Customer Success Analyst, Mid-Level

🔥 0 minutes 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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Omie

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2013

☁️ SaaS

💳 Fintech

🛍️ eCommerce

SaaS • Fintech • eCommerce

Omie is a cloud-based ERP system designed to simplify business management for small and medium enterprises. It offers comprehensive solutions for financial management, sales control, and inventory management, helping businesses to operate more efficiently and effectively. With features such as automated processes, real-time financial monitoring, and seamless integration, Omie empowers entrepreneurs to unlock their growth potential and streamline their operations.

📋 Description

• Structure, manage, and continuously improve the onboarding and ramp-up program for new employees in Implementation, Retention, Engagement, and Support. • Work closely with the Training & Development team, aligning instructional methodologies and learning paths. • Create tools, guides, and methodologies to support Customer Success best practices and customer service excellence. • Map, standardize, and document processes while maintaining a centralized, up-to-date, and accessible knowledge base. • Analyze feedback and Adoption, Risk, Retention, and customer service audit data to identify training gaps. • Design and deliver hands-on training on CRM, WhatsApp, Intercom, scheduling tools, and internal systems. • Create and support soft-skills workshops and training, including assertive communication, active listening, de-escalation, time management, negotiation, and consultative skills. • Build, maintain, and monitor operational dashboards covering ramp-up, efficiency, tool adoption, and the impact of training programs. • This role will not be responsible for developing or delivering technical and functional training on business rules or ERP/software features.

🎯 Requirements

• Bachelor’s degree completed or in progress in Business Administration, Communications/Public Relations, Education, Human Resources Management, Psychology, Production Engineering, Technology/Information Systems, or a related field. • Highly instructional, facilitative, and empathetic approach. • Excellent verbal and written communication skills for leading workshops and behavioral activities. • Strong process-oriented mindset and rigorous organizational skills for managing knowledge bases and documentation. • Proactive and autonomous profile, with the ability to identify needs, take ownership of initiatives, and independently lead projects from planning through delivery. • Previous experience in Enablement, Operations Training & Development, CS Operations, or Customer Service/Customer Success training. • Previous experience in B2B SaaS companies or technology startups. • Practical proficiency with operational tools, including CRM systems, customer service platforms, and WhatsApp (Intercom, Zendesk, etc.). • Experience creating playbooks, customer service guides, and soft-skills development paths. • Proficiency with documentation tools (Notion, Confluence, Loom, LMS platforms). • Excel proficiency (including SUMIF, VLOOKUP, XLOOKUP, and pivot tables) for tracking adoption and cohort metrics. • Practical ease with AI tools (ChatGPT, Gemini, Claude, etc.) and workflow automation. • Preferred: basic knowledge of SQL for querying, extracting, and combining data, as well as processing operational datasets. • Preferred: experience creating dashboards and management views in Databricks, Power BI, Metabase, and/or Looker Studio. • Preferred: courses or certifications in Nonviolent Communication (NVC), Conflict Management, or Facilitator/Trainer Development. • Preferred: experience with quality audits (QA / Call Reviews / Chat Reviews). • Preferred: experience building queries and data pipelines for CS/Operations teams in Databricks. • Preferred: experience implementing AI solutions for automating training and customer service processes.

🏖️ Benefits

• Dental Plan | Amil Dental • Health Insurance | Bradesco Saúde • Mental Health Platform • Telemedicine Platform • Life Insurance | Prudential • Pharmacy Benefit • Gym Allowance • Birthday Day Off • Flexible Meal Voucher • Home Office Allowance • Childcare Assistance • Transportation Voucher and Company Shuttle • Discount Platform (Allya, SwileShop, and Dell) • Educational Benefits • Travel Benefits • Pet Health Insurance • SESC Benefits • Profit-Sharing and Results Program (PPRL)