📌 Core Information
🔹 Job Title: Coordenadora de Key Account | Sucesso do Cliente
🔹 Company: Arco Educação
🔹 Location: São Paulo, SP, Brazil
🔹 Job Type: On-site, Full-time
🔹 Category: Education
🔹 Date Posted: May 17, 2025
🔹 Experience Level: 5-10 years
🔹 Remote Status: On-site
🚀 Job Overview
Key aspects of this role include:
- Leading and developing a Customer Success team to ensure high-quality deliverables and close collaboration.
- Managing key account negotiations and maintaining strong relationships with clients.
- Monitoring performance indicators and identifying opportunities and risks.
- Promoting continuous process improvements and strategic decision-making.
ASSUMPTION: This role requires a balance of leadership, analytical, and strategic skills to succeed in a dynamic and high-demand environment.
📋 Key Responsibilities
✅ Lead, develop, and accompany the performance of the Customer Success team, ensuring high-quality deliverables and close collaboration.
✅ Act closely with the team, from strategy definition to operational support, as needed.
✅ Participate in key moments with clients, strengthening relationships and contributing strategic insights.
✅ Conduct key account negotiations and manage the portfolio's carteirization, considering each professional's profile, capacity, and competencies.
✅ Monitor key performance indicators (KPIs) such as churn, upsell, NPS, LTV, netchurn, and health score, identifying opportunities and risks.
✅ Ensure client satisfaction throughout their journey, acting proactively and strategically to address potential friction points.
✅ Develop strategic analyses of the portfolio to generate data-driven action plans.
✅ Promote continuous improvements in area processes, focusing on agility and high impact.
✅ Maintain close and collaborative relationships with partner areas such as Logística, Performance, and Gente & Gestão, ensuring smooth and aligned deliverables.
ASSUMPTION: This role involves a high level of multitasking, stakeholder management, and data-driven decision-making.
🎯 Required Qualifications
Education: Bachelor's degree in Business Administration, Marketing, or a related field (or equivalent experience).
Experience: Proven experience (5-10 years) in B2B client relationships, managing customer portfolios, and leading high-performance teams.
Required Skills:
- Proven leadership and team management skills.
- Strong analytical skills and data-driven decision-making ability.
- Excellent negotiation and communication skills.
- Strategic thinking and vision to support executive decisions.
- Organizational skills to handle high-demand, multi-front environments.
Preferred Skills:
- Experience in the education sector or related industries.
- Fluency in Portuguese and English.
ASSUMPTION: Candidates with experience in customer success, sales, or post-sales roles within the education sector or related industries may have an advantage.
💰 Compensation & Benefits
Salary Range: Based on experience and market standards, the estimated salary range for this role in São Paulo is R$ 10,000 - R$ 15,000 per month (gross).
Benefits:
- Meal assistance or meal allowance.
- Health and dental insurance.
- Transportation allowance.
- Extended maternity and paternity leave.
- Childcare assistance for mothers.
- Health care partnership (e.g., Gympass).
- Education incentives.
- Discounted airfare.
Working Hours: Full-time, typically Monday to Friday, 9:00 AM to 6:00 PM, with flexibility based on team and client needs.
ASSUMPTION: The provided salary range is an estimate based on market data and may vary depending on the candidate's experience and negotiation skills.
📌 Applicant Insights
🔍 Company Context
Industry: Primary and Secondary Education. The Arco Educação is the largest basic education company in Latin America, focusing on content, technology, and services for over 3 million students and nearly 9,000 private schools across Brazil.
Company Size: 1,001-5,000 employees. As a mid-sized company, Arco offers a structured environment with opportunities for growth and collaboration.
Founded: Arco was founded in 2002 and has since grown to become a leading player in the Brazilian education market.
Company Description:
- Arco focuses on developing high-quality educational content, technology, and services for students and schools.
- The company aims to combine educational excellence with efficient management to achieve its mission.
- Arco is committed to promoting diversity and inclusion, believing that all individuals can contribute to its purpose.
Company Specialties:
- Educational content development.
- Technology for education.
- Educational management and services.
Company Website: http://www.arcoeducacao.com.br
ASSUMPTION: Arco's focus on diversity and inclusion may attract candidates who value working in an environment that promotes equal opportunities and recognizes individual strengths.
📊 Role Analysis
Career Level: Mid to Senior level, with opportunities for growth and development within the Customer Success team and the broader organization.
Reporting Structure: This role reports directly to the Head of Customer Success or a similar executive position.
Work Arrangement: On-site, full-time, with flexibility based on team and client needs. Occasional travel may be required to visit clients and schools.
Growth Opportunities:
- Progression to senior leadership roles within the Customer Success team or other departments.
- Expansion of responsibilities to include additional regions or client segments.
- Development of specialized skills and expertise in customer success, account management, or related fields.
ASSUMPTION: Successful candidates in this role may have opportunities to grow within the organization, depending on their performance, skills, and career aspirations.
🌍 Location & Work Environment
Office Type: Corporate office environment, with a focus on collaboration, innovation, and employee well-being.
Office Location(s): São Paulo, SP, Brazil. The company's headquarters is located at Rua Elvira Ferraz, 250 - Vila Mariana, São Paulo - SP, 04552-040.
Geographic Context:
- São Paulo is the largest city in Brazil and the Americas, with a vibrant business environment and diverse cultural offerings.
- The city is known for its robust education sector, with numerous schools, universities, and educational institutions.
