Implementation Success Manager - ISM (Onboarding) Trainee
- Remote
- Full Time
About the role
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Implementation Success Manager – ISM (Onboarding) Trainee based in Brazil.
We are looking for a motivated and customer-oriented professional to join an Implementation Success team focused on delivering an excellent onboarding experience. In this role, you will guide new customers through the initial stages of product implementation, helping them understand and maximize the value of the solutions they have purchased. You will conduct onboarding meetings, provide product training, offer technical guidance, and build strong customer relationships. Working closely with Customer Success Managers, you will monitor customer adoption, identify potential challenges, and contribute to retention strategies. This is an excellent opportunity for someone interested in technology, customer experience, and SaaS solutions to develop their career in a collaborative environment. You will also benefit from continuous learning opportunities and structured professional development.
Accountabilities:
Customer Onboarding: Establish the first point of contact with new customers and guide them through the initial implementation stages, following the onboarding plan established during the sales process.
Meeting Coordination: Organize and conduct onboarding meetings, kickoff sessions, technical alignments, and follow-ups to ensure expectations are clearly established.
Customer Understanding: Develop a thorough understanding of each customer's business, needs, objectives, and the stakeholders involved in the implementation process.
Product Training: Deliver practical training sessions and explain product functionalities, ensuring customers understand how to use the solutions effectively.
Customer Engagement and Adoption: Encourage consistent platform usage and help customers recognize the value and benefits of the solution from the beginning of their journey.
Account Management: Maintain regular communication with assigned customers through WhatsApp, support tickets, and scheduled meetings, monitoring their progress and satisfaction.
Technical Support: Provide initial technical guidance, helping customers understand basic integrations, APIs, and product-related processes.
Churn Prevention: Identify early warning signs of customer dissatisfaction or disengagement, communicate potential risks to Customer Success Managers, and recommend appropriate retention strategies.
Cross-functional Collaboration: Work closely with internal teams to ensure a smooth implementation experience and continuously improve onboarding processes.
Requirements:
Familiarity with customer service, collaboration, and productivity tools, such as Google Docs, Sheets, Slides, Calendar, Salesforce, and Zendesk.
Basic knowledge of customer onboarding, software implementation, or technical support processes.
Understanding of APIs and basic integrations.
Ability to organize and facilitate customer meetings and training sessions, including kickoff meetings, technical alignment discussions, and regular check-ins.
Strong communication and interpersonal skills, with the ability to explain technical concepts clearly and adapt communication to different audiences.
Customer-focused mindset, with a genuine interest in understanding customer needs and delivering positive experiences.
Good organizational and time-management skills, with the ability to manage multiple customer interactions and follow-ups.
Proactive attitude, emotional intelligence, adaptability, and willingness to learn.
Collaborative approach and ability to work effectively with different teams.
Nice to have:
Courses, training, or certifications in Customer Success or related fields.
Knowledge of data analysis, performance indicators, and customer success metrics.
Currently pursuing a degree in Technology, Systems Analysis and Development, or a related field.
Familiarity with CRM platforms and customer relationship management processes.
Basic understanding of business rules and processes related to digital signatures, marketplaces, and WhatsApp-based communication applications.
Benefits:
Employment contract: Full-time CLT employment.
Remote work: Fully remote working arrangement.
Flexible schedule: 40-hour workweek with flexible working hours and a core availability period from 9 AM to 5 PM.
Home office allowance: Financial support to help cover remote-working expenses.
Professional development: Access to a Corporate University, structured learning paths, continuous training, and professional development programs.
Career growth: Career planning, Individual Development Plans (PDI), constructive feedback, and opportunities for professional advancement.
Education support: Investment in professional courses, certifications, and ongoing learning.
Flexible benefits card: Access to a flexible benefits allowance.
Healthcare: Coparticipation health insurance, with Unimed or PAM options.
Dental coverage: Coparticipation dental insurance through Odontoprev.
Mental health support: Access to the Amar.Elo program, with weekly content focused on emotional well-being, as well as affordable online therapy.
Work equipment: Company-provided equipment to support productivity and performance.
Birthday benefits: Birthday day off and a special voucher.
Team activities: Happy hours, celebrations, and employee recognition initiatives.
Well-being and lifestyle: Access to Mixtra.
Recognized workplace: Opportunity to join an organization recognized for its management practices, innovation, employee experience, and workplace culture.