Customer Success Analyst, People with Disabilities – PWD

Responsibilities

• Develop relationships within assigned accounts across all lines of business;
• Contribute to customer success throughout the customer lifecycle by proactively engaging with Clicksign teams, identifying expansion opportunities and reducing churn risk;
• Monitor and support customer satisfaction, metrics, engagement, and retention across the customer portfolio using available tools, proposing improvement actions when necessary;
• Recommend and drive continuous improvement initiatives to enhance product adoption and the overall customer experience, interacting with and sharing insights with Clicksign’s Solutions and Product teams;
• Follow up on and record customer requests through the company's official communication channels;
• Drive adoption of our solutions and services by presenting best practices and designing actions that aim to achieve the customer’s desired outcomes;
• Manage the performance of high-complexity customers in the use of products and services, monitoring customer success criteria and anticipating potential issues;
• Create and present reports tracking the customer's key indicators when required.

Requirements

• Bachelor's degree completed or in progress in Business Administration or a related field;
• Experience in customer service and managing large corporate accounts;
• Strategic mindset, strong analytical skills, and the ability to manage and deliver on metrics;
• Proficiency with presentation and analysis tools (PowerPoint, Google Slides, Excel, Google Sheets);
• Previous experience in the SaaS market;
• Experience using HubSpot.