Mid-Level Implementation Analyst – Omnichannel Retail

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

📋 Description

• Oversee the onboarding process for new clients, ensuring that their expectations are met, their requirements are understood, and that their engagement starts from the initial login.

• Provide training and support to customers operating within physical retail environments or online platforms, assisting them in utilizing the product effectively to enhance sales.

• Assist customers with the initial setup, covering vital configurations, implementation schedules, and workspace organization.

• Configure and offer advice on technical aspects, including printers, hardware installation, and the integrations necessary for comprehensive point-of-sale functionality.

• Facilitate individual or group training sessions, ensuring that customers grasp the system's features and can operate it autonomously.

• Track success metrics, pinpointing areas that require attention and opportunities to ensure customers quickly realize their initial value.

• Create, update, and improve training materials and programs, consistently striving to boost engagement and knowledge retention.

• Take a proactive approach by anticipating inquiries, suggesting solutions, and ensuring a positive experience during the retail customer's initial journey.

⛳️ Requirements

• Experience in the software or SaaS industry.

• Bachelor's degree completed or in progress; degrees in Business Administration, Information Systems, or Sales Management are advantageous.

• A strong passion for teaching and assisting customers in their growth, particularly those engaged in physical retail, e-commerce, or hybrid models.

• Excellent verbal and written communication abilities, capable of training individuals clearly, naturally, and effectively.

• Prior experience in onboarding, B2B customer service, and Customer Success.

• Proactive, hands-on approach, with the energy to swiftly resolve issues and facilitate customer progress smoothly.

• Strong organizational, resilience, and time-management skills, with the capacity to navigate constant change.

• Analytical and data-driven mindset, with the capability to interpret information that supports the customer journey.

• Familiarity with CRM and support tools is a plus.

• Experience in integrating sales channels—POS, e-commerce, and marketplaces—is a plus.

• A genuine desire to teach and enthusiasm for providing training.

🏝️ Benefits

• Dental Plan | Amil Dental

• Health Insurance | Bradesco Saúde

• Mental Health Platform

• Telemedicine Platform

• Life Insurance | Prudential

• Pharmacy Benefit

• Fitness Allowance

• Birthday Day Off

• Flexible Meal Voucher

• Home Office Allowance

• Childcare Assistance

• Public Transportation Allowance and Company Shuttle

• Discount Platform (Allya, SwileShop, and Dell)

• Educational Benefits

• Travel Benefits

• Pet Health Insurance

• SESC Benefits

• Profit-Sharing and Results Program (PPRL)