Vaga de Coordinator of Customer Success

Hi, we're EBAC Online, and we're always looking for new talent. This time, you could be THE person to join our team! If you think the future lies in technology and education, we're on board! EBAC Online could be an amazing place for you to work! Today, we are looking for a Customer Success Coordinator, who is focused on continuous improvement and helping the team to promote its best version so that every interaction with the student is the best service experience they could receive. Job DutiesHelp customers achieve their goals and solve their problems;Build strong relationships with customers, acting as their advocate within the company;Gather customer feedback and communicate it to relevant teams within the company;Monitor customer accounts to identify potential issues and proactively address them;Collaborate with sales and marketing teams to identify opportunities to expand customer accounts and increase revenue;Develop and implement strategies to reduce customer churn and increase customer satisfaction. Job ResponsibilitiesDevelop and implement customer service policies, procedures, and standards to ensure a consistent and high-quality service experience;Lead and mentor a team of customer service leaders and specialists, providing guidance, training, and support to optimize performance and productivity. Now we have the following teams: Customer Support (N1), CS (N2), Retention, Ombudsman, Relationship Center, Expansion, Forum, Community and Quality;Building and monitoring the stability of processes that provide fast and high-quality service to customers and successful conflict resolution;Monitor KPIs and Financial performance of divisions (indicators of the level of cancellations of purchases, replacement of purchased products, sales of new products to existing customers);Participate in the launch of new projects and the creation of new services for customers and their subsequent maintenance. Among the typical tasks of Head of Customer Success: Daily work of the teams:Create, implement and monitor the KPIs of the department: volume, SLA, conversion rate, revenue, productivity, FCR, completion rate, and others;Promote team development rituals: 1-1, training, among others;Management and development of leaders, ensuring they have the best level of results delivery;Ensure a good working climate in the team: time to decompress, space to speak and be heard, guarantee a safe working environment, and employee satisfaction to work at EBAC;Promote a culture of innovation and creativity so that everyone can contribute to improving customer satisfaction. The stability of processes:Analysis of reports on sales, cancellation, retention and other indicators relevant to the area;Map and improve the student journey, covering all contact points and different clusters;Planning and organizing changes in current processes to ensure high team productivity. KPIs and Financial performancePrepare and present results at weekly and monthly meetings for management and C-Level;Create, implement and monitor student performance indicators: adoption rate; NPS; health score; churn rate; retention rate; CSAT. Excellent communication skills, written and verbal;Data driven mindset, goal oriented;Advanced English;Experience in handle tools such as CRM and other management systems;Ability to engage the team to reach excellent results;Creative and Innovative thinking;Ability to run projects with other departments to improve the customer experience.