- São Paulo offers a mix of urban and natural environments, with parks, beaches, and cultural attractions nearby.
Work Schedule: Full-time, typically Monday to Friday, 9:00 AM to 6:00 PM, with flexibility based on team and client needs.
ASSUMPTION: Working in São Paulo may offer candidates the opportunity to live in a dynamic, multicultural city with ample professional and personal growth opportunities.
💼 Interview & Application Insights
Typical Process:
- Online application submission through the Arco Educação careers portal.
- Phone or video screening to assess communication skills and cultural fit.
- In-depth interviews with the hiring manager and other team members to evaluate technical skills, leadership potential, and strategic thinking.
- Final interview with the Head of Customer Success or a similar executive to discuss the role's fit with the candidate's career goals and expectations.
Key Assessment Areas:
- Leadership and team management skills.
- Analytical and problem-solving abilities.
- Communication and negotiation skills.
- Strategic thinking and vision.
- Cultural fit and alignment with Arco's values and mission.
Application Tips:
- Tailor your resume and cover letter to highlight your relevant experience, skills, and achievements in customer success, account management, or related fields.
- Prepare for behavioral and situational interview questions that focus on your problem-solving, leadership, and communication skills.
- Research Arco Educação and the Brazilian education sector to demonstrate your understanding of the company's mission and industry trends.
ATS Keywords: Customer Success, Key Account, Team Leadership, Client Relationship Management, Data Analysis, Negotiation, Strategic Thinking, Performance Monitoring, Process Improvement, Empathy, Organizational Skills
ASSUMPTION: Arco Educação's application process may vary depending on the specific role and the candidate's background and experience.
🛠️ Tools & Technologies
- Customer Relationship Management (CRM) software (e.g., Salesforce, HubSpot, or similar).
- Data analysis and visualization tools (e.g., Excel, Power BI, Tableau, or similar).
- Project management and collaboration tools (e.g., Asana, Trello, Microsoft Teams, or similar).
ASSUMPTION: The specific tools and technologies used may vary depending on the team's preferences and the organization's standards.
👔 Cultural Fit Considerations
Company Values:
- Excellence in education.
- Innovation and continuous improvement.
- Collaboration and teamwork.
- Integrity and ethical behavior.
- Diversity, inclusion, and respect for all individuals.
Work Style:
- Dynamic and fast-paced environment, with a focus on results and high performance.
- Collaborative and team-oriented culture, with a strong emphasis on internal communication and knowledge sharing.
- Data-driven decision-making and continuous learning.
Self-Assessment Questions:
- How do you align with Arco's commitment to excellence in education and continuous improvement?
- How do you approach building and maintaining strong relationships with diverse clients and stakeholders?
- How do you balance strategic thinking with operational tasks and team management responsibilities?
ASSUMPTION: Successful candidates will demonstrate a strong cultural fit with Arco's values and work style, as well as a commitment to the company's mission and vision.
⚠️ Potential Challenges
- Managing a high-performing team in a fast-paced and dynamic environment.
- Balancing strategic decision-making with operational tasks and team management responsibilities.
- Navigating a large and complex organization with multiple stakeholders and priorities.
- Adapting to the unique cultural and educational landscape of Brazil and the broader Latin American market.
ASSUMPTION: Successful candidates will possess strong leadership, adaptability, and strategic thinking skills to overcome these challenges.
📈 Similar Roles Comparison
- Compared to other customer success or account management roles, this position may require a higher level of strategic thinking and leadership, given the size and complexity of Arco's client portfolio.
- In the Brazilian education sector, this role may involve unique cultural and linguistic considerations, as well as a focus on the specific needs and challenges of the local market.
- Career progression in this role may involve expanding responsibilities to include additional regions or client segments, or transitioning to senior leadership positions within the Customer Success team or other departments.
ASSUMPTION: Candidates should research similar roles in the customer success and account management fields to better understand the unique aspects of this position and the Brazilian education sector.
📝 Sample Projects
- Developing and implementing a strategic plan to improve customer satisfaction and retention for a key account segment.
- Conducting a comprehensive analysis of customer data to identify trends, opportunities, and risks, and presenting findings to executive leadership.
- Leading a cross-functional team to design and implement a new customer onboarding process, improving client satisfaction and reducing churn.
ASSUMPTION: These sample projects illustrate the strategic, analytical, and leadership skills required for success in this role.
❓ Key Questions to Ask During Interview
- How does this role fit into the broader organizational structure and strategic vision for Customer Success at Arco Educação?
- What are the key priorities for this role in the first 30, 60, and 90 days?
- How does Arco Educação support the professional development and growth of its employees, particularly in the Customer Success team?
- What are the most significant challenges facing the Customer Success team and how can this role contribute to addressing them?
- How does Arco Educação measure the success of its Customer Success team and this role specifically?
ASSUMPTION: These interview questions are designed to assess the role's fit with the candidate's career goals, skills, and expectations, as well as the organization's priorities and culture.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through the Arco Educação careers portal.
- Tailor your resume and cover letter to highlight your relevant experience, skills, and achievements in customer success, account management, or related fields.
- Prepare for behavioral and situational interview questions that focus on your problem-solving, leadership, and communication skills.
- Research Arco Educação and the Brazilian education sector to demonstrate your understanding of the company's mission and industry trends.
- Follow up with the hiring manager or HR representative one week after submitting your application to confirm receipt and inquire about the next steps in the process.
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
