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Open nowPosted 40 days ago

Analista de Sucesso do Cliente Pleno

ELEVAR TELECOM LTDA

Where
Hortolândia, SP, Brasil
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Your applicationOpen nowAnalista de Sucesso do Cliente PlenoELEVAR TELECOM LTDA · Hortolândia, SP, Brasil

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on ELEVAR TELECOM LTDA's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: posted 40 days ago

The posting

Buscamos um(a) Analista de Sucesso do Cliente Pleno para atuar de forma proativa na gestão da jornada e da experiência dos nossos clientes.

Esse profissional será responsável por acompanhar a saúde da carteira, identificar riscos de insatisfação e cancelamento, desenvolver ações de retenção e relacionamento e identificar oportunidades de evolução dos clientes. Também terá participação importante na estruturação das rotinas, processos e indicadores da área de Customer Success.

Procuramos alguém com perfil analítico, proativo, organizado e relacional, capaz de transitar entre clientes, dados e áreas internas, transformando informações da carteira em ações concretas.

Principais responsabilidades

  • Acompanhar a jornada do cliente, identificando pontos de atrito, riscos e oportunidades de melhoria da experiência;
  • Realizar contatos proativos de pós-instalação e acompanhamento da carteira;
  • Identificar clientes em risco a partir de chamados, reclamações, inadimplência, redução de plano, tentativas de cancelamento e outros sinais;
  • Atuar na retenção e recuperação de clientes, entendendo as causas de insatisfação e negociando alternativas adequadas;
  • Analisar os motivos de churn e cancelamento, identificando padrões e oportunidades de melhoria;
  • Monitorar indicadores de experiência, retenção e saúde da carteira;
  • Segmentar e organizar a carteira de clientes conforme critérios de acompanhamento e prioridade;
  • Consolidar feedbacks e a voz do cliente, transformando informações em oportunidades de melhoria para as áreas internas;
  • Identificar oportunidades de upgrade, adequação de planos e contratação de serviços adicionais, de forma consultiva;
  • Atuar em conjunto com Comercial, Suporte, Operações, Financeiro e Atendimento na resolução de causas que impactem a experiência do cliente;
  • Apoiar a estruturação dos processos, rotinas, registros e indicadores de Customer Success.

Experiência profissional: preferencialmente em Customer Success, relacionamento, retenção, atendimento, telecom ou serviços recorrentes.

Formação: Graduação completa ou cursando em Administração, Marketing, Gestão Comercial, Comunicação, Processos Gerenciais ou áreas correlatas. Não deve ser eliminatória diante de boa experiência prática.

Diferêncial: Experiência em ISP/telecom com carteira, retenção, upgrade e relacionamento com clientes.

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  1. A CV for this posting

    Written against ELEVAR TELECOM LTDA's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on ELEVAR TELECOM LTDA's form

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    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    ELEVAR TELECOM LTDA's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

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  6. The interview in your calendar

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