Senior Customer Success Analyst

Summary

Join Incognia's Customer Success team and ensure clients maximize the value of our solution. Monitor usage metrics, coordinate improvements, resolve issues with technical teams, and support up/cross-selling opportunities. Collaborate with sales and integration teams to guarantee client success. Lead information gathering and analysis to solve client business problems, produce insights and recommendations to improve client performance, and monitor solution usage and performance. Develop sustainable client relationships, manage key stakeholders, and contribute to process improvements. This role requires leadership, negotiation skills, and the ability to work across technical and business domains.

Requirements

• Complete higher education
• Good presentation and communication skills (written and verbal) with the ability to understand and convey complex information
• Familiarity with biometric authentication, anti-fraud, digital identity, and mobile service providers
• Availability to travel to the markets served as needed, ability to work in different functions and markets, and willingness to participate in events
• Upper-intermediate English

Responsibilities

• Lead the collection and analysis of information to support the formulation and testing of hypotheses to solve the client's business problems
• Produce insights and recommendations to improve client performance, drive growth, drive understanding of client problems, and provide strategic guidance for client priorities
• Monitor usage and performance metrics of our solution
• Propose improvements to the client's process, based on our products
• Follow up on the resolution of internal improvements that impact the client
• Develop a sustainable relationship with Clients with an ethical, empathetic approach and with the purpose of co-developing and proposing constructive projects
• Manage the relationship with key stakeholders in the clients
• Periodic meetings with the client for accountability and follow-up
• Successfully collaborate with peers in other areas to execute projects and add value to clients
• Contribute to the maturation of the team/company's processes in a moment of accelerated growth
• Improving internal processes to improve the scalability of our operation

Preferred Qualifications

• Prior experience with fraud prevention is a plus
• Prior experience with large account management is a plus
• Spanish will be considered a plus

Benefits

Salary CLT between R$ 10.562,14 and R$ 13.364,48 + variable