Mid-Level Customer Success Analyst, Risk

Job not on LinkedIn

🔥 41 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

• Identify and take action with customers showing risk indicators during the onboarding process. • Take ownership of communication and recovery efforts for dissatisfied customers, ensuring structured follow-up and a clear action plan. • Lead coordination and escalation with Product and Support (N1/N2) to resolve technical issues that delay or block implementation. • Record and keep the status of at-risk customers up to date in the CRM, ensuring traceability and a complete history of actions taken. • Map risk patterns, define alert triggers, and create operational recovery workflows. • Guide Implementation Specialists through difficult conversations, customer friction, cancellation requests, negotiations, and objection handling.

🎯 Requirements

• Currently pursuing or completed a bachelor's degree in Business Administration, Production Engineering, Technology / Information Systems, Economics, Communications, Sales Management, or a related field. • Clear, empathetic, and assertive communication. • Resilience in managing conflicts and challenging customer interactions. • Strong negotiation skills and the ability to coordinate effectively across teams. • Proactive approach and autonomy in decision-making. • Previous experience in Customer Success, Onboarding, N2/N3 Technical Support, Retention, and/or Risk Operations. • Analytical ability to interpret data, identify stagnation patterns, and recommend process improvements. • Excellent organizational skills to manage multiple critical cases and support channels simultaneously. • Advanced Excel proficiency (formulas: SUMIF, VLOOKUP, XLOOKUP, COUNTIF, CONCATENATE; pivot tables and charts) for analyzing risk datasets. • Previous experience building and monitoring operational dashboards. • General knowledge of the ERP, e-commerce, marketplace, and/or API ecosystems (a plus). • Training or practical experience in de-escalation techniques, Nonviolent Communication (NVC), or advanced negotiation methodologies (a plus).

🏖️ 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 Bonus (PPRR)