Back
Customer Success Specialist
Full-time
JoomPulse is an AI analytics tool for Mercado Livre and Shopee sellers, part of Joom Group, an international e-commerce technology group. We are looking for a proactive, customer-focused Customer Success Specialist to foster strong client relationships, enhance user satisfaction, and support product adoption and retention.
Responsibilities
Develop and maintain strong client relationships, ensuring alignment with customer needs.
Provide fast and complete answers to clients' questions and support 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 a 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 the ability to handle difficult conversations and build client trust.
Ability to collect, structure, and filter client feedback and share it with internal stakeholders.
Hands-on experience with customer retention and nurturing relationships with small and medium businesses.
Strong analytical skills and a data-driven approach.
Practical experience with AI tools and quick software-learning ability.
Experience working to KPIs (SLA, CSAT, Retention, Churn, Refunds) with results-oriented execution.
Preferred
Good English proficiency.
Experience in a similar Brazilian e-commerce and/or analytical-tools company.
