Customer Success Specialist

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

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