Customer Success & Sales Analyst

At Near, we help top talent in Latin America find remote roles with US companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.

About our client

Our client, a leading provider of analytics and optimization tools for e-commerce sellers, is seeking a Customer Success Analyst to enhance the customer experience, manage the customer lifecycle, and drive growth. This role is perfect for someone passionate about customer success and thriving in a fast-paced, data-driven environment

Responsibilities

• Lead and optimize the entire customer journey, from onboarding through to advocacy and win-back strategies.
• Collaborate closely with cross-functional teams, translating customer feedback and insights into impactful product improvements.
• Advocate for customer needs, ensuring our platform, resources, and processes continually evolve to enhance satisfaction and retention.
• Respond to product and membership inquiries, proactively troubleshooting and resolving customer issues.
• Manage and engage our YDP community, cultivating engagement and a sense of belonging across channels like our Facebook group.
• Gather and implement community feedback, driving continuous improvement in customer experience.
• Guide customers through various stages of their YDP journey, including onboarding, tier changes, and reactivations.
• Oversee the YDP event calendar and manage member communications, ensuring customers are informed and engaged.
• Engage with American clients regularly, ensuring smooth communication in both written and verbal forms, leveraging strong language skills for effective interactions.
• Identify and close upsell and cross-sale opportunities.
• Lead cold outreach efforts via email and calls to identify and qualify new leads.
• Conduct product demos and discovery calls to articulate the value of YDP’s offerings.
• Close deals, contributing directly to revenue targets.
• Experiment with messaging and positioning to refine sales strategies and improve win rates.

Qualifications:

• Exceptional written and verbal communication skills, with empathy, active listening, and adaptability to varied communication styles.
• Strong analytical and problem-solving skills to proactively address customer needs and drive product adoption and success.
• Technical proficiency and product knowledge to troubleshoot minor issues, guide clients through setups, and bridge customer needs with internal teams.
• Ability to prioritize effectively and manage time with a strong focus on quality.
• A fast learner who is comfortable with technology and able to simplify complex topics for customers.
• Strong sense of urgency, proactive problem-solving skills, and adaptability to new technologies.
• Familiarity with data visualization tools (e.g., Tableau) and a solid understanding of data-driven decision-making for strategic insights.
• Proven ability to collaborate cross-functionally, representing the voice of the customer to drive impactful change.
• Experience in data and analytics with applications for strategic business decisions.
• Sales experience, particularly in a B2B context, with a focus on the acquisition stage of the customer lifecycle.
• Familiarity with CRM systems, customer success platforms, and tools for managing customer relationships.
• Experience with eCommerce platforms or online marketplaces, with an understanding of their unique challenges and opportunities.
• Advanced skills in social media engagement and community management.
• Familiarity with YDP tools and platform features.

Nice to Have in a Candidate:

• Experience in customer-facing roles within SaaS or tech environments, ideally in a B2B context.
• Strong language skills for effective communication with American clients, both in writing and speaking.

Perks:

• 21 days of PTO.
• Local holidays.