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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
- Develops strategic engagement plans that anticipate client needs and enhance satisfaction.
- Facilitates workshops or training sessions to deepen client relationships.
- Creates and implements communication strategies that promote clarity and engagement.
- Provides coaching to peers on effective communication techniques.
- Acts as a subject matter expert, guiding clients on advanced product applications and troubleshooting complex issues.
- Shares knowledge with team members.
- Leads discussions on market trends that impact client strategies, offering proactive advice to help clients adapt to changes.
- Designs and implements comprehensive solutions that address complex client challenges, ensuring alignment with overall account strategies.
- Oversees resolution processes for high-impact client issues, ensuring thorough communication and follow-up with stakeholders.
- Develops systems to track and analyze client interactions, identifying patterns that inform proactive service interventions.
- Builds strong relationships with key clients, ensuring their voices are represented in organizational decisions and strategy.
- Analyzes feedback trends to identify areas for improvement and collaborates with cross-functional teams to implement changes based on merchant insights, enhancing overall service delivery.
- Proactively seeks and proposes tailored growth opportunities based on merchant needs and business goals, using data and insights to support recommendations.
- Develops and executes initiatives aimed at increasing merchant satisfaction, such as loyalty programs or customized service offerings, measuring their effectiveness through metrics.
Requirements
- 3+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.
- Minimum 7 years in a Customer Servicing, Merchant Servicing, Account Management or Customer Success Manager, or another customer-facing role;
- Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)
- Experience in Looker, Tableau, other data visualization tool, or willingness to learn
- Prior payments industry experience preferred
- Demonstrable ability to clearly communicate, compellingly present to, and successfully influence key stakeholders across functions
- Experience successfully navigating matrixed, cross-functional team environments
- Ability to work at pace and tenaciously pursue resolution of complex issues
- Bias towards action and desire for continues learning and development
Benefits
- Flexible work environment
- Employee shares options
- Health and life insurance
- Medical, dental, vision coverage
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