Bilingual Junior Customer Experience Analyst **Remote Work**

DRUMMOND

We're glad to have you here! Drummond is a company specialized in accounting, legal, and consulting services, with a focus on cross-border transactions. Our goal is to support organizations operating in Brazil and the United States.

We have a team of highly skilled professionals who work quickly and effectively to fill gaps in the market. Our commitment is to meet the needs and expectations of our clients with quality and precision.

If you're looking to grow and develop in a solid company, sign up below and explore the available opportunities on our portal: https://drummond.solides.jobs/

RESPONSIBILITIES

·         Lead and mentor Sales Assistants, providing guidance and support in their daily tasks.

·         Oversee and actively manage the sales funnel, ensuring accurate and timely updates in the CRM system based on Team Leader approvals.

·         Collaborate with Sales Assistants to monitor their individual pipelines and proactively support Team Leaders in following up on proposals to close deals.

·         Prepare engagement letters efficiently and accurately.

·         Develop and maintain a robust sales pipeline through effective tracking and support.

·         Drive Cross-service initiatives to expand customer relationships and revenue.

·         Lead retention efforts, taking ownership of customer cancellation requests referred by Team Leaders and implementing strategies to retain those clients.

·         Develop and implement processes to optimize sales operations and improve efficiency.

·         Track and report on key sales operations and retention metrics.

·         Collaborate with other departments (e.g., Marketing, Finance) to ensure alignment and support sales goals.

REQUIREMENTS AND QUALIFICATIONS:

·         Proven experience in sales operations, sales support, or a related field, with leadership responsibilities.

·         Strong understanding of sales processes, CRM systems (Zoho One), and sales funnel management.

·         Excellent organizational and time-management skills with the ability to prioritize tasks effectively.

·         Strong communication, 1 interpersonal, and coaching skills to lead and support a team.  

·         Ability to analyze sales data and identify opportunities for improvement.

·         Experience in customer retention strategies and techniques.

·         Proficiency in preparing professional business documents, such as engagement letters.

MUST HAVE:

·         Experience leading or mentoring a team.

·         Solid understanding of CRM systems and sales pipeline management.

·         Proven ability to support sales teams in closing deals.

·         Experience with customer retention efforts.

·         Advanced English (will be assessed during the interview);

NICE TO HAVE:

·         Experience with Cross-selling or Upselling strategies.

·         Familiarity with data analysis and reporting tools.

·         Experience in developing and implementing sales operations processes.

·         Knowledge of the company's services and target market.

DRUMMOND CULTURE

At Drummond, we promote a dynamic culture that values collaboration and partnership among employees, creating a stimulating environment where everyone can contribute and grow together. We offer the opportunity to work in the international market, which broadens perspectives and strengthens our team’s global vision. Additionally, our commitment to continuous development is evident through our training and skill-building initiatives, ensuring each team member has access to opportunities that enhance their abilities and boost their careers.

DIVERSITY:

We have an increasingly diverse and inclusive environment. We value diversity and are committed to promoting inclusion and equity in our teams. As part of our strategy for diversity and inclusion, we aim for societal representation in our workforce.

BENEFITS

·         Meal/Food Allowance: Flash Card

·         Health Plan - No cost to the employee

·         Psychological Support – Online platform

·         Life Insurance - No cost to the employee

·         Dental Plan – Optional

·         English and Education Subsidy - because we invest in those who make things happen!

·         TotalPass Partnership - because a healthy body and mind matter!

·         Quarterly Bonus - when eligible, according to internal policy (After 6 full months in the company)

·         Birthday Day Off (For you to enjoy with those who matter to you!)

·         Extended Leave: Maternity (6 months leave) and Paternity (20 days leave) + $350 in case of the birth or adoption of a child

·         Corporate University - to enhance your knowledge and strengthen your skills!

RECRUITING PROCESS:

·         Chat with people team

·         Chat with the position´s Manager

·         Chat with the Partner

Apply and good Luck!