Account Executive II - Tech Touch

Job Description

Alura is Brazil’s largest technology education platform, and you can be part of this success story through this position!

Want to work at a company that invests in your career and values education and technology?

Then #JoinAlura #DiveIntoTechnology

It’s important to note that we value diversity and are striving to make our environment more diverse and inclusive; therefore, we encourage women, Black and Indigenous people, and LGBTQIA+ individuals to apply.

If this resonates with you, we look forward to your application!

We are looking for someone to work in Customer Success within the Tech Touch model, supporting the customer journey in a scalable and data-driven way. This person will be responsible for monitoring the health of the customer base, executing automated communications, supporting digital onboarding, and identifying opportunities for engagement, expansion, and retention.

Responsibilities and duties

• Manage a high-volume customer portfolio using the Tech Touch model, ensuring scalable and efficient monitoring;
• Execute and optimize automated communications (emails, in-app messages, campaigns) throughout the customer journey;
• Monitor engagement metrics, product usage, and customer base health, identifying risks and opportunities;
• Take proactive measures for customer retention, triggering workflows and campaigns to reduce churn;
• Support customer base expansion strategies, such as upsells and cross-sells, based on usage and behavioral data;
• Contribute to the continuous improvement of digital onboarding, ensuring rapid activation and value creation;
• Work in partnership with Product, Marketing, and Sales teams to enhance the customer experience;
• Document learnings and suggest improvements to CS processes and automations

Requirements and qualifications

• Previous experience in Customer Success, CS Ops, or related areas, preferably in a Tech Touch / high-volume model;

• Experience managing scalable portfolios, with a focus on engagement, retention, and expansion

• Experience with automated communications throughout the customer journey (emails, campaigns, workflows)

• Analytical skills to monitor customer base health metrics, product usage, and engagement

• Knowledge of CRM and/or CS tools (e.g., HubSpot, Salesforce, or similar)

Additional Information
Salary, Health, Meals, and Well-being:

• Meal Allowance: R$710.00 per month (deposited into a flexible benefit card);
• Food Allowance: R$192.00 per month;
• Work-from-home allowance, which you can use as you prefer: R$90.00 per month;
• Health insurance (70% coverage) and dental insurance (optional) from SulAmérica Saúde;
• Extended maternity and paternity leave;
• Life insurance;
• Gympass;
• A day off during your birthday month;
• Equipment support to make your workspace as comfortable as possible.

Work environment:

• Flexible work hours;
• Dress code of your choosing;
• A human-centered work culture that respects and values everyone, encouraging diversity and inclusion;
• A collaborative environment that welcomes ideas and helps build projects and initiatives;
• Internal events addressing topics of great relevance to society, promoting the dissemination of knowledge.

Professional and personal development:

• One-on-one meetings with your leadership, a time to discuss your career and/or personal life. The idea is for this to be an open and welcoming space where you can bring whatever you want;
• A flat hierarchy, meaning we don’t follow a traditional ladder-style career progression. Instead, we want you to focus on your personal development, and we’ll provide every incentive for you to grow and pursue opportunities in your areas of interest;
• Networking with top professionals in the fields of education and technology;
• Free access to the Alura Group’s education and technology platforms (Alura, Alura Língua, PM3, and Casa do Código e-books) so you can develop in all the areas you desire and explore new horizons.
• Discounts on undergraduate, graduate, and MBA programs at FIAP;

So, do you want to join us in transforming lives and careers? Apply for our opening!

MORE ABOUT US:

• Article about our culture and values: https://www.alura.com.br/artigos/grupo-alura
• Article about our work environment: https://www.alura.com.br/artigos/5-curiosidades-como-e-trabalhar-grupo-alura