Implementation Analyst

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Facilitate kickoff and follow-up meetings, delving into the operational context of the account to ensure Mercos addresses genuine challenges.

• Engage in active listening to grasp business rules and configure systems, linking practical application to the financial success of our clients.

• Manage the expectations of all stakeholders (clients, internal teams, and ERP integrators), ensuring clear and transparent communication to enhance the partnership.

• Monitor initial success indicators (activation and utilization of key features) to guarantee the client experiences value swiftly (Time to Value).

• Recognize signs of disengagement or implementation risk, and formulate immediate action plans to mitigate potential cancellation scenarios.

• Conduct training sessions that instill confidence and promote effective platform adoption among daily users.

• Develop and implement the implementation timeline, coordinating steps among the internal team, the client, and the integration partner (ERP).

• Maintain rigor in updating Salesforce, ensuring that the history of decisions, risks, and project progress is documented for the entire Mercos team.

• Collaborate with the squad to refine playbooks and processes, always aiming to decrease project duration without compromising delivery quality.

⛳️ Requirements

• Proven experience in onboarding or Customer Success (CS) processes for B2B SaaS solutions.

• Capability to diagnose business needs and align them with the software’s functionalities.

• Strong organizational abilities to handle multiple accounts, deadlines, and response SLAs.

• Understanding of how implementation influences engagement and retention (churn).

• Familiarity with the operations of the following segments: commercial representatives, distributors, and manufacturers.

• Analytical skills to interpret cohorts and recommend strategic enhancements to the customer journey.

• Experience utilizing generative AI to improve workflows and productivity.

🏝️ Benefits

• 💰Profit Sharing Program (PLR)

• 🍎Remote work allowance + meal/food voucher on the Caju flexible benefits card

• 🤑Budget to set up your home office

• 🚑Health and dental insurance with nationwide coverage

• 👩🏽‍⚕️Access to Moodar for online psychological counseling (benefit extended to family)

• 💻Access to an educational platform with full scholarships for undergraduate, postgraduate, short courses, language courses, and MBA

• 🏋🏼‍♀️Wellhub (formerly Gympass): App providing access to partners for physical activities (gyms) and partners focused on the physical, emotional, and nutritional well-being of you and your family!