Customer Success Analyst – Relationship and Retention

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🔥 12 hours ago

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Segware

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2001

🔐 Security

🤖 Artificial Intelligence

☁️ SaaS

Security • Artificial Intelligence • SaaS

Segware is a technology company specializing in integrated security solutions, including alarm management, AI-driven predictive analysis, and cloud video monitoring. The company provides a variety of software applications designed to enhance security operations, such as My Security, VTR Mobile, and OS Mobile, which facilitate camera viewing, tactical team management, and service order management. Segware also offers advanced access control systems like Portaria Autônoma® and solutions for condominium management via SCond by Segware. Additionally, it integrates more than 100 hardware manufacturers, ensuring comprehensive security coverage for its clients. With a focus on innovation and scalability, Segware's products aim to elevate the performance and efficiency of security operations across various industries.

📋 Description

• Be the client's focal point throughout the entire post-onboarding journey. • Conduct handoff meetings, callbacks, and success meetings. • Handle cancellation cases directly, seeking retention and recovery of the relationship. • Perform NPS follow-up, identify root causes, and propose improvement actions. • Drive adoption of level-1 features (usability, strategic vision, processes). • Map churn risks and act proactively to mitigate them. • Create and track personalized success plans. • Monitor metrics such as health score, engagement, and adoption. • Record interactions and updates in the CRM with quality and consistency. • Partner with the technical team to ensure deliveries are aligned with client needs. • Identify expansion opportunities (upsell/cross-sell) when appropriate for the client.

🎯 Requirements

• Experience in customer service, relationship management, or Customer Success. • Excellent verbal and written communication skills. • Strong organization, time-management, and prioritization abilities. • Analytical mindset and results-oriented approach. • Ability to conduct difficult conversations (retention, cancellations, NPS). • Previous experience in Customer Success (desirable). • Knowledge of the electronic security, monitoring, or technology market (desirable). • Experience with CRM tools and Customer Success metrics (desirable).

🏖️ Benefits

• Meal/Food allowance • Health insurance (50% employer-paid, 50% employee-paid) • Dental plan (50% employer-paid, 50% employee-paid) • Home office allowance • Day off during your birthday month • Extended paternity and maternity leave • Total Pass: wellness platform offering gyms, sports, Pilates, martial arts, nutrition, etc. • Mastercard Surpreenda program • Emotional well-being platforms: Psicologia Viva, ZenClub, Vittude • Professional Training Program (as per company policy)