Junior Onboarding Analyst

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

📋 Description

• Create value for clients during the Onboarding phase by ensuring they can incorporate Astrea into their workflows, enhancing law firm management.

• Strategically conduct consultations and webinars to provide a valuable experience and assist clients in maximizing the platform's benefits.

• Handle absences and rescheduling (no-shows), taking follow-up actions to enhance the uptake of support opportunities.

• Organize and prioritize daily tasks, balancing support activities, client follow-ups, and operational responsibilities.

• Foster engagement across the client portfolio, track the customer journey, identify opportunities for improvement, and foresee potential obstacles.

• Address at-risk cancellation scenarios, implementing pre-retention strategies to boost perceived value and minimize early churn.

• Contribute to achieving team goals and key results, promoting platform adoption, customer success, and business outcomes.

• Recognize improvement opportunities and value creation by utilizing insights from interactions to enhance the customer experience.

• Monitor portfolio metrics and outcomes, aiding in data-driven decision-making and continuous operational improvement.

⛳️ Requirements

• Experience in Customer Service, Customer Success, Onboarding, Client Relations, or Support.

• Background in SaaS (Software as a Service) companies.

• Fundamental understanding of Customer Success and the customer journey.

• Proficiency with Google Workspace tools (Docs, Sheets, Slides, and Meet).

• Quick adaptability to new technologies and systems.

• Well-organized with effective time management skills to handle multiple responsibilities.

• Empathetic with the ability to comprehend clients' needs.

• Excellent communication skills and the ability to establish trusting relationships.

• Collaborative spirit, focused on assisting clients and colleagues in achieving their goals.

• Capability to navigate challenging situations and mediate interests between the client and the organization.

• Experience in facilitating training sessions for large audiences.

• Nice to have: Experience in law firms or legal workflows; familiarity with Customer Success tools (Sensedata, CustomerX, and similar); project management experience; understanding of the OKR methodology; experience in Customer Success Onboarding; experience with Notion.

🏝️ Benefits

• Meal/Food Allowance: R$ 1,300 monthly on a flexible benefits card, with no payroll deduction.

• Home Office Allowance: R$ 135.00 monthly, with no payroll deduction.

• Health Plan: Bradesco (national coverage).

• Dental Plan: SulAmérica.

• Life Insurance.

• Extended parental leave: we participate in the Empresa Cidadã program and offer leaves that support different family formats — including adoption, same-sex couples, and single-parent families.

• Childcare Assistance: for children up to 5 years old.

• Gympass/Wellhub: wellness platform focused on physical activity and holistic health. Provides access to thousands of gyms, studios, live classes, and wellness apps for a single monthly fee.

• Conexa Saúde: digital health platform with multiple specialties. Employees have access to 2 free psychological consultations and 2 free nutritional consultations per month.

• Guapeco: pet health plan with simple enrollment, national coverage, and reimbursements of up to 100%.

• Language school partnerships: discounts for English and Spanish with OpenEnglish, Fluentia, and Instituto Cervantes, available online and in-person.

• Profit Sharing (PLR): if the team meets the annual target, everyone receives a profit-sharing bonus.

• Relax Week: we do not work on weekdays between Christmas and New Year so people can rest and enjoy the end of the year.

• Workstation Allowance: in addition to lending a laptop, we provide a R$ 2,400 allowance to set up a comfortable home workspace.

• Birthday Day Off: during your birthday month you receive a full day off to rest and enjoy.

• Work at a Great Place to Work©: we are one of the best companies to work for in Latin America and Brazil.

• And much more! With a feedback-driven culture, development guilds, an Individual Development Plan (IDP) included in onboarding, Aurum Talks, regular all-company meetings, OKR transparency, celebratory events, performance evaluations, development programs, and other processes that help our Aurum team members grow.