Sr. Analyst managing contracts and customer service for Collins Aerospace's aftermarket team. Communicating with global customers and overseeing contract management in a hybrid setup.
About the role
- Coordenador de CS liderando a expansão de clientes e operações em escola de negócios. Gerenciando equipes e otimizando a experiência do cliente com foco em resultados.
Responsibilities
- Lead and optimize the entire customer journey (onboarding, follow-up, renewals, retention, and expansion).
- Manage and develop the CS team: analysts, specialists, and onboarding staff.
- Track key performance indicators daily.
- Act in a consultative capacity with accounting firms to support implementation of program content.
- Conduct scalable contact rituals: meetings, checkpoints, critical reviews, and internal daily stand-ups.
- Integrate internal areas for strategic alignment (product, mentorship, sales, and marketing).
- Develop expansion strategies: upsell, cross-sell, new cohorts, and activations.
- Create reports and dashboards to support decision-making.
- Identify experience gaps and implement continuous improvements.
- Ensure standardized operations through processes and controls.
Requirements
- Bachelor's degree in Business Administration, Marketing, Business Management, Accounting, or related fields.
- Knowledge of Customer Success methodologies, CRM, and retention funnel.
- Familiarity with metrics such as churn, NPS, LTV, CAC, engagement, and health score.
- Experience with onboarding processes, consultative service, and customer follow-up.
- Proven experience in roles such as Customer Success, Consultative Support, Account Management, or Corporate Training.
- Experience leading teams and monitoring CS metrics.
- Experience in B2B relationship management and consultative work focused on customer growth.
- Proficiency with CRM systems and automation tools (ActiveCampaign, Pipedrive, HubSpot).
Benefits
- Health insurance.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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