Senior Customer Success Analyst - Remote

Overview

Zenvia is seeking a Senior Customer Success Analyst to join our team and enhance the experience of our clients at a more strategic level. If you are driven by results, passionate about relationships, and see customer success as a key component for sustainable business growth, this opportunity is for you!

In Short

• Ensure clients have a positive experience by understanding their needs and concerns post-sale.
• Analyze customer data and feedback to identify opportunities for improvement in experience and satisfaction.
• Act as a liaison between clients and internal teams, promoting effective solutions for product and service-related issues.
• Develop trust-based relationships with clients, ensuring they feel supported and valued throughout their journey.
• Manage and resolve complaints with empathy, always seeking the best possible solution.
• Collaborate with sales teams to provide valuable insights and contribute to continuous improvements in the post-sales journey.
• Maintain detailed records of client interactions, documenting problems and solutions, and generate performance analysis reports.

Requirements

• Minimum of 5 years of experience in Customer Success.
• Solid experience in customer service, in the area of Customer Care or Customer Success.
• Advanced Excel or Google Sheets skills.
• Knowledge in complaint management and problem resolution.
• Experience with metrics and data analysis.
• Aptitude for collecting and analyzing feedback, identifying improvement opportunities.
• Familiarity with CRM and customer support tools (such as Salesforce and/or Movidesk).
• Proactive, organized, and results-oriented profile.
• Excellent communication skills and empathy for dealing with clients.

Benefits

• 100% remote work with flexible hours.
• Zenvia Care is our benefits program for you and your family.
• Healthcare: health and dental plan with no co-participation for the employee and the possibility of including dependents, life insurance, telemedicine, and medical specialties.
• Wellness care: payroll loan after 3 months, day off on your birthday, TotalPass, plus sports and nutritional coaching and free telepsychology for dependents.
• Parental care: extended maternity and paternity leave, support for pregnant employees, and childcare assistance up to 71 months.
• Remote Care: policy for those who want to temporarily relocate, R$1,500.00 to assist with home office equipment, monthly home office assistance of R$250.00 with the possibility of allocating R$50.00 to Private Pension, Alelo Tudo worth R$950.00 in Meal/Food Vouchers or flexible benefits, and partnership with Woba for co-working spaces throughout Brazil.
• Career: internal mobility program, language program, and access to a Learning Hub for your development and to activate your potential and design your career at ZENVIA.
• Participation in results, because you helped build them.
• Direct connection with colleagues from other countries and an informal work environment where colleagues share knowledge, collaborate, and learn together.
• Transparency, open dialogue, and security for everyone to be who they want to be are essential for us.