Customer Success Analyst - Full Customer Success

Customer Success Analyst - Full Customer Success at Experian in São Paulo, Brazil.

Requirements

• Customer focus
• B2B portfolio management
• Analytical thinking
• Problem solving
• Communication and relationships
• Teamwork

Benefits

Serasa Experian is much more than you imagine. With the purpose of creating a better future, expanding opportunities for people and companies, in Brazil we have more than 4 thousand people who work in different teams and specialties. Here, each knowledge and diversity complements each other and you can work on what you love most. We are committed to building an inclusive culture and an environment in which people can balance their careers with their personal commitments and interests, valuing well-being.

We are very dedicated to being one of the best and most innovative companies to work for in the country, enabling incredible experiences and careers for our people. Our strong people-first approach is recognized externally through several market certifications: we were awarded by Great Place To Work™ in 24 countries and by the international Top Employers certification, in addition to being recognized as one of the best companies for young professionals and having a 4.6 rating on Glassdoor. Each recognition shows us that we are on the right path, providing an increasingly better work environment for our talents.

• Experian Careers - Creating a better tomorrow together
• Find out what its like to work for Experian by clicking here

About the Company

Experian is a global data and technology company that drives opportunities for people and businesses around the world. We operate in several markets, such as financial services, health, automotive, agribusiness, insurance, among others. Experian invests in people and advanced new technologies to unlock the power of data. We have an incredible team of 25,200 employees in 32 countries.

Our uniqueness is to value yours. Experian's people-centered, inclusive and purpose-driven culture is recognized by numerous awards - including World's Best Workplaces™ 2025 (Fortune's Global Top 25) and Great Place To Work™ in 26 countries, among others. Check out Experian Life on social media or explore our careers site to see why. Experian is also proud to be an equal opportunity and affirmative action employer.

Description

Manage a portfolio of customers, promoting adoption, value generation and success in the use of contracted solutions. You will be responsible for monitoring portfolio health indicators, identifying risks and opportunities, conducting action plans and supporting revenue retention and expansion initiatives. The position requires an analytical profile, customer orientation, problem solving, an expansive profile and the ability to act in a consultative manner to ensure the best experience, contributing to the clients' business objectives and the Company's results.

Portfolio and Relationship Management

• Manage low and medium complexity customer portfolio or scope.
• Act as the main point of contact for matters related to the use of contracted solutions.
• Build trusting relationships with customers, ensuring continuous monitoring of their needs.
• Conduct periodic meetings to monitor and align results.

Adoption and Value Generation

• Support the construction and execution of customer success plans.
• Monitor indicators of use and adoption of solutions.
• Promote best practices to increase the value perceived by the customer.
• Act to accelerate the activation and use of contracted products.
• Support clients in capturing expected results and obtaining a return on the investment made.

Retention and Portfolio Health

• Monitor portfolio risk and health indicators.
• Identify customers with low adoption, reduced consumption or signs of churn.
• Develop and execute action plans to mitigate risks.
• Support contract renewal processes with the responsible teams.
• Contribute to maintaining the portfolio's recurring revenue.

Data Analysis and Indicators

• Monitor Customer Success metrics: Health Score, Product Adoption, Engagement, Consumption, NPS and CSAT.
• Prepare monitoring reports and presentations.
• Use data to support decisions and prioritization of portfolio actions.

Identification of Opportunities

• Identify opportunities to increase consumption and expand the use of solutions.
• Support cross-sell initiatives together with commercial teams.
• Direct identified opportunities to responsible stakeholders.

Governance and Customer Experience

• Record interactions, action plans and activities in CRM.
• Ensure the execution of processes and playbooks in the Customer Success area.
• Identify opportunities for improvement in the customer journey.
• Share portfolio feedback with partner areas.

Voice of Customer and Continuous Improvement

• Work in partnership with Commercial, Product, Operations, Technology and Service.
• Support initiatives and projects aimed at improving the customer experience.
• Contribute to the dissemination of the Voice of the Customer within the organization.

Mandatory Qualifications

• Experience in Customer Success, Customer Relationship, Customer Experience, Pre-Sales or related areas.
• Experience with B2B customer portfolio management.
• Analytical ability to interpret data and build action plans.
• Good verbal and written communication.
• Organization and ability to manage multiple demands.
• Knowledge of CRM and productivity tools.

Behavioral Skills

• Customer focus
• Empathy and relationship building.
• Clear and objective communication.
• Analytical thinking.
• Organization and operational discipline.
• Ability to prioritize.
• Proactivity.
• Teamwork.
• Results orientation.
• Continuous learning.