Finnet je brazilsko fintech podjetje, ki razvija finančno infrastrukturo za podjetja in finančne institucije. Podjetje, ustanovljeno leta 2003, se osredotoča na poenostavljanje obveznosti in terjatev prek svoje platforme Open Finance, ki povezuje podjetja z večjimi bankami ter podpira večstoritveno spletno bančništvo, upravljanje tveganj, avtomatizirano izdajanje računov in spremljanje transakcij v realnem času. Njegovo delo temelji na uporabi finančne avtomatizacije za učinkovitejše in varnejše poslovne transakcije, priložnosti pa oblikujejo njegovi B2B izdelki in poslovanje na področju finančne tehnologije.
Mid-Level Customer Success Analyst
Manage B2B customer adoption, retention, and satisfaction at Finnet, a provider of financial management, payment, and banking integration technology.
Opis
- 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.
Zahteve
- 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.
Ugodnosti
- 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.