BotCity is a pioneering hyperautomation platform backed by notable investors including Y Combinator and Softbank. Specializing in RPA and AI, we provide advanced governance, orchestration, and developer tools to enable enterprises to scale their automation initiatives effectively. With a philosophy that automation projects are software projects, we advocate a high-code approach, primarily using Python. Serving over 1,000 companies across 73 countries, BotCity has established a strong global presence with implementation partners worldwide. In 2024, we were celebrated on G2.com as one of the world's top 25 emerging platforms alongside industry giants like MidJourney, WhatsApp Business, and Slack. Recognized by Endeavor as a ScaleUp in 2023, and growing at a double-digit monthly rate, our dynamic teams are located across Brazil, the US, and Europe.BotCity has been widely recognized for its excellence in Automation Experience in the RPA and Automation industry. As part of this team, the Customer Success Analyst will be responsible for expanding and improving product utilization through proactive support and strong customer relationships to support BotCity's aggressive growth plans. We are seeking a highly motivated Customer Success professional, proficient in English, with hands-on experience owning the relationship with customers focusing on up- and cross-selling opportunities, capable of using analytics to identify business opportunities, building long-lasting relationships with customers and working collaboratively with BotCity's team to improve its offerings. This position will report to the Customer Success Coordinator.ResponsibilitiesServe as the primary point of contact for a portfolio of customers, ensuring successful adoption and ongoing usage of BotCity's products.Build and nurture strong, long-lasting relationships with customers, understanding their needs, and challenges to provide tailored solutions and proactive support.Monitor customer health metrics and usage data to identify at-risk accounts and opportunities for additional services.Conduct regular check-ins and business reviews with customers, providing insights and recommendations to maximize the value they receive.Collaborate with Sales, Product, Support, and other teams to address customer issues, gather feedback, and provide recommendations on product development.Create and deliver training sessions and basic features demonstrations to help customers effectively use our products, with technical team's support when needed.Develop and maintain documentation, including best practices, user guides, and FAQs, to support customer education and self-service.Required QualificationsBachelor's degree or equivalent experience in Business, Marketing, or a related field.Proven experience (2+ years) in a customer success, account management, or related role within a SaaS or technology company, preferably B2B.Experience mapping customer's journey as well as building and analyzing data to extract business insights.Ability to think strategically and solve problems with a proactive approach to address existing customer needs and identify business opportunities.Excellent written and verbal communication as well as good relationship-building skills, both with internal and external teams.Experience working with MS Office/Excel, Google Suite, Notion, Slack.Ability to travel as needed to meet the team.Preferred QualificationsPrior experience with technical consulting and software implementation.Hands-on experience leading cross and up-selling deals or initiatives.Proficient with Customer Experience-related tools such as, but not limited to, Zoho and Hubspot.Experience with Customer Success projects with global teams.Experience with data analysis and customer health metrics, using tools like Excel, Tableau, or Power BI to track and report on Customer Success metrics.Prior experience in an early-stage, high-growth, and fast-paced startup environment.Spanish - Advanced (Reading, Comprehension, and Writing).Competitive compensation.Paid time off (30 days per year).100% remote and flexible hours.Opportunity to work in a global team with teams in San Francisco and São Paulo.
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