Sr Customer Experience Analyst - B2B

Company Description

Experian is a global data and technology company that powers opportunities for people and businesses around the world. We operate in diverse markets, such as financial services, healthcare, automotive, agribusiness, insurance, among others. Experian invests in people and new advanced technologies to unlock the power of data. We have an incredible team of 25,200 employees in 32 countries.

Our uniqueness is valuing yours. Experian's people-centric, inclusive, and purpose-driven culture is recognized by numerous awards—including World’s Best Workplaces™ 2025 (Fortune's Top 25 global) and Great Place To Work™ in 26 countries, among others. Check out Experian Life on social media or explore our careers site to understand why. Experian is also proud to be an equal opportunity employer and affirmative action employer.

Job Description

• Manage a portfolio of clients, building solid, long-term relationships.
• Conduct onboarding processes and service/solution adoption.
• Hold periodic follow-up meetings (QBRs, reviews, and checkpoints).
• Track client success metrics and indicators.
• Identify churn risks and develop action plans for retention.
• Act in a consultative capacity, presenting strategies and opportunities for improvement.
• Develop plans to increase engagement and service utilization.
• Work in partnership with Marketing, Sales, Operations, and Product teams.
• Identify upsell and cross-sell opportunities.
• Ensure client satisfaction through surveys, feedback, and continuous monitoring.
• Produce executive analyses and reports on performance and results.

Mandatory Requirements:

• Previous experience in Customer Success, Support, Relationship Management, or Account Management.
• Experience with B2B clients, Large accounts.
• Experience with digital marketing, marketing agencies, or technology/SaaS companies.
• Knowledge of digital marketing metrics (leads, CAC, ROI, ROAS, conversion, engagement, among others).
• Excellent verbal and written communication.
• Analytical and results-oriented profile.
• Ability to lead executive meetings and presentations.
• Knowledge of CRM and client management tools.

Desirable

• Experience with marketing or advertising agencies.
• Knowledge of platforms such as HubSpot, RD Station, Salesforce, Pipedrive, or similar.
• Certifications in Customer Success, Digital Marketing, or Inbound Marketing.
• Experience with marketing automation and data analysis tools.

Position Success Indicators

• Client retention rate.
• Churn reduction.
• Satisfaction level (NPS and CSAT).
• Increase in service adoption.
• Revenue growth through upsell and cross-sell.
• Onboarding time.
• Client portfolio engagement.

Differentiators

• Experience serving clients in paid media, SEO, inbound marketing, or performance marketing.
• Knowledge of digital campaign metrics.
• Experience in agency or martech environments.
• Profile oriented toward growth and account expansion.

Qualifications

• Customer Experience
• Agencies
• Communication
• Stakeholder

Position Objective: Ensure client success, increase retention, and drive business results through a consultative approach focused on marketing and growth.

Additional Information

Serasa Experian is much more than you imagine. With the purpose of creating a better future by expanding opportunities for people and businesses, in Brazil we are more than 4,000 people working in diverse teams and specialties. Here, every skill and diversity complements each other and you can work on what you love most. We are committed to building an inclusive culture and an environment where people can balance their careers with their personal commitments and interests, prioritizing well-being.

We are dedicated to being one of the best and most innovative companies to work for in the country, enabling incredible experiences and careers for our people. Our strong people-first approach is recognized externally through various market certifications: we were awarded by Great Place To Work™ in 24 countries and by the international Top Employers certification, in addition to being recognized as one of the best companies for young professionals and having a 4.6 rating on Glassdoor. Each recognition indicates that we are on the right path, providing an increasingly better work environment for our talent.

Experian Careers - Creating a better tomorrow together

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