B2B Customer Success Analyst - Ongoing

Description of the job

• Accompany clients (clinics) throughout the Doctoralia journey, from implementation to possible cancellations, acting as a focal point of contact and ensuring fluid interactions with different areas;
• Maintain high/mid/low touch communication with B2B client through phone calls, Zoom meetings, emails, and WhatsApp;
• Monitor engagement rates and health of your portfolio;
• Act as consultant to the client aiming for the best possible result;
• Hold quarterly business meetings with each client and also point-specific meetings as needed;
• Create action plans according to identified opportunities in each client;
• Ensure the client is performing according to signposted pain points within the sales process;
• Act on non-payment demands from the client, aiming to understand if the case is focused on ERP or a churn process;
• Perform the entire analysis and meeting process for retaining possible clients who want to leave the platform;
• Expand revenue portfolio through Upsell with available company products;
• Use Salesforce processes.