Finnet este o companie braziliană de tehnologie financiară care dezvoltă infrastructură financiară pentru companii și instituții financiare. Fondată în 2003, compania se concentrează pe simplificarea conturilor de plătit și de încasat prin platforma sa Open Finance, care conectează companiile cu principalele bănci și oferă servicii bancare online multifuncționale, gestionarea riscurilor, facturare automată și monitorizarea tranzacțiilor în timp real. Activitatea sa se bazează pe utilizarea automatizării financiare pentru a face tranzacțiile comerciale mai eficiente și mai sigure, iar oportunitățile sunt modelate de produsele și operațiunile sale de tehnologie financiară B2B.
Mid-Level Customer Success Analyst
Manage B2B customer adoption, retention, and satisfaction at Finnet, a provider of financial management, payment, and banking integration technology.
Descriere
- Oversee mid-value customer accounts in the Silver and Bronze segments.
- Manage post-sale relationships to strengthen product adoption, engagement, and perceived value.
- Monitor account health, Health Scores, and product usage and traffic.
- Spot early risk indicators and take preventive action.
- Lead follow-up meetings, regular check-ins, and account action plans.
- Coordinate onboarding and adoption with PMO and Product teams to speed time to value.
- Identify churn risks and support customer recovery and retention plans.
- Coordinate with Support, Product, and Sales to address customer needs, escalating critical issues when necessary.
- Track and report portfolio KPIs, including adoption, churn, NPS, CSAT, and training engagement.
- Help develop and improve Customer Success processes and routines.
- Work with Sales, Product, Projects/PMO, Support, and Finance.
Cerințe
- Undergraduate degree completed or in progress in Business Administration, Technology, Marketing, Economics, or a related discipline.
- Customer Success, customer experience, or project management certifications or coursework are an advantage.
- Intermediate to advanced Excel proficiency.
- Power BI experience is preferred.
- Familiarity with Microsoft 365 tools, including Teams, Outlook, and SharePoint or OneDrive.
- Experience with project or opportunity management tools such as Monday.com, and with ticketing or CRM systems, is preferred.
- Strong analytical and organizational skills, including the ability to interpret KPIs and manage routines.
- Clear written and verbal communication with strong interpersonal skills.
- Consultative approach and a focus on solving problems.
- Organized and proactive, with the ability to manage multiple accounts at once.
- Collaborative and resilient, with empathy and strong relationship skills.
- Prior experience in Customer Success, Account Management, consultative support, or B2B customer service, preferably in technology, SaaS, or financial services.
- Experience managing customer portfolios and relationships with multiple stakeholders.
- Experience tracking customer engagement, product adoption, and satisfaction measures such as NPS and CSAT.
- Experience with customer journeys, onboarding, and structured action plans is preferred.
Beneficii
- Meal and/or food allowance.
- Transportation allowance or mobility support.
- Health and dental insurance.
- Life insurance.
- Wellness program or psychological support.
- Birthday leave.
- Support for education, including courses, certifications, and training.
- Professional development programs and career planning.
- Collaborative workplace with recognition and team events.
- Hybrid and flexible work arrangements according to departmental policy.