Customer Success

Lead the onboarding process of new clients, ensure correct adoption of services or technological solutions, and manage customer experience to achieve positive and aligned experiences with company service standards.

Requirements

• Lead onboarding process of new clients
• Accompany clients in initial and subsequent stages of service
• Monitor level of use, adoption, and utilization of implemented solutions
• Identify churn risks and propose preventive actions
• Build long-term trust relationships with clients
• Promote customer retention and contract renewal
• Detect opportunities for expansion within active accounts
• Support Account Manager in identifying client's new needs
• Coordinate with internal areas to ensure compliance with commitments made to the client
• Follow up on incidents, response times, and service quality
• Collect feedback from the client through surveys, follow-up meetings, and satisfaction metrics
• Propose continuous improvements based on customer feedback
• Keep customer information up to date in CRM and management tools
• Prepare reports on account status, adoption, satisfaction, and risks