Mid-Level Customer Success Analyst

Job not on LinkedIn

🔥 16 hours ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Mercafacil

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2015

💼 Consulting

📣 Marketing

📦 Logistics

💰 Venture Round on 2021-12

Consulting • Marketing • Logistics

Mercafacil is a technology company designed to enhance the retail sector, particularly supermarkets, by utilizing customer behavior data to optimize sales strategies. Their comprehensive solutions integrate CRM, e-commerce, and trade promotions to improve customer retention and increase average transaction values. With over 4,500 stores using their platform and 100 integrated ERPs, Mercafacil aims to streamline operations and drive profitability for their clients in both physical and online retail environments.

📋 Description

• Accelerate adoption and value generation for RAF customers (Associative Networks, Members, and Franchises) • Manage a customer portfolio, prioritizing customers by risk and potential, diagnosing usage and revenue, and identifying low adoption or churn risk through health metrics • Lead training sessions and webinars on the CRM and provide consultative support to less digitally mature customers • Align top-down initiatives with network boards, present results and ROI, and confirm agreed objectives • Create customer engagement cadences and personalized approaches for reactivation, upselling, and cross-selling • Map the technical, ERP, and statutory limitations of each network and keep the Knowledge Base up to date • Document interactions, risks, and opportunities • Collaborate with Support, Product, Sales, and Implementation teams to resolve critical cases • Propose improvements to workflows, playbooks, and the customer success journey

🎯 Requirements

• Bachelor’s degree completed, preferably in Marketing or a business-related field • Previous experience in Customer Success, Account Management, consulting, or B2B sales • Consultative profile, with the ability to teach the basics and engage resistant executives and decision-makers • Proficiency in Microsoft Office, especially Excel, and CRM platforms • Experience in food retail, particularly supermarkets, is a plus • Customer Success and/or CRM courses or certifications are a plus • Experience managing high-volume customer portfolios is a plus • Experience working with customers with varying levels of digital maturity is a plus • RAF Portfolio Management • SaaS metrics: Total MRR, Expansion N-MRR, Cancellation MRR, Logo Churn, Health Score, and NPS • Consultative Selling • Enablement and Training: webinars, training sessions, and one-to-many meetings • CRM and Management Tools • Knowledge of Food Retail • Agility, boldness, collaboration, curiosity, self-development, pursuit of excellence, commitment to inclusion, prioritization, resilience, and a problem-solving mindset

🏖️ Benefits

• SulAmérica or Central Nacional Unimed medical insurance, depending on the region where you primarily reside, for you and your dependents at no monthly cost, with copayments based on usage • Odontoprev dental insurance for you and your dependents at no monthly cost, with copayments based on usage • Meu Doutor, with a family physician available to employees and dependents actively enrolled in the medical plan • Maternity Program for employees or dependents • Flu vaccination for you and your dependents at no cost • Prevenar 13 vaccination • Life insurance • Gympass • Extended maternity and paternity leave • Flexible benefits through the Caju card | Meal and food vouchers (VR/VA) • Birthday day off • Day off for moving home • Extended wedding leave • No dress code • Performance reviews • Corporate University • Feedback culture and frequent one-on-one meetings • 100% remote work