This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Analista de Sucesso do Cliente PL (Risco) based in Brazil.
This role is part of a Customer Success operation focused on ensuring a smooth and value-driven client onboarding journey.
You will proactively identify customers showing signs of stagnation, friction, dissatisfaction, or churn risk.
The position combines customer relationship management, risk analysis, negotiation, and cross-functional coordination.
You will take ownership of critical cases, connecting customers with Implementation, Support, Product, and other internal teams.
As this is an evolving function, you will also help build risk indicators, recovery workflows, and operational processes from the ground up.
The role offers an opportunity to influence customer experience while improving the efficiency and scalability of the onboarding operation.
Success will depend on empathy, analytical thinking, strong communication, autonomy, and the ability to turn complex situations into actionable solutions.
Accountabilities
Proactively monitor onboarding journeys and identify customers presenting risk indicators, including lack of engagement, initial delinquency, stalled progress, or other signs of potential churn.
Take ownership of critical customer situations, managing communication, understanding the root cause of friction, and establishing clear recovery plans.
Coordinate with Product, Technical Support, and other internal teams to remove technical or operational blockers that may delay implementation.
Maintain accurate and up-to-date customer risk information in the CRM, ensuring complete traceability of interactions, actions, and outcomes.
Help structure and improve risk-management processes by identifying recurring patterns, defining alert triggers, and developing customer recovery workflows.
Support Implementation Specialists with tactical guidance for difficult conversations, customer objections, dissatisfaction, and potential cancellation requests.
Analyze operational data and customer signals to identify opportunities for process improvements and more effective risk prevention.
Requirements
Higher education in progress or completed in Administration, Production Engineering, Technology, Information Systems, Economics, Communication, Commercial Management, or related fields.
Previous experience in Customer Success, Onboarding, Technical Support N2/N3, Retention, Risk Operations, or similar customer-facing operational functions.
Excellent communication skills, with an ability to communicate clearly, empathetically, and assertively.
Strong resilience and emotional intelligence for managing conflicts, dissatisfied customers, and challenging conversations.
Strong negotiation, stakeholder management, and cross-functional collaboration skills.
Proactive and autonomous approach to decision-making, with the ability to take ownership of complex cases.
Analytical mindset and ability to interpret data, identify customer behavior patterns, and recommend process improvements.
Strong organizational skills for managing multiple critical cases, priorities, and communication channels simultaneously.
Advanced Excel proficiency, including formulas such as SUMIF, VLOOKUP, XLOOKUP, COUNTIF, and CONCATENATE, as well as pivot tables and charts.
Experience creating, maintaining, and monitoring operational dashboards.
Familiarity with ERP, e-commerce, marketplace, and/or API ecosystems is a plus, particularly for interacting with Engineering and Development teams.
Training or practical experience in de-escalation techniques, Nonviolent Communication (NVC), or advanced negotiation methodologies is desirable.
Benefits
Bradesco Saúde medical insurance.
Amil Dental dental insurance.
Mental health support platform.
Telemedicine platform.
Prudential life insurance.
Pharmacy benefit.
Gym/fitness allowance.
Birthday day off.
Flexible meal allowance.
Home office allowance.
Childcare assistance.
Transportation allowance and company shuttle.
Discounts through partner platforms, including Allya, SwileShop, and Dell.
Educational benefits.
Travel benefits.
Pet health insurance.
SESC benefits.
PPRR (profit-sharing/performance-related benefit).
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