Implementation Customer Success Analyst – PwD

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

📋 Description

• Facilitate 4 to 5 online training sessions daily for clients across various profiles, aiming for the implementation of 15–20 clients each month.

• Execute structured onboarding processes for new clients, starting from the preliminary diagnosis to system activation.

• Align client processes with ERP systems and management best practices through effective mapping.

• Offer consultative support and guidance for the initial configuration and parameterization of the platform.

• Create and conduct training sessions tailored to different user profiles, ensuring clear communication, effective teaching methods, and user independence in utilizing system features.

• Develop and manage implementation timelines, leading training sessions and alignment meetings with clients.

• Identify potential risks, bottlenecks, and dependencies, recommending corrective actions and practical solutions to keep projects on track.

• Document all stages, decisions, progress, and subsequent steps in the CRM for quality assurance and traceability.

• Track activation, engagement, and customer success metrics, utilizing data-driven strategies to ensure clients achieve their "first value."

• Work collaboratively with Sales, Product, Support, and Customer Success teams to guarantee seamless transitions and continuity in the customer journey.

• Gather structured feedback regarding the customer experience and contribute to ongoing enhancements in implementation procedures.

⛳️ Requirements

• Completed or ongoing university degree, ideally in Business Administration, Accounting, Economics, or Information Technology-related disciplines.

• Fundamental understanding of administrative and financial processes (Accounts Payable/Receivable, invoicing, cash flow).

• Experience in Customer Success, specifically with the implementation of complex B2B software, ideally ERP, POS, and similar systems.

• Proficiency in delivering training and communicating effectively with users at varying levels of experience.

• Experience in managing a client portfolio, ensuring the CRM is regularly updated, and scheduling follow-up trainings.

• Capability to manage projects with established timelines, follow-up rituals, and scope management.

• Analytical mindset with the ability to interpret implementation metrics and indicators.

• Strong organizational skills, discipline, and capacity to produce well-structured documentation.

• Proactive and collaborative attitude with a results-driven focus.

🏝️ Benefits

• Flexible Benefit / Meal Voucher: BRL 40.00 per working day.

• Home office allowance.

• Need to work on-site? We provide transportation vouchers. For those commuting by train/metro, a shuttle is available from the station to the office.

• Bradesco health plan.

• Amil Dental dental plan.

• Pharmacy allowance.

• Childcare assistance.

• Birthday day off so you can celebrate as you wish.

• Access to partnered gym apps to support physical health and well-being.

• Access to online therapy and meditation platforms for mental well-being.

• Partnership with SESC - Credencial Plena.

• Exclusive discounts at top universities and educational institutions for undergraduate, graduate, and MBA programs, plus complimentary access to Omie Academy for employees.

• Partnership for in-company English courses.

• Insurance discount program.

• Swile Shop: exclusive discounts platform.

• Partnership with Dell.

• Profit-sharing program (PPRL).

• Travel benefits.

• Life insurance.