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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer relationship management and customer service, with a strong focus on improving customer experience and engagement. Proficient in analyzing customer data and KPIs to drive strategic initiatives and operational improvements.
Highest-signal resume keywords
Customer Relationship ManagementCustomer Service ExperienceData AnalysisStrong Communication SkillsProblem-Solving
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 AnalysisCustomer Satisfaction MetricsCustomer OnboardingCustomer EngagementProcess Improvement
Soft Skills
Strong Communication SkillsOrganizationProblem-SolvingSystems Thinking
Tools & Technologies
ExcelGoogle ToolsCustomer Success SystemWeb-Based Support Tools
Industry Keywords
Customer JourneyCustomer LifecycleStrategic PlanningOperational SupportContinuous Improvement
About the role
Key responsibilities & impact- Drive strategic customer relationship initiatives and guide customers through each stage of their journey
- Use tools to understand customer needs and improve their experience
- Maintain active communication with selected strategic customers
- Propose solutions, gather feedback, and analyze satisfaction metrics
- Lead product adoption and activation initiatives and conduct customer onboarding
- Keep the Customer Success system populated with reliable, up-to-date information
- Share relevant solution-related content with customers
- Prevent potential cancellations and ensure an appropriate experience throughout the customer journey
- Provide customer service and support, as well as operational post-sales back-office support
- Assist customers through web-based support tools
- Analyze data, evaluate customer KPIs and results, and monitor the customer lifecycle
- Increase customer engagement with products
- Manage a customer portfolio in accordance with company playbooks and processes, and drive renewals
- Deliver business results demonstrating improvements in strategic customers’ environments
- Provide data and analysis to support departmental decision-making
- Positively influence teams to foster a culture of continuous improvement
- Facilitate collaboration among the company’s various departments
- Support immediate management in the department’s strategic planning
- Analyze processes and propose improvements to maximize results
- Stay up to date on technological advances in the field and share knowledge
- Be accountable for the quality, reliability, and performance of the resources, services, and information under your responsibility
- Safeguard company assets and request maintenance, repairs, or replacement when necessary
- Support management on departmental matters, reporting problems and irregularities
- Perform other related activities as directed by management
Requirements
What you’ll need- Customer service experience
- Customer relationship management
- Strong communication skills
- Organization
- Problem-solving
- Systems thinking
- Excel and Google tools
Benefits
Comp & perks- Meal/Food Allowance of R$45.00 per business day (Sólides Benefícios Card)
- Transportation or fuel allowance
- Unimed health insurance with co-payment and no monthly premium
- OdontoPrev dental insurance, with a fixed monthly premium of R$21.91
- Therapy: Partnership with Psicologia Viva – 3 free sessions per month
- Online courses ranging from Gastronomy to postgraduate programs (Qualifica)
- Access to all courses offered by Escola de Pessoas
- Home office allowance of R$60.00 (Sólides Benefícios Card)
- On-site conveniences, including manicures, healthy snacks, and more
- Birthday month day off
- TotalPass
- Crédito Responsável (payroll-deducted loan through Sólides Benefícios)
- Childcare allowance for mothers and fathers with children up to 3 years old
- Special dependent allowance, also extended to parents
- Sólides Patinhas (15% discount on DogLife plans)
- Ânima ecosystem partnership (discounts on undergraduate and postgraduate programs at participating institutions)
- Sólides postgraduate program (70% discount)
- Partnerships with OnHappy, Detronic, and SESC
- Highly flexible dress code
- Guapeco pet health plan