Support role in customer hotline and software assistance at GRÜN Software Group. Engaging with customers and providing reliable software support in a team - oriented environment.
About the role
- Analista de Sucesso do Cliente na Rands, atuando com foco em experiência do cliente e evolução do ciclo de vida dos produtos. Contribuindo para a gestão de indicadores de sucesso do cliente de forma integrada.
Responsibilities
- Independently conduct mapping and updates of the Customer Lifecycle and Sales Network, considering all phases of the customer’s relationship with the company and points of sale over time.
- Plan, design and update Customer Journeys, detailing stages, interactions, sentiments, channels, moments of truth, and current and desired experiences.
- Identify experience gaps, risks, and improvement opportunities across the journey, proposing enhancements that positively impact customer satisfaction and retention.
- Work collaboratively with partner areas (business, operations, support, product, technology, etc.), leading mapping and validation meetings for journeys and the lifecycle.
- Ensure governance of actions and tasks arising from journey and lifecycle mappings, ensuring clear definition of owners, deadlines, and continuous follow-up.
- Identify, structure and track customer success and experience metrics related to the mapped journeys and processes.
- Support critical analyses of metrics, identifying trends, impacts, and opportunities for continuous improvement.
Requirements
- Bachelor’s degree in Business Administration, Industrial Engineering, Marketing, Process Management, Communications, or related fields.
- Hands-on experience in Customer Success and/or Customer Experience (CS/CX).
- Experience with Customer Journey and/or Customer Lifecycle mapping.
- Experience monitoring action plans and activity governance.
- Analytical ability to interpret and monitor CS/CX metrics.
- Strong communication skills and ability to work cross-functionally with different teams.
- Experience in corporate environments working across multiple teams.
- Knowledge of journey-mapping tools, continuous improvement methodologies, or process management tools.
- CX certifications or relevant courses.
Benefits
- Health insurance
- Dental insurance
- Life insurance
- Meal voucher
- Profit-sharing bonus
- Private pension plan
- Access to a platform for language learning and professional courses/learning paths
- Fresh fruit provided in the workplace
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Support representative assisting customers with their software solutions at GRÜN Software Group. Responsibilities include installation, troubleshooting, and customer support in Endingen.
Customer Service Representative assisting customers with U - Haul products and services. Great team environment with opportunities for professional growth and development.
Customer Service Representative maintaining workflow by coordinating warehouse duties, assisting managers, and fulfilling orders in logistics operations. Supportive work environment improving productivity and dedication.
Operations Support Specialist assisting the operations team providing administrative support while working with SAP, Excel, and management roles. Contributing to operational programs and data management in Middletown facility.
Customer Support Specialist managing German client inquiries with a hybrid work model from Berlin. Supporting clients via phone and ensuring diligent documentation in the CRM system.
Budget Support Specialist providing comprehensive budget - related support to various offices at Rice University. Collaborating with diverse stakeholders while enhancing budget planning and analysis.
New Systems Coordinator handling customer service in HVAC and plumbing industry for Trademasters. Overseeing schedules, customer inquiries, and installation coordination for residential and commercial needs.
Head of Workforce Planning at Xero focused on optimizing Customer Experience resources and implementing AI - driven workforce strategies. Leading a global team and enhancing operational efficiency.
Customer Care Specialist providing exceptional support for inquiries from Germany, Switzerland, and Europe. Collaborating with teams and enhancing customer experience.