Pessoa Coordenadora de Key Account | Sucesso do Cliente

📌 Core Information

🔹 Job Title: Coordenadora de Key Account | Sucesso do Cliente

🔹 Company: Arco Educação

🔹 Location: São Paulo, Brazil

🔹 Job Type: On-site, Full-time

🔹 Category: Education, Customer Success

🔹 Date Posted: May 29, 2025

🔹 Experience Level: Mid to Senior 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 performance monitoring.
• Engaging closely with clients, conducting important negotiations, and fostering strategic relationships.
• Monitoring key indicators and developing action plans oriented by data and indicators.
• Promoting continuous improvements in processes, with a focus on agility and high impact.

ASSUMPTION: This role requires a balance of strategic thinking and operational execution, with a strong focus on client relationships and team leadership.

📋 Key Responsibilities

✅ Lead, develop, and accompany the performance of the CS team, ensuring high-quality deliverables.

✅ Act closely with the team: from defining strategies to supporting operational activities when needed.

✅ Participate in key moments with clients, strengthening relationships and contributing strategic insights.

✅ Conduct key negotiations within the key accounts portfolio.

✅ Make visits and trips to know and get closer to the Client Schools.

✅ Manage the portfolio of the team, considering the profile, capacity for attendance, and competencies of each professional.

✅ Monitor key indicators such as churn, upsell, NPS, LTV, netchurn, and health score, identifying opportunities and risks.

✅ Ensure client satisfaction throughout the journey, acting proactively and strategically in potential friction points.

✅ Develop strategic analyses of the portfolio to generate action plans guided by data and indicators.

✅ Promote continuous improvements in processes, focusing on agility and high impact.

✅ Maintain close and collaborative relationships with partner areas such as Logística, Performance, and Gente & Gestão, ensuring fluidity and alignment in deliveries.

ASSUMPTION: This role involves a mix of strategic planning, team management, and client-facing activities, requiring strong leadership and interpersonal skills.

🎯 Required Qualifications

Education: Bachelor's degree in Business Administration, Marketing, or a related field.

Experience: Proven experience (5-10 years) in B2B client relationships and managing customer portfolios.

Required Skills:

• Proven leadership experience in high-performance teams.
• Strong analytical profile, with the ability to make decisions based on data and indicators.
• Excellent negotiation skills and empathy for dealing with different client contexts and profiles.
• Strategic vision to support the board in structural decisions and in the design of the client journey.
• Organizational skills to act in high-demand environments and multiple fronts simultaneously.

Preferred Skills:

• Experience in the education sector.
• Fluency in English.

ASSUMPTION: Candidates should have a strong background in customer success, team leadership, and strategic decision-making, with a preference for experience in the education sector.

💰 Compensation & Benefits

Salary Range: Based on industry standards for mid to senior-level roles in São Paulo, the estimated salary range is R$ 15,000 - R$ 25,000 per month. This estimate takes into account the candidate's experience level, the company's size, and the location.

Benefits:

• Meal Assistance
• Health and Dental Plan
• Transportation Allowance
• Extended Maternity and Paternity Leave
• Childcare Assistance
• Health Care Support
• Education Incentive
• Discount on Airfare

Working Hours: Full-time, with standard office hours (Monday to Friday, 9:00 AM to 6:00 PM) and flexibility for occasional remote work or adjusted hours as needed.

ASSUMPTION: The salary range is an estimate based on market research and may vary depending on the candidate's specific qualifications and experience.

📌 Applicant Insights

🔍 Company Context

Industry: The Arco Educação operates in the primary and secondary education sector, focusing on developing content, technology, and services for over 3 million students and nearly 9,000 private schools across Brazil.

Company Size: Arco Educação is a mid-sized company with 1,001-5,000 employees, providing a supportive and collaborative work environment that encourages growth and development.

Founded: Arco Educação was founded with the purpose of combining educational excellence and efficient management to provide high-quality educational solutions.

Company Description:

• Arco Educação is the largest company in Latin America focused on basic education solutions.
• The company develops content, technology, and services for students and schools, aiming to provide an excellent educational experience.
• Arco Educação is committed to promoting diversity and inclusion, valuing the unique contributions of all individuals.

Company Specialties:

• Basic Education
• Management
• Educational Technology

Company Website: http://www.arcoeducacao.com.br

ASSUMPTION: Arco Educação's focus on diversity and inclusion creates an environment where applicants from various backgrounds can thrive and contribute to the company's mission.

📊 Role Analysis

Career Level: This role is at the mid to senior level, requiring a balance of strategic thinking and operational execution.

Reporting Structure: The Coordenadora de Key Account reports directly to the board and works closely with various departments, such as Logística, Performance, and Gente & Gestão.

Work Arrangement: This role is primarily on-site, with occasional remote work or adjusted hours as needed to accommodate client visits and team meetings.

Growth Opportunities:

• Developing leadership and strategic decision-making skills.
• Gaining experience in the education sector and key account management.
• Expanding professional network within the company and the industry.

ASSUMPTION: This role offers opportunities for professional growth, particularly in leadership, strategic decision-making, and industry-specific knowledge.

🌍 Location & Work Environment

Office Type: Arco Educação's headquarters is located in São Paulo, Brazil, with a modern and collaborative work environment that fosters creativity and innovation.

