Customer Experience Analyst Colombia

hace 2 semanas


Desde casa, Colombia Fracttal A tiempo completo

Get Coach Pro- Fracttal es una Start-Up dinámica y en expansión con casa matriz en España, Chile, Colombia, Brasil y México. Ofrecemos una solución integral, basada en un software como servicio (SaaS) 100% en la nube en la gestión de mantenimiento y activos físicos.- En Fracttal, nuestro propósito es hacer posible hoy que el futuro de mantener activos en cualquier tipo de organización o industria nos comprometa a transformar un planeta sustentable, eficiente y seguro. Para lograr esta misión necesitamos de Héroes y Heroínas, que nos ayuden en esta gestión, por eso estamos en búsqueda de un
- **Customer Experience Analyst **para Colombia, para nuestro equipo de Experience.**Su misión es analizar y optimizar la gestión de clientes para garantizar su éxito a largo plazo, mediante el seguimiento de métricas, el análisis de datos y la implementación de estrategias de retención y crecimiento.**
- Qué esperas para UNIRTE AL EQUIPO**Funciones del cargo**:

- Realizar el análisis métrico del área para comprender las tendencias en relación a los clientes, con el fin de lograr mejoras continuas en la experiência y el impacto de la plataforma.
- Evaluar la satisfacción del cliente mediante el envío de encuestas y el cálculo del Net Promoter Score (NPS) y el seguimiento de la salud de los clientes.
- Elaborar y mantener la documentación y los procedimientos operativos para el equipo de experiência del cliente.
- Identificar oportunidades de optimización en los procesos de gestión de clientes, recopilación y procesamiento de datos, enfocándose en la escalabilidad y el impulso de un crecimiento significativo.
- Colaborar con el equipo para mejorar la integración entre Hubspot y otros sistemas críticos del área.
- Garantizar la visibilidad, integridad y calidad de los datos en todos los sistemas, proporcionando una visión clara del recorrido del cliente en Fracttal.
- Monitorear técnicamente el sentimiento del cliente en puntos críticos para determinar cómo utilizar los datos en la generación de solicitudes de retroalimentación.
- Crear paneles de control de la experiência del cliente (CX) que permitan a los interesados monitorear e investigar según sus necesidades.
- Establecer un único centro centralizado para la retroalimentación del cliente.

**Requerimientos del cargo**:

- Experiência relevante en SAAS (por lo menos dos años)
- Más de dos años experiência laboral en cargos similares
- Experiência en el ámbito de customer success
- Manejo de Hubspot
- Herramientas de automatización como Power Apps, Intercom,
- Inglés avanzado
- Herramientas de reporting como Power BI
- Habilidades en el diseño y ejecución de programas de activación y retención de usuarios, así como en la medición y mejora continua de métricas clave de crecimiento
- Conocimiento de software de recopilación de datos de usuario, tales como Segment, mixpanel, Amplitude.

**Beneficios**:

- Trabajo remoto.
- Aprendizaje continuo es uno de nuestros valores de crecimiento personal y laboral, contamos con una política de Financiamiento de estudios
- Seguro complementario, nos importa tu salud y bienestar.
- Si tienes peludos contarás con un bono Petfriendly, porque ellos también nos importan.
- La vida sana y fitness es lo que te motiva, contarás con un bono para subsidiar tu actividad deportiva.
- Nuestro autocuidado es primero, encontrarás sesiones de Wellness time que tiene como propósito generar instancias de bienestar.
- Aquí celebramos cumpleaños, por lo que tendrás un día Libre para festejar tu cumpleaños
- Si estás pensando en formar un hogar y casarte, cuentas con días adicionales libres por matrimonio.
- Dicen que disfrutas mucho más tu trabajo cuando lo pasas bien, ese el propósito de nuestro "Shenanigans Day " Dia de diversión y ¿por qué no? Karaoke

**Wellness program **Fracttal offers or subsidies mental and/or physical health activities.**Education stipend **Fracttal covers some educational expenses related to the position.**Fitness subsidies **Fracttal offers stipends for sports or fitness programs.**Vacation on birthday **Your birthday counts as an extra day of vacation.**Remote work policy**:
**Locally remote only



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