Customer Success Analyst – LATAM [Mexico]

We are a platform that empowers companies to create unique communication experiences for their customers.

Our Humanz create tools that raise the level of communication experience between companies and their end customers and maximize their results. If you’ve ever changed an invoice payment date through a chatbot or interacted with a support channel on social media, we’re behind the solution.

In 2021, we were the first SaaS company in Latin America to go public on Nasdaq. We are operating in several countries in Latin America, with more than ten thousand customers. We are GPTW and more than nine hundred Humanz around the world.

ZENVIA is growing fast, and we are always looking for professionals to bring new perspectives.

Enthusiastic people who want to be part of this great digital transformation.

We want less strings and more connection, freedom and flexibility. Therefore, our work is 100% remote – with home office assistance! Our way of being values and respects the individuality of each one, with autonomy to work and develop.

ZENVIA. By Humanz for Humans.

About the team you will work directly, our mission in Customer Success area is:

Enables our customers to achieve the highest business value and profit from their investment in Zenvia’s solutions.

As a Jr. Implementation Success Analystyour mission will be:

Engage as part of the implementation success team to allow our customers to bring their companies closer to their business objectives through Zenvia solutions.

This professional will contribute to scaling up our Customer Experience capabilities. Working close to customer support, onboarding, success and product teams, driving cross-functional resolution of customer escalations.

Your challenges to make a difference in this team
  • Serve as the main point of contact between customer and Zenvia throughout the implementation process.
  • Manage the implementation process end to end including kick-off and advising the client through the implementation process, testing process, and launch day.
  • Work with implementations that require projects, but also with the ones that just required platform configuration.
  • Manage many implementation projects at once efficiently.
  • Monitor usage and product adoption in the immediate post-launch phase.
  • Lead a team who is driven to Customer Centric flawless implementations;
  • Monitor usage and product adoption in the immediate post-launch phase.
  • Support the CX Organization with Technical and Business Escalation Support, empowering the team to engage the necessary resources for the required outcomes;
  • Use quantitative and qualitative analysis to drive operational excellence in customer and/or partner engagement;
  • Develop and maintain relationships with our key vendors and partners;
  • Serve as the main point of contact between customer and Zenvia throughout the implementation process.
Humanz profile we are looking for
  • Bachelor’s degree in any communication or business area.
  • Experience in Onboarding, Implementation Success, and/or Customer Success in a customer-facing environment.
  • Proactive mindset with problem-solving skills.
  • Understanding of Customer Lifecycle journeys and how to mitigate value perception gaps.
  • Empathy and a unique ability to understand customer needs.
  • Experience of working in cross-functional teams.
  • Project management and time management skills.
  • Understanding of cross-functional relationships and processes critical to driving issue resolution.
  • Fluent Spanish
  • Be yourself and have fun! At Zenvia, our differences are valued and respected.

Everyone is respected, regardless of race, religion, gender and gender identity, sexual orientation, nationality, disability or age. We operate with autonomy and a sense of ownership. Freedom with responsibility 🙂

What makes us a Great Place to Work?
  • Flexibility in working hours;
  • Remote work with monthly home office support (permanent) and partnership with Beer & Coffee for co-workings throughout Brazil;
  • Language Program;
  • Partnership with Gympass and Yoga class live online!
  • Full package of benefits: food and meal tickets, health and dental plan, life insurance;
  • Participation in results, because you helped to build them;
  • Discounts at various educational institutions;
  • Monthly meetings to exchange knowledge, practice languages and more (all virtual, but it feels like we’re sitting next to each other)
  • Direct connection with colleagues from other countries;
  • No dress code;
  • Informal work environment, where colleagues share knowledge, collaborate and learn together;
  • Transparency, open dialogue and security for everyone to be whoever they want are essential for us;
  • Open structure: we love to give and receive feedback as we understand this is the best way to grow personally and professionally;
  • Talent development and management programs so you can activate your full potential and design your career at ZENVIA.
Come be a HUMANZ

For us, people are unique. A Humanz understands, respects and learns from differences and individualities, sets clear goals, enjoys the journey and delivers results as a single team. Here we seek to contribute to the whole, get out of our comfort zone. We make mistakes, make things right and learn together.

We believe that it is necessary to dive deep and break down barriers. It is necessary to be curious, understand the problems and address the root causes. We want professionals who challenge the status quo, get rid of excuses and make things happen, because we give space for people to unlock their true potential to achieve their best performance, leading the necessary change, with responsibility and systems thinking.

At ZENVIA, everyone is respected, regardless of race, religion, gender and gender identity, sexual orientation, nationality, disability or age. We operate with autonomy and freedom with responsibility. 😊

Within the ZENVIA World you will be able to develop and apply your main skills while maintaining your authenticity. All this with a lot of humor, lightness, empathy and, above all, respect for others.

 

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Zenvia

Uma plataforma que empodera as empresas a criarem experiências únicas de comunicação para seus clientes finais.