Customer Success Analyst - Sao Paulo, Brasil - RedCloud Technologies
Descrição
About RedCloud
RedCloud is leveraging AI-powered technology to break down the barriers to fair and profitable trade in emerging markets.
RedCloud's Intelligent Open Commerce Platform connects FMCG Brands, Distributors, and Local Merchants on a single, equitable marketplace, empowering them with real-world insights and data to help them make better decisions.
RedCloud enables FMCG Brands to seize new opportunities in emerging markets, facilitates access to more buyers & streamlines operations for Distributors, and helps Local Merchants spend more time selling products, not searching for them.
The company comprises a highly diverse, dynamic team of driven talented people from over twenty different countries, speaking multiple languages, with a physical footprint in Africa, Europe, and Latin America.
The role:
As Customer Success Analyst, you will play an integral role in developing successful, long-term relationships with a portfolio of clients across Brazil, connecting with key business executives and stakeholders.
Acting as a key point of contact between customers and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to customer needs.
Main Responsibilities:
- Serve as the primary point of contact for your assigned accounts, fostering trust and confidence in our partnership. From onboarding through the full customer lifecycle;
- Proactively engage with customers to understand their needs, challenges, and objectives;
- Provide education and resources to customers to enable them to effectively use our products/services;
- Attending to daytoday operational demands, reviewing processes, identifying areas for improvement, monitoring key performance indicators (KPIs), and maintaining regular communication with our valued customers;
- Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors;
- Build a solid understanding of the FMCG distribution chain;
- Discover and analyze gaps in the customer experience that may lead to customer attrition. Work crossfunctionally with others to address such gaps; Working with the Sales team to onboard and integrate new clients and developing existing client relationships.
- Strong understanding of digital solutions across Payments, Ordering, Marketing solutions and B2B marketplaces;
- Ideally some experience in a SaaS or technology business with an ability to understand progressive technology;
- Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and Clevel;
- Highly organized selfstarter who runs towards opportunities;
- Ability to work crossfunctionally in a fastpaced startup environment;
- Experience in interpreting data analytics and deriving insights that drive customer value;
- In this role, you will thrive in an agile, fastpaced technological environment, serving as a bridge between the technical and product teams, as well as our customers;
- We are seeking an individual with excellent written and verbal communication skills in both Portuguese and English;
- Based in São Paulo/SP
- Hybrid workplace
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