About this role
<p>
<strong>Headquarters:</strong> Brazil
<br /><strong>URL:</strong> <a href="http://alura.com.br">http://alura.com.br</a>
</p>
<div><p><strong>Job Description</strong></p>
<p>Alura is Brazil’s largest technology education platform, and you can be part of this success story through this position! </p>
<p>Want to work at a company that invests in your career and values education and technology?</p>
<p>Then #JoinAlura #DiveIntoTechnology</p>
<p>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.</p>
<p>If this resonates with you, we look forward to your application!</p>
<p>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.</p>
<p><strong>Responsibilities and duties</strong></p>
<ul>
<li>Manage a high-volume customer portfolio using the Tech Touch model, ensuring scalable and efficient monitoring;</li>
<li>Execute and optimize automated communications (emails, in-app messages, campaigns) throughout the customer journey;</li>
<li>Monitor engagement metrics, product usage, and customer base health, identifying risks and opportunities;</li>
<li>Take proactive measures for customer retention, triggering workflows and campaigns to reduce churn;</li>
<li>Support customer base expansion strategies, such as upsells and cross-sells, based on usage and behavioral data;</li>
<li>Contribute to the continuous improvement of digital onboarding, ensuring rapid activation and value creation;</li>
<li>Work in partnership with Product, Marketing, and Sales teams to enhance the customer experience;</li>
<li>Document learnings and suggest improvements to CS processes and automations</li>
</ul>
<p><strong>Requirements and qualifications</strong></p>
<ul>
<li>
<p>Previous experience in Customer Success, CS Ops, or related areas, preferably in a Tech Touch / high-volume model;</p>
</li>
<li>
<p>Experience managing scalable portfolios, with a focus on engagement, retention, and expansion</p>
</li>
<li>
<p>Experience with automated communications throughout the customer journey (emails, campaigns, workflows)</p>
</li>
<li>
<p>Analytical skills to monitor customer base health metrics, product usage, and engagement</p>
</li>
<li>
<p>Knowledge of CRM and/or CS tools (e.g., HubSpot, Salesforce, or similar)</p>
</li>
</ul>
<p><strong>Additional Information</strong><br><strong>Salary, Health, Meals, and Well-being:</strong></p>
<ul>
<li>Meal Allowance: R$710.00 per month (deposited into a flexible benefit card);</li>
<li>Food Allowance: R$192.00 per month;</li>
<li>Work-from-home allowance, which you can use as you prefer: R$90.00 per month;</li>
<li>Health insurance (70% coverage) and dental insurance (optional) from SulAmérica Saúde;</li>
<li>Extended maternity and paternity leave;</li>
<li>Life insurance; </li>
<li>Gympass;</li>
<li>A day off during your birthday month;</li>
<li>Equipment support to make your workspace as comfortable as possible.</li>
</ul>
<p><strong>Work environment:</strong></p>
<ul>
<li>Flexible work hours;</li>
<li>Dress code of your choosing;</li>
<li>A human-centered work culture that respects and values everyone, encouraging diversity and inclusion;</li>
<li>A collaborative environment that welcomes ideas and helps build projects and initiatives;</li>
<li>Internal events addressing topics of great relevance to society, promoting the dissemination of knowledge.</li>
</ul>
<p><strong>Professional and personal development:</strong></p>
<ul>
<li>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;</li>
<li>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;</li>
<li>Networking with top professionals in the fields of education and technology;</li>
<li>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.</li>
<li>Discounts on undergraduate, graduate, and MBA programs at FIAP;</li>
</ul>
<p><strong>So, do you want to join us in transforming lives and careers? Apply for our opening!</strong></p>
<p><strong>MORE ABOUT US:</strong></p>
<ul>
<li><strong>Article about our culture and values</strong>: <a href="https://www.alura.com.br/artigos/grupo-alura">https://www.alura.com.br/artigos/grupo-alura</a></li>
<li><strong>Article about our work environment</strong>: <a href="https://www.alura.com.br/artigos/5-curiosidades-como-e-trabalhar-grupo-alura">https://www.alura.com.br/artigos/5-curiosidades-como-e-trabalhar-grupo-alura</a></li>
</ul>
<p> </p></div>
<p><strong>To apply:</strong> <a href="https://weworkremotely.com/remote-jobs/fiap-alura-pm3-executivo-de-contas-ii-tech-touch">https://weworkremotely.com/remote-jobs/fiap-alura-pm3-executivo-de-contas-ii-tech-touch</a></p>
