Senior Customer Success Analyst - Blumenau

Serasa Experian is Brazil's leading Datatech, specializing in risk and opportunity analysis for credit, authentication, and fraud prevention. With 22,000 employees in 32 countries, they invest in technology and talent to help individuals and businesses thrive. This role seeks a highly motivated Customer Success Analyst to join their dedicated team. The ideal candidate will be passionate about helping clients achieve financial goals and ensuring continuous satisfaction. The analyst will build strong relationships, provide personalized support, and guidance to promote client success on the platform.

Must Have

• Completed or ongoing higher education in Administration, Economics, Finance, or similar areas.
• Previous work experience in Customer Success, Customer Service, Finance, or related areas.
• Excellent verbal and written communication skills.
• Customer orientation with a customer-centric mindset.
• Strong analytical skills and ability to interpret data.
• Ability to work independently and collaboratively in a dynamic environment.
• Proficiency in software tools and CRM systems.
• Skills with Excel and PowerPoint.
• Develop and maintain strong relationships with clients.
• Understand client needs to offer personalized solutions.
• Collaborate with internal teams (Product Development, Marketing, Technology).
• Perform regular analyses of client performance and success metrics.
• Provide training and support to clients on platform and product usage.
• Anticipate and proactively mitigate potential client issues.
• Actively participate in client retention, identifying churn risks.
• Maintain accurate records of client interactions in CRM.

Perks & Benefits

• Commitment to building an inclusive culture
• Environment that balances career with personal commitments
• Focus on well-being
• Awarded by Great Place To Work™ in 24 countries
• Certified by Top Employers
• Recognized as one of the best companies for young professionals
• 4.6 rating on Glassdoor

Company Description

Serasa Experian is the first and largest Datatech in Brazil. A leader in intelligence solutions for risk and opportunity analysis, focusing on credit, authentication, and fraud prevention journeys. With cutting-edge technology, innovation, and the best talent, it transforms the uncertainty of risk into the best decision, helping people achieve their dreams and companies of all sizes and segments to prosper.

We have 22,000 people operating in 32 countries, and every day we are investing in new technologies, talented professionals, and innovation to help all clients maximize every opportunity. With corporate headquarters in Dublin, Ireland, Experian is listed on the London Stock Exchange (EXPN) and is part of the FTSE 100 index.

Job Description

We are looking for a highly motivated Customer Success Analyst to join our dedicated team. The ideal candidate will be passionate about helping clients achieve their financial goals and ensuring their continuous satisfaction with our services. The Customer Success Analyst will be fundamental in building strong relationships with clients, providing personalized support and guidance to promote their success on our platform.

Qualifications

What we are looking for in you!

• Completed or ongoing higher education in related areas, such as Administration, Economics, Finance, or similar areas.
• Previous work experience in Customer Success, Customer Service, Finance, or related areas.
• Excellent verbal and written communication skills, with proven ability to build strong interpersonal relationships.
• Customer orientation, with a customer-centric mindset and ability to understand and anticipate their financial needs.
• Strong analytical skills and ability to interpret data to guide customer success decisions.
• Ability to work independently and collaboratively in a dynamic and fast-paced environment.
• Proficiency in software tools and CRM systems.
• Skills with Excel and PowerPoint.

Responsibilities:

• Develop and maintain strong relationships with clients, acting as their primary point of contact for all inquiries and needs.
• Deeply understand client needs and objectives to offer personalized solutions and ensure their continuous satisfaction.
• Collaborate with internal teams, including Product Development, Marketing, and Technology, to ensure effective solution delivery and resolve any client issues.
• Perform regular analyses of client performance and success metrics to identify areas for improvement and upsell opportunities.
• Provide training and support to clients on the effective use of our platform and products, ensuring they are making the most of their benefits.
• Proactively anticipate and mitigate potential client problems or challenges, working collaboratively to find effective solutions.
• Actively participate in client retention, identifying churn risks and implementing strategies to increase client loyalty.
• Maintain accurate records of client interactions and regularly update our customer relationship management (CRM) system.

Additional Information

Serasa Experian is much more than you imagine. With the purpose of creating a better future, expanding opportunities for people and businesses, in Brazil we are more than 4 thousand people who work in various teams and specialties. Here, every knowledge and diversity complement each other, and you can work on what you love most. We are committed to building an inclusive culture and an environment where people can balance their careers with their personal commitments and interests, valuing well-being.

We are very dedicated to being one of the best and most innovative companies to work for in the country, providing incredible experiences and careers for our people. Our strong people-first approach is externally recognized through various market certifications: we have been awarded by Great Place To Work™ in 24 countries and by the international Top Employers certification, in addition to being recognized as one of the best companies for young professionals and having a 4.6 rating on Glassdoor. Each recognition indicates that we are on the right path, providing an increasingly better work environment for our talents.