RevOps Analyst – Retention & Churn (Mid-Level)

Job not on LinkedIn

🔥 1 minute ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💹 Revenue Operations

👻 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

• Manage the operational workflow related to lost revenue, including cancellations, delinquency, and contract renewals • Triage and process cancellation requests received through Zendesk, ensuring accurate categorization and compliance with SLAs • Contact the responsible CSM to qualify the stated reason and identify the root cause of the cancellation • Conduct customer exit interviews and document findings in a structured manner • Process cancellations and update statuses, dates, and contracts • Identify and classify revenue-loss reasons to support strategic decision-making • Communicate final billing information, deactivation dates, and contract closure details to customers • Work with Finance to verify contractual notice periods and outstanding financial obligations • Keep the Qualitative Churn database up to date, ensuring consistency and traceability • Support updates to the customer map for accounts approaching their renewal window • Monitor the renewals pipeline in HubSpot and support periodic reporting to CS leaders • Contribute field data and observations to structural analyses of churn and delinquency • Update metrics such as cancellation rate, retention rate, and request volume • Collaborate daily with Customer Success, Sales, Finance, and Product

🎯 Requirements

• Previous experience in Customer Success, Customer Experience, Retention, or Customer Relationship Management • Experience in B2B SaaS is a plus • Ability to handle difficult conversations with empathy and clarity when working with dissatisfied customers • Strong active listening skills • Proficiency in Google Sheets, including formulas, pivot tables, and data organization • Experience with CRM systems, ideally HubSpot • Experience with ticketing systems, ideally Zendesk or an equivalent platform • Strong organizational skills and the ability to manage multiple cases within deadlines • Data curiosity and the ability to understand the causes behind the numbers • Knowledge of SaaS metrics such as MRR, NRR, GRR, and Churn Rate is a plus • Experience with Looker Studio, Power BI, or another BI tool is a plus • Basic knowledge of SQL or Python is a plus • Familiarity with automation or generative AI tools such as Zapier, Make, ChatGPT, or Claude is a plus • Experience with contract renewal workflows is a plus • Agility, boldness, collaboration, curiosity, self-development, commitment to excellence, appreciation for inclusion, prioritization skills, resilience, and a problem-solving mindset

🏖️ Benefits

• SulAmérica or Central Nacional Unimed health insurance, depending on your primary region, 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 doctor available to employees and dependents actively enrolled in the medical plan • Pregnancy Program for employees or dependents • Free flu vaccination for you and your dependents • Free Prevenar 13 vaccination • Life insurance • Gympass • Extended maternity and paternity leave • Flexible benefits through the Caju card | Meal and food allowances (VR/VA) • Birthday day off • Moving day off • Extended marriage leave • No dress code • Performance reviews • Corporate University • Feedback culture and frequent 1:1 meetings