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.

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.