Analista de Implementação Júnior - Customer Success

Accountabilities:

• • Conduct onboarding for new customers and partners by diagnosing their business context and jointly defining initial objectives.
  • Develop implementation strategies that help customers achieve their goals and reach early success milestones using the available tools.
  • Guide customers and partners through platform setup and adoption, adapting meetings and training to their specific needs and expectations.
  • Encourage customer autonomy by providing clear, practical, and didactic guidance throughout the implementation journey.
  • Monitor platform usage and relevant implementation indicators to identify opportunities, risks, and areas requiring additional support.
  • Manage multiple implementation projects simultaneously, coordinating schedules, follow-ups, milestones, and customer commitments.
  • Build strong customer relationships through empathetic communication, active listening, and proactive problem-solving.
  • Act as a bridge between customers and internal Product, Sales, and Support teams to resolve issues and maintain implementation progress.
  • Handle objections and challenging situations with resilience, flexibility, and a customer-oriented mindset.
  • Contribute to continuous improvements in onboarding and implementation practices, helping deliver scalable and consistent customer experiences.

  Requirements:

  • Previous experience in Customer Success within B2B SaaS or technology companies, preferably with hands-on experience in Implementation or Onboarding.
  • Practical knowledge of Customer Success metrics, particularly indicators used to measure onboarding and implementation effectiveness.
  • Strong time-management and organizational skills, with the ability to manage multiple implementation projects and customer interactions simultaneously.
  • Excellent communication skills, with the ability to communicate clearly, adapt explanations to different audiences, and teach customers in a practical and engaging way.
  • Genuine interest in helping customers, combined with empathy, active listening, resilience, and a problem-solving mindset.
  • Ability to work independently while collaborating effectively with cross-functional teams.
  • Customer-oriented approach with strong attention to customer needs, expectations, and business objectives.

  Nice to have:

  • Experience or training in Digital Marketing, including topics such as inbound marketing, lead qualification, personas, customer journeys, and email marketing automation.
  • Experience with Agile methodologies such as Scrum or Kanban.
  • Experience with project management practices.
  • Strong negotiation skills and experience managing customer objections.
  • Previous experience with B2B SaaS or CRM/marketing technology products.
  • Familiarity with customer success or implementation tools and methodologies.

  Benefits:

  • 🏠 100% remote work model in Brazil.
  • 🌱 Opportunity to develop a career in Customer Success and Implementation.
  • 📚 Access to training and resources focused on customer service, implementation success, and modern CS practices.
  • 🤖 Exposure to advanced information-management tools and AI-supported workflows.
  • 🚀 Opportunity to work with B2B SaaS customers across different company sizes and industries.
  • 🧘 Support for holistic well-being across emotional, financial, physical, occupational, and social dimensions.
  • 🤝 Inclusive environment focused on diversity, belonging, collaboration, and professional growth.
  • ♿ Affirmative opportunity for people with disabilities.
  • 📈 Continuous learning and opportunities to develop customer management, project coordination, communication, and digital skills.