Mid-level Customer Success Implementation Analyst – Omie ERP

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

📋 Description

• Facilitate 4 to 5 online training sessions daily with clients from diverse backgrounds, achieving the onboarding of 15–20 clients each month;

• Guide the structured onboarding process for new clients, from the initial assessment to system activation;

• Analyze client workflows to ensure they align with ERP standards and best management practices;

• Offer consultative support and advice for initial platform parameterization and configurations;

• Develop and present training sessions tailored to various user profiles, ensuring clarity, a pedagogical approach, and user independence in utilizing features;

• Create and oversee the implementation timeline, facilitating trainings and aligning with clients;

• Identify potential risks, bottlenecks, and dependencies, recommending adjustments and practical solutions to keep the project on track;

• Document and track progress, decisions, and next steps to ensure traceability and quality of delivery;

• Monitor activation, engagement, and customer success metrics, taking data-driven actions to secure the "first value";

• Collaborate with Sales, Product, Support, and Customer Success teams to ensure seamless transitions and continuity in the customer journey;

• Gather structured feedback on customer experiences and contribute to ongoing improvements in implementation processes;

⛳️ Requirements

• Bachelor's degree, ideally in Business Administration, Accounting, Economics, or Information Technology;

• Understanding of ERP fundamentals and its primary modules;

• Strong grasp of administrative and financial processes (accounts payable/receivable, billing, cash flow);

• Basic knowledge of Brazilian tax laws (taxes, fiscal documents, primary and ancillary obligations);

• Demonstrated experience in implementing software, preferably ERP, in a B2B context;

• Capacity to conduct training sessions and communicate effectively with users at varying maturity levels;

• Experience managing a portfolio, maintaining the CRM, documenting feedback, and scheduling follow-up training sessions;

• Ability to manage projects with established timelines, regular follow-ups, and scope control;

• Analytical mindset with the capability to interpret implementation metrics and indicators;

• Strong organizational skills, discipline, and proficiency in producing structured documentation;

• Proactive, collaborative, and results-driven attitude;

• Previous experience in consulting or a consultative technology role is highly advantageous;

• Intermediate knowledge of tax operations and accounting processes;

• Experience in the SaaS sector, particularly with ERPs;

• Background in implementing solutions for enterprise accounts or high-complexity projects;

• Familiarity with agile methodologies and project management tools;

• Proficiency in English and/or Spanish for conducting training and client interactions;

• Relevant certifications in Customer Success, Project Management, or ERP are a plus;

🏝️ Benefits

• Flexible Benefit / Meal Voucher: R$45.00 per working day.

• Home office allowance.

• Need to work on-site? We offer a commuter benefit (vale-transporte). For those commuting by train/metro, we provide a shuttle from the station to the office.

• Bradesco health insurance.

• Amil Dental dental plan.

• Pharmacy assistance.

• Childcare support.

• Birthday day off to celebrate as you choose!

• Access to partner gym applications for physical health and wellness.

• Collaborations with online therapy and meditation platforms to promote mental health and relaxation.

• Partnership with SESC – Full Credential.

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

• Partnership for in-company English courses.

• Employee discounts on insurance products.

• Swile Shop: platform offering exclusive discounts.

• Partnership with Dell.

• PPRL.

• Travel benefits.

• Life insurance.