Office Location(s): Rua Elvira Ferraz 250, São Paulo, 04552-040, BR

Geographic Context:

• São Paulo is the largest city in Brazil and the Americas, offering a vibrant cultural scene, diverse neighborhoods, and numerous entertainment options.
• The city is known for its robust job market, with a strong focus on education, technology, and finance.
• São Paulo has a tropical savanna climate, with mild winters and warm summers.

Work Schedule: The standard work schedule is Monday to Friday, from 9:00 AM to 6:00 PM, with flexibility for occasional remote work or adjusted hours as needed.

ASSUMPTION: Working in São Paulo offers a dynamic and multicultural environment, with ample opportunities for personal and professional growth.

💼 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 key stakeholders, focusing on technical skills, leadership, and problem-solving abilities.
• Final interview with the hiring manager to discuss the role's expectations, team dynamics, and career growth opportunities.

Key Assessment Areas:

• Client relationship management and negotiation skills.
• Leadership and team management abilities.
• Analytical and strategic thinking.
• Adaptability and resilience in high-demand environments.

Application Tips:

• Tailor your resume and cover letter to highlight your relevant experience in customer success, team leadership, and strategic decision-making.
• Prepare examples of your problem-solving skills and ability to manage high-demand environments.
• Research Arco Educação's mission, values, and company culture to demonstrate your fit and enthusiasm for the role.

ATS Keywords: Customer Success, Team Leadership, B2B Client Relations, Data Analysis, Negotiation, Strategic Thinking, Performance Monitoring, Process Improvement, Relationship Management, Problem Solving, Empathy, Organizational Skills, High Demand Management, Client Satisfaction, Action Planning, Collaboration

ASSUMPTION: Arco Educação's application process is designed to assess candidates' technical skills, leadership abilities, and cultural fit, with a focus on client relationship management and strategic thinking.

🛠️ Tools & Technologies

• Customer Relationship Management (CRM) software (e.g., Salesforce, HubSpot)
• Data analysis and visualization tools (e.g., Excel, Power BI, Tableau)
• Project management tools (e.g., Asana, Trello, Microsoft Project)

ASSUMPTION: The specific tools and technologies used may vary depending on the team's preferences and the company's standard practices.

👔 Cultural Fit Considerations

Company Values:

• Excellence in Education
• Efficient Management
• Diversity and Inclusion

Work Style:

• Collaborative and supportive team environment.
• Focus on continuous improvement and innovation.
• Strong emphasis on client relationships and satisfaction.

Self-Assessment Questions:

• How do you approach building and maintaining strong client relationships in a high-demand environment?
• Can you provide an example of a time when you had to adapt to a significant change or challenge, and how did you handle it?
• How do you balance strategic thinking with operational execution, and can you give an example of a situation where you had to do this?

ASSUMPTION: Arco Educação values candidates who align with their commitment to excellence in education, efficient management, and diversity and inclusion, as well as those who can thrive in a collaborative and innovative work environment.

⚠️ Potential Challenges

• Managing a high-demand workload and multiple priorities simultaneously.
• Navigating a large organization and building effective relationships with various departments.
• Adapting to the unique dynamics and needs of the education sector.
• Balancing strategic decision-making with operational execution.

ASSUMPTION: These challenges can be overcome through strong leadership, effective communication, and a commitment to continuous learning and improvement.

📈 Similar Roles Comparison

• Unlike traditional sales or marketing roles, this position focuses more on client retention and satisfaction than on direct revenue generation.
• This role requires a strong balance of strategic thinking and operational execution, with a focus on client relationships and team leadership.
• Career progression in this role may lead to senior leadership positions within the Customer Success or Key Account Management functions.

ASSUMPTION: This role offers a unique blend of strategic and operational responsibilities, with a focus on client relationships and team leadership, setting it apart from other customer success or key account management positions.

📝 Sample Projects

• Developing and implementing a customer success strategy for a portfolio of key accounts, resulting in improved client satisfaction and retention rates.
• Conducting a comprehensive analysis of client data to identify trends, opportunities, and risks, and using these insights to inform strategic decision-making.
• Leading a team in a process improvement initiative, resulting in increased efficiency and effectiveness in client management.

ASSUMPTION: These sample projects illustrate the strategic and operational aspects of the role, as well as the importance of data-driven decision-making and team leadership.

❓ Key Questions to Ask During Interview

• How does the company support the professional development and growth of its employees in this role?
• Can you describe the team dynamics and how the role fits into the broader organizational structure?
• How does the company measure success in this role, and what key performance indicators (KPIs) are used to track progress?
• What are the most significant challenges facing the company in the next 1-2 years, and how does this role contribute to addressing them?
• How does the company foster a culture of diversity, inclusion, and belonging, and what initiatives are in place to support these values?

ASSUMPTION: These interview questions are designed to provide insight into the role's expectations, team dynamics, and career growth opportunities, as well as the company's culture and values.

📌 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 in customer success, team leadership, and strategic decision-making.
• Prepare examples of your problem-solving skills and ability to manage high-demand environments.
• Research Arco Educação's mission, values, and company culture to demonstrate your fit and enthusiasm for the role.
• Follow up with the hiring manager one week after submitting your application to express your interest and reiterate your qualifications.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.