Senior Customer Success Analyst – Engagement

🔥 0 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟠 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

• Strategically manage a portfolio of major clients and top accounts • Build and strengthen relationships with contacts at various organizational levels, including decision-makers and strategic stakeholders • Monitor the customer journey, ensuring a high-quality experience at every stage • Develop a deep understanding of each customer’s business, objectives, and challenges, connecting them with the solutions offered • Advise customers on the proper and strategic use of the system, driving greater adoption and value realization • Monitor portfolio health, engagement, satisfaction, usage, and results metrics • Identify risks and take preventive action to reduce churn and increase retention • Identify expansion, cross-sell, and upsell opportunities within the portfolio • Lead strategic business reviews, follow-up meetings, and action plans with customers • Work closely with internal teams to resolve requests and ensure an integrated customer experience • Serve as the customer’s primary point of contact within the company, ensuring alignment of expectations and continued partnership growth • Develop success plans and growth strategies for key accounts • Manage conflicts and critical situations with a consultative approach, solution-oriented mindset, and long-term perspective • Contribute to the improvement of Customer Success processes and strategies • Conduct on-site customer visits, both in the same state and in other states

🎯 Requirements

• Solid experience in Customer Success, Account Management, Key Account Management, or related areas • Proven experience managing large accounts and strategic customers • Excellent verbal and written communication skills • Strong relationship-building, negotiation, and meeting facilitation skills • Consultative, strategic, and value-generation-oriented mindset • Ability to understand the customer’s business and turn needs into opportunities • Analytical mindset for monitoring metrics and making decisions • Experience managing a customer portfolio, driving retention, and identifying expansion opportunities • Ability to work independently with strong organization and prioritization skills • Ability to collaborate effectively with multiple departments • Maturity to manage strategic customers and highly complex situations • Results-oriented mindset with a strong focus on customer experience • Knowledge of Customer Success metrics such as Churn, NRR, GRR, Health Score, NPS, and revenue expansion • Experience with upsell and cross-sell strategies • Preferred: experience managing a portfolio in SaaS companies • Preferred: experience working in Customer Success within technology companies • Preferred: familiarity with CRM tools (HubSpot) and Customer Success management platforms • Preferred: experience developing success plans and retention strategies • Preferred: experience working with B2B customers

🏖️ Benefits

• Dental Plan | Amil Dental • Health Plan | 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 Plan • SESC Benefits • Long-Term Profit-Sharing Program (PPRL)