Customer Success Specialist

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Joom

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2016

🛍️ Comércio Eletrônico

🏪 Marketplace

🤝 B2B

eCommerce • Marketplace • B2B

A Joom é um grupo internacional de empresas de e-commerce, fundado em junho de 2016 em Riga, na Letônia. A empresa se expandiu globalmente, com sede em Lisboa, Portugal, e escritórios na China, Hong Kong, Brasil, Estados Unidos e Alemanha. A Joom opera diversas frentes de negócio, incluindo o Joom Marketplace, que ajuda consumidores a economizar online e oferece aos parceiros soluções de fornecimento multiorigem e logística global. Outros empreendimentos incluem a Onfy, um marketplace farmacêutico online na Alemanha; o JoomPro, uma plataforma B2B para importação de produtos da China; e o Joom Pulse, uma plataforma de dados que oferece analytics e recomendações para sellers de marketplace. A Joom busca aproveitar a tecnologia para tornar o comércio global simples e eficiente.

Descrição

• Develop and maintain strong client relationships, ensuring alignment with customer needs • Provide fast & full answers to clients’ questions and support for their problems • Keep customers informed on new features and best practices to enhance usage • Monitor customer engagement and satisfaction to identify upsell and renewal opportunities • Lead renewal processes and identify growth opportunities within customer accounts • Ensure high retention rate by providing excellent customer success service & support

🎯 Requisitos

• 1+ years of experience in customer success management • Fluency in Portuguese • Advanced communication skills with ability to handle difficult client conversations, build client trust and understand client perspectives • Ability to collect, structure, and filter clients’ feedback, and transfer this to the stakeholders as marketing manager, product manager, and other internal teams • Hands-on experience with customer retention and nurturing relationships with small and medium businesses • Strong analytical skills and data-driven approach • Practical use experience of AI tools and quick software learning ability • Experience working based on KPIs (SLA, CSAT, Retention, Churn, Refunds) and results-oriented execution • Good English proficiency (preferred) • Experience working in a similar Brazilian e-commerce and/or analytical tools’ company (preferred)

🏖️ Benefícios

• 100% paid sick leave • Collaboration with colleagues across Portugal, Brazil, Latvia and China, with opportunities for promotions