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仕事内容
Company Overview
JoomPulse is an AI-powered analytics platform designed for Mercado Livre and Shopee sellers, providing insights on top-performing products and fastest-growing categories. This tool helps sellers make informed decisions to maximize profits. JoomPulse operates under Joom Group, an international technology-driven e-commerce conglomerate established in 2016 in Latvia. Joom Group's family of companies also includes Joom, a global cross-border marketplace; JoomPro, an end-to-end cross-border B2B platform; and Onfy, a pharmaceutical market in Germany. The Group's offices span Latvia, China, Germany, and Brazil, with headquarters in Lisbon, Portugal, fostering a cross-country, collaborative international team.
Role Summary
We seek a motivated Customer Success Specialist committed to building strong client connections, boosting user satisfaction, and facilitating smooth product adoption and retention.
Responsibilities
- Establish and nurture robust client partnerships aligned with their needs.
- Respond promptly and comprehensively to client inquiries and issues.
- Educate clients on feature updates and best practices for optimal utilization.
- Track customer engagement and contentment to spot upselling and renewal chances.
- Drive contract renewals and uncover expansion opportunities within accounts.
- Maintain exceptional retention rates by delivering outstanding support and customer success services.
Requirements
- Minimum one year experience in customer success management.
- Fluent proficiency in Portuguese.
- Excellent communication skills to manage challenging client interactions, earn trust, and grasp client viewpoints.
- Capability to gather, organize, and relay client feedback effectively to marketing, product management, and other internal teams.
- Hands-on experience in customer retention and relationship nurturing specifically with small and medium enterprises.
- Strong analytical mindset with a data-driven approach.
- Familiarity with AI tools and quick adaptation to software platforms.
- Experience working towards KPIs such as SLA, CSAT, retention, churn, and refunds with goal-oriented execution.
Preferred Qualifications
- Good command of English language.
- Previous experience in Brazilian e-commerce or analytics tool companies.
Benefits
- Competitive compensation with base salary plus bonuses.
- Contracted as PJ with prospects to transition to CLT employment later.
- Full coverage for sick leave.
- International collaboration with teams from Portugal, Brazil, Latvia, and China, with growth and promotion opportunities.
Additional Information
Please refer to the Candidate Privacy Notice before applying. By submitting your application, you confirm that you have reviewed this document.