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MercafacilAnalista de Customer Success OPS – Pleno
Operational Analyst ensuring customer success in retail and industry sectors. Managing data operations and support in a hybrid work environment.
About the role
- Collaborate with internal stakeholders (Renewal Managers and Account Managers) to align customer needs
- Provide strategic guidance and support to ensure comprehensive adoption of Meltwater solutions
- Empower clients with tools and resources to cultivate advocacy and strengthen billing relationships
- Foster understanding of customers' organizational context and tailor solutions accordingly
- Partner with Account Managers to identify upsell and cross-sell opportunities
- Proactively engage accounts ahead of renewals to mitigate risk and support renewals
- Own customer account gross retention and prioritize satisfaction and loyalty
- Drive client engagement and product adoption through onboarding, training, and ongoing support
- Conduct executive business reviews to gather feedback and drive continuous improvement
- Identify expansion opportunities and communicate them to Account Managers
Requirements
- Bachelor's degree or higher preferred
- Minimum 2 years hands-on experience in account management, customer success, or related field
- Demonstrated expertise in customer success or account management
- Exceptional communication and interpersonal skills
- Excellent written and verbal communication skills in English
- Results-driven mindset with proactive problem-solving
- Collaborative spirit; ability to work cross-functionally
- Willingness to work hybrid schedule (required in-office 3 days per week)
- Ability to legally work in the country of hire
Benefits
- Comprehensive paid time off
- Excellent medical, dental, and vision options
- 401(k) matching
- Life insurance
- Commuter benefits
- Parental leave plans
- Complimentary CalmApp subscription for you and your loved ones
- Energetic work environment with hybrid work style
- Ongoing professional development opportunities
- Quarterly commissions (subject to the terms of the applicable commission plan)
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
ST
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