Customer Success Specialist

Joom; São Paulo; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

An international e-commerce firm in São Paulo is seeking a Customer Success Manager. The role involves building strong client relationships, supporting customer needs, and monitoring satisfaction. Candidates should have over a year of experience in customer success management and be fluent in Portuguese. The company offers a compensation package with salary and bonuses, alongside opportunities for growth within the team.

Serviços

Compensation package with bonuses

100% paid sick leave

Opportunity for promotions

Possibility to move to CLT employment

Qualificações

• 1+ years of experience in customer success management.
• Fluency in Portuguese required.
• Ability to build client trust and handle difficult conversations.

Responsabilidades

• Develop and maintain strong client relationships.
• Provide answers to clients' questions and support.
• Monitor customer engagement and satisfaction.

Conhecimentos

Customer success management

Fluency in Portuguese

Advanced communication skills

Analytical skills

Experience with AI tools

Descrição da oferta de emprego

Overview

Joom Pulse is a data platform that provides analytics and recommendations for marketplace sellers. Its features allow you to review the most profitable products, know the estimated profit of buying directly from the supplier, discover the categories with the greatest growth potential, and explore profitable ways to expand your business. Joom Pulse helps make e-commerce data easy to understand and efficient for all sellers.

Joom Pulse is one of the key businesses of Joom, an international group of e-commerce companies that was founded in 2016 in Latvia. Joom also includes the following businesses: Joom Marketplace, a platform for shopping from all over the world; Onfy, a pharmaceutical marketplace in Germany, and JoomPro, a platform for cross-border wholesale trade. Joom’s offices are located in Latvia, China, Hong Kong, the USA, Germany, Brazil, and Portugal. Joom Group has its HQ in Lisbon, Portugal.

Responsibilities

• Develop and maintain strong client relationships, ensuring alignment with customer needs
• Provide fast and full answers to clients’ questions and support for their problems
• Keep customers informed on new features and best practices to enhance usage
• Monitor customer engagement and satisfaction to identify upsell and renewal opportunities
• Lead renewal processes and identify growth opportunities within customer accounts
• Ensure high retention rate by providing excellent customer success service and support

Requirements

• 1+ years of experience in customer success management
• Fluency in Portuguese
• Advanced communication skills with ability to handle difficult client conversations, build client trust and understand client perspectives
• Ability to collect, structure, and filter clients’ feedback, and transfer this to the stakeholders as marketing manager, product manager, and other internal teams
• Hands-on experience with customer retention and nurturing relationships with small and medium businesses
• Strong analytical skills and data-driven approach
• Practical use experience of AI tools and quick software learning ability
• Experience working based on KPIs (SLA, CSAT, Retention, Churn, Refunds) and results-oriented execution

Preferred

• Good English proficiency
• Experience working in a similar Brazilian e-commerce and/or analytical tools’ company

We offer

• Compensation package: base salary and bonuses
• PJ employment with a possibility to move to CLT employment later
• 100% paid sick leave
• Collaboration with colleagues across Portugal, Brazil, Latvia and China, with opportunities for promotions

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