Retention Specialist at Culligan Quench handling cancellation requests and preventing churn. Collaborating with internal teams to strengthen customer retention in a hybrid work environment.
FG
Hybrid Commercial Analyst – Customer Retention (Mid-Level)
Posted 2 weeks ago
About the role
- Customer Success Analyst managing client relationships and driving post-sale strategy for Farmácias APP. Utilizing CRM and data analytics for effective client management and retention strategies.
Responsibilities
- Manage a structured portfolio of clients after onboarding, ensuring continuity and growth of the partnership.
- Act in post-sales in a consultative manner, anticipating needs and proposing strategic solutions.
- Conduct regular check-in meetings to align on performance and next steps.
- Monitor customer success metrics and interpret data to support decision-making.
- Identify churn risks in advance and implement preventive actions.
- Advise clients on best practices, strategies, and optimizations to maximize results.
- Record interactions, action plans, and account statuses in the CRM, ensuring governance.
- Collaborate with cross-functional teams (Product, Sales, Marketing, Data) to resolve requests and improve deliverables.
- Identify upsell and cross-sell opportunities in a structured and strategic way.
- Sell advertising space and subsidies to pharmacies (Media Kit), aligning value with needs.
- Support retention and reactivation campaigns, contributing insights and execution.
- Participate in continuous improvement of processes, playbooks, and internal workflows, ensuring efficiency and standardization.
Requirements
- Previous experience in Customer Success, Post-Sales, or B2B Customer Support
- Experience with CRM and client follow-up routines
- Basic knowledge of e-commerce, marketplaces, or SaaS
- Experience with business metrics
- Comfortable with digital tools and working with data
Benefits
- Food allowance (Vale Alimentação)
- Meal allowance (Vale Refeição)
- Total Pass
- Health insurance
- Dental plan
- Life insurance
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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