Customer Success Analyst – B2B

• Interpret and analyze collected data using statistical tools and analytical techniques to identify patterns, trends, and insights
• Draw conclusions and recommend strategic actions based on findings
• Prepare reports and presentations to communicate results to stakeholders
• Organize and maintain the platform with relevant customer information
• Understand data-mapping and adjustment needs while ensuring data integrity and confidentiality
• Establish and maintain positive, trust-based relationships with customers
• Serve as the primary point of contact for questions, issues, and requests
• Provide technical support and assist in resolving issues quickly and efficiently
• Proactively identify customers’ needs and goals, as well as ways to add value
• Gather feedback on the product, service, and customer experience, and forward it to the relevant departments
• Develop an in-depth understanding of all solutions offered by the company
• Collaborate with customers to develop strategic use cases for the solutions
• Develop plans and actions to promote platform adoption
• Conduct onboarding and activate customers after the sale
• Deliver training, consulting, meetings, and presentations
• Provide practical solutions for customers’ day-to-day needs
• Monitor and develop the customer success journey
• Understand what success means for each customer

• Experience working with and supporting customers at leading higher education institutions across the country
• Degree in Business Administration, Health Sciences, or a related field
• Empathy and active-listening skills to understand customer needs
• Ability to work as part of a team and collaborate with other departments
• Results-driven mindset and focus on customer satisfaction
• Ability to understand and proactively resolve problems
• Excellent verbal and written communication skills
• Previous experience in customer service, support, or B2B customer relationship management is a plus
• Flexibility to adapt to different projects and deadlines
• Analytical skills and ability to work with quantitative and qualitative data
• Driven by challenges and committed to achieving results
• Fluent Spanish
• Availability to travel is a plus
• Competitive attitude and ability to learn quickly are a plus
• Ownership, training skills, and customer service experience are a plus
• Creativity and initiative in resolving conflict situations are a plus
• Experience with the Customer Success methodology is a plus

• Paid leave (30 days for every 12 months worked)
• Annual performance bonus based on results, in accordance with the policy applicable to the position
• Birthday day off
• Health insurance
• Dental insurance
• Gympass (health and wellness benefit)
• Growth opportunities, with priority given to internal career progression
• Work-from-home arrangement
• This position is also open to candidates with disabilities