Full Customer Success Analyst for Partners | RD Station (Remote)

Role Summary

Do you want to be part of a team that creates opportunities and enhances evolution?

How do we achieve all this?

Through an ecosystem of more than 12 thousand non-conformists who, together, offer solutions, products and educate the market. We act as a single TOTVS, integrating different solutions and expertise to educate the market and simplify the business world. For us, evolution is constant and happens from person to person: we use our restlessness to anticipate trends and transform the real growth of technology.

Your challenge on the team

Every month, several partner digital marketing agencies begin their journeys with our solutions, seeking to consolidate themselves in the market and optimize operations through our products. The great challenge of the Customer Success for Partners (CS Partners) area is to proactively monitor these partners and train their teams, ensuring efficient management and expansion of portfolios, in addition to ensuring and encouraging the strategic use of our tools to maximize results.

Within your team, you will act as a bridge between our product ecosystem (RD Station Marketing, RD Station CRM and RD Station Conversas) and the success of our partners, ensuring that our agencies reach their full potential, from the partner just starting out to the top tier that sets the pace of the market.

A difference will be considered

• Experience working with digital marketing agencies;
• Some contact with our main products (RD Station Marketing, RD CRM and RD Conversas);
• Experience with partnership programs;

Being in São Paulo, the capital (this is a remote position, however, some events with our partners take place there, and participation in them is interesting).

Responsibilities

Its main deliverables

• Ensure strategic coverage: maintain a high-value relationship with the base, holding strategic alignment meetings with partners;
• Manage the adoption of RD products by partners, monitoring usability metrics and promoting the full use of available tools;
• Identify risks and opportunities in customer portfolios, focusing on revenue expansion and retention, and ensuring the achievement of financial goals;
• Conduct strategic financial negotiations that add value to the partner and our business;

Ensure efficient and quality communication with internal areas and partners through Service Cloud, telephone, email and video calls.

Requirements

Profile we are looking for

• Experience as Customer Success in a SaaS environment, especially with strategic portfolio management, with a high volume of customers and/or partners;
• Practical experience with challenging financial negotiations;
• Genuine interest in supporting our customers, demonstrating empathy in listening, didactic guidance and resilience in problem solving;
• Influential and adaptive communication to different customer profiles and internal stakeholders;
• Organization and ability to prioritize tasks in a dynamic, fast-paced environment.
• Upselling experience. cross sell and churn reduction

About the Company

Our way of being

🤖IH + AI (Human Intelligence + Artificial Intelligence): We believe that technology enhances, but people direct. Here, AI gives us scale and efficiency, while our Human Intelligence brings strategy, context and care. It is this combination that allows us to create innovative solutions with a real purpose.

🚀Protagonism and Evolution: We are driven by continuous learning and the courage to take charge of our own career. Here, we encourage restlessness and offer a fertile environment for those who want to grow, create and transform.

Responsible Result: We value freedom to act and responsibility for the whole. Here, you have a voice to challenge the status quo and autonomy to seek results that generate real value for our customers and society.

🧘🏼♀️ Integral Well-Being: We care for those who make evolution happen. We seek the integral well-being of each employee, through actions and benefits that enable self-care resources through 5 pillars: Emotional, Financial, Physical, Occupational and Social.

🫂Plurality and Belonging: Diversity is what makes us powerful. We actively promote inclusion and belonging, ensuring that TOTVS is a place where you can be who you are. Our expertise is human and alive: we welcome differences to empower businesses inside and outside the company.

Additional Information

Stages of the selection process

• Application - Submission of application;
• Mindsight – Work style test;
• Talent Acquisition - Competency interview with the recruitment team;

Technical Interview with Role-play/Service Simulation - Technical interview to discuss vacancy requirements and service simulation (prior material for preparation);

Final Interview - Final conversation with management for alignment;

Offer - Phase of completion of the selection process, with the presentation of the work proposal.

Note: There may be additional steps and/or changes, depending on the needs of the process.

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If you are a person driven by challenges, creativity and genuine impact, move forward with us on this journey of evolution!

Be part of our team!