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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong analytical abilities to interpret data and identify risk patterns while effectively managing customer relationships through clear communication and negotiation. Proficient in utilizing advanced Excel for data analysis and operational dashboard monitoring.
Highest-signal resume keywords
Customer Success ExperienceAdvanced Excel ProficiencyNegotiation SkillsConflict ManagementRisk Operations Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data AnalysisOperational Workflow CreationCRM ManagementRisk Pattern MappingTechnical Support Coordination
Soft Skills
Empathetic CommunicationResilienceProactive Decision-MakingOrganizational SkillsAssertiveness
Tools & Technologies
CRM SoftwareERP SystemsE-commerce PlatformsMarketplace EcosystemsAPI Knowledge
Industry Keywords
OnboardingCustomer RetentionDe-escalation TechniquesNonviolent CommunicationNegotiation Methodologies
Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- Identify and take action with customers showing risk indicators during the onboarding process.
- Take ownership of communication and recovery efforts for dissatisfied customers, ensuring structured follow-up and a clear action plan.
- Lead coordination and escalation with Product and Support (N1/N2) to resolve technical issues that delay or block implementation.
- Record and keep the status of at-risk customers up to date in the CRM, ensuring traceability and a complete history of actions taken.
- Map risk patterns, define alert triggers, and create operational recovery workflows.
- Guide Implementation Specialists through difficult conversations, customer friction, cancellation requests, negotiations, and objection handling.
Requirements
What you’ll need- Currently pursuing or completed a bachelor's degree in Business Administration, Production Engineering, Technology / Information Systems, Economics, Communications, Sales Management, or a related field.
- Clear, empathetic, and assertive communication.
- Resilience in managing conflicts and challenging customer interactions.
- Strong negotiation skills and the ability to coordinate effectively across teams.
- Proactive approach and autonomy in decision-making.
- Previous experience in Customer Success, Onboarding, N2/N3 Technical Support, Retention, and/or Risk Operations.
- Analytical ability to interpret data, identify stagnation patterns, and recommend process improvements.
- Excellent organizational skills to manage multiple critical cases and support channels simultaneously.
- Advanced Excel proficiency (formulas: SUMIF, VLOOKUP, XLOOKUP, COUNTIF, CONCATENATE; pivot tables and charts) for analyzing risk datasets.
- Previous experience building and monitoring operational dashboards.
- General knowledge of the ERP, e-commerce, marketplace, and/or API ecosystems (a plus).
- Training or practical experience in de-escalation techniques, Nonviolent Communication (NVC), or advanced negotiation methodologies (a plus).
Benefits
Comp & perks- Dental Plan | Amil Dental
- Health Insurance | Bradesco Saúde
- Mental Health Platform
- Telemedicine Platform
- Life Insurance | Prudential
- Pharmacy Benefit
- Gym Allowance
- Birthday Day Off
- Flexible Meal Voucher
- Home Office Allowance
- Childcare Assistance
- Transportation Voucher and Company Shuttle
- Discount Platform (Allya, SwileShop, and Dell)
- Educational Benefits
- Travel Benefits
- Pet Health Insurance
- SESC Benefits
- Profit-Sharing and Results Bonus (PPRR)