
• Experience in service companies and/or digital product companies;
• Experience with sales techniques, negotiation and persuasion.
• You will stand out if:
• Experience in the real estate market;
• Experience in a SaaS company;
• Knowledge of KPI management;
• Willingness to travel;
• Proficiency in Google Workspace tools.
• Soft Skills:
• Autonomous attitude to take on challenges as a responsible owner and solution promoter;
• Organizational and planning skills to handle multiple tasks and priorities;
• Crisis management and problem-solving skills;
• Excellent communication skills and adaptability (ability to think on your feet);
• Data-oriented mindset;
• Collaborative attitude and ability to work in a team.

Benefits

• Base salary + variable compensation;
• CLT employment contract (Brazil) – 40 hours/week;
• Flash benefits card;
• Health insurance (100% paid by the company for our Kenlover employees);
• Dental insurance;
• Life insurance;
• Gympass (for you and your dependents);
• Childcare allowance;
• Workplace exercise sessions;
• Corporate education program and learning platform;
• Career development tools;
• Semi-annual performance review;
• Encouragement of regular feedback and 1:1 meetings;
• Employee referral program (QI - "Quem Indica");