Analista de Sucesso do Cliente PL (Risco)

Lever, Inc.; Brasil; Presencial; BRL 89 000 - 156 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Bradesco Saúde

Amil Dental

Saúde mental

Resumo da oferta

Analista de Sucesso do Cliente PL (Risco) no Brasil atua no acompanhamento da jornada de onboarding, identificando sinais de risco e conduzindo planos de recuperação com equipes de Product, Suporte e Engenharia. Envolve comunicação empática, negociação e melhoria contínua de processos para prevenir churn.

O papel exige proatividade, habilidades analíticas, organização e forte senso de responsabilidade na resolução de situações críticas, contribuindo para escala e eficiência da operação de

Qualificações

• Graduação em andamento ou concluída nos campos citados.
• Experiência anterior em Customer Success, Onboarding, Suporte N2/N3, Retenção ou operações de risco.
• Habilidades de comunicação claras, empáticas e assertivas.
• Resiliência e inteligência emocional para lidar com conflitos e clientes insatisfeitos.
• Negociação, gestão de stakeholders e colaboração interfuncional.
• Proatividade e autonomia para tomar decisões em casos complexos.
• Mentalidade analítica para interpretar dados e identificar padrões.
• Organização para gerenciar múltiplos casos críticos.
• Excel Avançado e dashboards; familiaridade com ERP/APIs é desejável.
• Treinamento em de-escalation/NVC ou negociação avançada é desejável.

Responsabilidades

• Monitorar jornadas de onboarding e identificar clientes com indicadores de risco.
• Assumir posse de situações críticas, gerenciar comunicação e planos de recuperação.
• Coordenar com Product, Suporte Técnico e equipes internas para remover blockers.
• Manter informações de risco no CRM com rastreabilidade completa.
• Ajudar a estruturar processos de risco e fluxos de recuperação.
• Apoiar Implementação com orientações táticas em conversas difíceis.
• Analisar dados operacionais para identificar oportunidades de melhoria de risco.

Conhecimentos

Comunicação excelente

Resiliência emocional

Negociação

Gestão de stakeholders

Colaboração cross-functional

Autonomia

Análise de dados

Organização

De-escalation techniques (NVC)

Formação académica

Graduação em andamento ou concluída em Administração, Engenharia de Produção, Tecnologia, Sistemas de Informação, Economia, Comunicação, Gestão Comercial

Ferramentas

Excel avançado

Dashboards/BI

ERP/APIs

Descrição da oferta de emprego

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).