Coordenador de Experiencia do Cliente
- Sao Paulo
- Customer Service
- Permanent
- Hybrid
- Full Time
This vacancy has now expired. Please see similar roles below...
- Gestão de um time de 2 analistas de customer success;
- Criar relacionamento de confiança com os maiores clientes, atuando como segundo ponto de contato (depois do analista);
- Constantemente provocar o time para que respire o negócio do cliente, sabendo do seu caso de uso, desafios de negócio e stakeholders;
- Monitorar e estimular o adoption das soluções contratadas endereçando planos de ação quando necessário;
- Conduzir workshops para potencializar o uso das soluções;
- Atuar internamente como um “customer advocate”;
- Trabalhar oportunidades de UpSell e CrossSell;
- Endereçar oportunidades de melhoria identificadas na experiencia do cliente e na solução contratada, endereçando junto as áreas responsáveis (delivery, suporte, produtos) os planos de ação – em nível de liderança sênior;
- Garantir que o time execute com disciplina as reuniões de governança com o cliente, capturando feedbacks e apresentando o consumo do contrato, indicadores do uso da solução e insights de negócio;
- Influenciar no roadmap de produtos;
- Ao identificar algum risco de churn desenvolver e garantir execução de plano de prevenção;
- Acompanhar CSAT e endereçar internamente os feedbacks capturados.
A Serasa Experian é a primeira e a maior Datatech do Brasil. Líder em soluções de inteligência para análise de riscos e oportunidades, com foco nas jornadas de crédito, autenticação e prevenção à fraude. Com tecnologia de ponta, inovação e os melhores talentos, transforma a incerteza do risco na melhor decisão, ajudando pessoas a realizarem seus sonhos e empresas de todos os portes e segmentos a prosperarem.
Temos 22.000 pessoas operando em 32 países e a cada dia estamos investindo em novas tecnologias, profissionais talentosos e inovação para ajudar todos os clientes a maximizarem cada oportunidade. Com sede corporativa em Dublin, Irlanda, a Experian está listada na Bolsa de Valores de Londres (EXPN) e compõe o índice FTSE 100.
- Customer Facing Skills;
- Gestão por indicadores;
- Construção de apresentações executivas;
- Capacidade de interagir com diversos departamentos e níveis;
- Capacidade de criar e manter forte relacionamento com o cliente;
- Pensamento analítico e data driven.
A Serasa Experian é muito mais do que você imagina. Com o propósito de criar um futuro melhor, ampliando oportunidades para pessoas e empresas, no Brasil somos mais de 4 mil pessoas que atuam em diversos times e especialidades. Aqui, cada conhecimento e diversidade se complementa e você pode trabalhar no que mais ama, estamos comprometidos a construir uma cultura inclusiva e um ambiente no qual pessoas possam equilibrar a carreira com seus compromissos e interesses pessoais, prezando pelo bem-estar.
A gente se dedica muito em ser uma das melhores e mais inovadoras empresas para se trabalhar do país, possibilitando experiências e carreiras incríveis para nossas pessoas. Nossa forte abordagem de pessoas em primeiro lugar é reconhecida externamente por meio de diversas certificações de mercado: fomos premiados pelo Great Place To Work™ em 24 países e pela certificação internacional Top Employers, além de sermos reconhecidos como uma das melhores empresas para jovens profissionais e contarmos com uma avaliação de 4,6 no Glassdoor. Cada reconhecimento nos indica que estamos no caminho certo, proporcionando um ambiente de trabalho cada vez melhor para nossos talentos.
Experian Careers - Creating a better tomorrow together
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Vegas Tech
Prepare-se para explorar aqui na Serasa Experian uma jornada em tecnologia cheia de descoberta.
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