Product Support Specialist assisting customers via CRM and phone at SmartSense. Resolving inquiries and issues in the IoT space while maintaining performance standards.
About the role
- Customer Success Analyst responsible for monitoring clients' success with Nomus ERP system and conducting proactive follow-ups. Engaging with clients and addressing concerns for effective support.
Responsibilities
- Introduce Nomus University to new clients.
- Resolve customer tickets related to Nomus University.
- Monitor customer success metrics.
- Track the progress of implementation projects for clients.
- Proactively contact clients and hold follow-up meetings to listen to their questions, feedback and suggestions, and assist them.
- Propose actions for clients who are struggling to progress in the project.
- When a project is successful, evaluate the reasons for success and share best practices with the team.
- Contact and meet with clients who request cancellation, evaluate why we failed and try to reverse the cancellation.
- Monitor cases of disengaged clients.
- Maintain communication with other departments at Nomus to ensure the client is supported.
Requirements
- Completed degree in humanities, social sciences, engineering, or technology.
- Availability to work 40 hours per week, Monday to Friday, from 08:00 to 17:00.
- Previous experience in customer success, implementation, or support at software companies, preferably in ERP/enterprise resource planning software.
- Good communication skills and willingness to speak with people by phone and in meetings.
- Calm demeanour and emotional intelligence to listen to and handle customer dissatisfaction.
- Proactive, eager to learn, and committed.
- We accept candidates from all over Brazil. Candidates residing in Rio de Janeiro or São Paulo will have a hybrid work arrangement with in-office presence at Nomus once per month. Candidates residing outside Rio de Janeiro will work remotely (home office).
Benefits
- Group life insurance.
- Caju flexible card — choose to use it at supermarkets or restaurants.
- Health insurance.
- Dental insurance.
- Home-office allowance.
- Education allowance.
- Semi-annual bonus aligned with performance evaluation and Nomus results.
- Career development plan.
- Flexible hours.
- Remote work (home office).
- Company-provided equipment.
- Gympass.
- Day off.
- Extended maternity and paternity leave.
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