A Aprova é uma plataforma para gestão e automação de processos do setor público, que centraliza análises, autorizações, assinaturas e cobranças em um só lugar.
Presente em mais de 150 cidades, impactando a rotina de 21 milhões de brasileiros/as.
↳ Menos papel e mais segurança para gestão pública.
↳ Primeira govtech investida pelo Banco do Brasil.

Aprova

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public-relations

Aprova is a SaaS platform for public sector digital process management that leverages artificial intelligence and carries a Banco do Brasil endorsement. It centralizes municipal workflows—from protocol and electronic service portals to automated document assembly, approvals, digital signatures and chatbots—helping governments reduce costs, speed approvals and improve citizen services. The solution integrates with other systems and is deployed across multiple Brazilian city governments.

A Aprova é uma plataforma para gestão e automação de processos do setor público, que centraliza análises, autorizações, assinaturas e cobranças em um só lugar. Presente em mais de 150 cidades, impactando a rotina de 21 milhões de brasileiros/as.
    
 ↳ Menos papel e mais segurança para gestão pública. 
    
 ↳ Primeira govtech investida pelo Banco do Brasil.

• Analyze the health of your portfolio and provide appropriate solutions to meet client needs, driving revenue growth through cross-sell, up-sell, and account expansion.
• Support customers via WhatsApp proactively and reactively;
• Investigate, document, and resolve issues encountered, creating effective action plans;
• Conduct follow-up meetings with tactical and strategic focus;
• Develop engagement and learning flows and materials for customers;
• Share knowledge with the team and be an advocate for efficiency and automation;
• Develop strategies to achieve product adoption metrics;
• Prepare performance and product usage reports;
• Be available to travel when necessary;
• Conduct checkpoints with customers to demonstrate the value achieved through product use.

Customer Success Analyst – CSA

Customer Success Analyst at Aprova focusing on client retention and engagement through proactive communication. Involves analyzing client health and implementing effective strategies.

support-engineer

• Conduct regular on-site visits to the Canoas City Hall to build close relationships, understand challenges, and monitor the customer success journey;
• Monitor account health and propose proactive actions to increase engagement and platform adoption;
• Build trust with users by practicing active listening and providing consultative support;
• Support user acceptance tests, rollouts of new workflows and features, and identify opportunities to expand platform usage.

**Technical Support**

• Work in the technical support queue, handling requests from various customers;
• Diagnose and resolve technical issues, perform process configurations, and make changes to forms;
• Negotiate deadlines and priorities according to the criticality of requests;
• Document processes, configurations, and solutions clearly and accessibly for the team;
• Participate in technical meetings with clients when necessary.

**Collaboration and Continuous Improvement**

• Collaborate with other teams to ensure an excellent customer experience;
• Share learnings and contribute suggestions for improvements to internal and external processes;
• Actively participate in team ceremonies, such as reviews and alignment meetings.

Technical Support Analyst

Analista de Suporte Técnico garantindo engajamento e sucesso na plataforma Aprova com foco em atendimento a clientes. Precisa residir em Canoas e realizar visitas presenciais regulares.

• Support: Manage customer support, resolving tickets in accordance with the specified service-level agreements (SLAs).
• Investigate issues to propose short-, medium-, and long-term solutions;
• Configure process parameters and/or modify forms according to business rules provided by clients.
• Establish timelines and negotiate deadlines for open requests, balancing them with other requests and the client's needs;
• Know the product and aim to provide the best solution according to available tools;
• Have technical knowledge to perform low-code configurations;
• Conduct meetings with clients to address requests, and be responsible for monitoring SISOBRA.
• Documentation: Create and update technical documentation related to processes, configurations, and clients, facilitating access to information for the support team.
• Collaboration: Work together with all teams to resolve issues and optimize processes.
• Training: Conduct training for the support team, sharing knowledge and best practices.
• Process Improvement: Actively participate in identifying and implementing improvements to internal processes.

Technical Support Analyst focusing on client solutions and service quality for a leading Govtech in Brazil. Responsible for ticket resolution and client interaction to enhance service efficiency.

human-resources

• Recruitment and Selection: Manage job postings, candidate sourcing and attraction, screening, interviews, and administration of behavioral and technical assessments within your area of responsibility.
• Manage internal selection processes within your assigned areas, ensuring a positive candidate experience and properly managing participants’ expectations. Monitor all stages of attraction and selection and ensure detailed, high-quality feedback is provided to unsuccessful candidates.
• Create and continuously update Job Descriptions, tracking changes and profile realignments within your areas of responsibility.
• Oversee all stages involved in the selection of new employees.
• Ensure a positive candidate experience throughout the selection process, from application or outreach to closure via offer or rejection feedback.
• Performance Management: Lead performance review processes, calibration sessions, and individual development plans in partnership with your areas.
• Employee Engagement and Climate: Monitor organizational climate within your areas through surveys, one-on-ones, and conversations with leaders, and design intervention strategies when needed.
• Metrics Management: Track results and OKRs for the areas within your scope, align regularly with leadership, and develop strategies to improve performance when necessary.
• Onboarding of New Hires: Ensure the creation and upkeep of onboarding materials and notes within your area of responsibility.
• Training and Development: Map and monitor training needs for supported areas and propose solutions to address specific demands, aligned with complementary teams.
• Offboarding: Identify potential upcoming departures with area managers and ensure compliance with the offboarding process.
• Leadership Support: Maintain ongoing communication with leaders in your area, cultivate trust-based relationships, and support the development of business strategies in each area.
• HR Administration: Act as the bridge between Central HR and your areas for processes such as medical certificates and leaves, vacations, termination procedures, probation evaluations, and compensatory time-bank adjustments.

Human Resources Business Partner – HRBP

Provide end-to-end HR support for Sales, Marketing and Customer Success areas, including recruitment, performance management, and employee development. Act as liaison between Central HR and business areas to drive engagement, metrics, and HR processes.

• Provide support to system users synchronously (chat) and asynchronously (support tickets and email).
• Assist in managing customer support, resolving tickets according to established SLAs.
• Contribute to problem investigation and propose solutions.
• Support the parameterization of processes and/or changes to forms according to business rules provided by clients.
• Learn the product to offer the best solutions using available tools.
• Assist with low-code configurations.
• Participate in demand follow-up meetings under team supervision.
• Help create and update technical documentation related to processes, configurations, and clients to facilitate team access to information.
• Collaborate with internal teams to resolve issues and improve processes.
• Take part in internal training and share knowledge with the team.
• Help identify and suggest improvements to internal processes.

Apprentice, Technical Support

Technical Support Intern assisting with user inquiries and support tasks for Aprova, a leading Govtech in Brazil. Opportunities to learn while contributing to technical solutions in a collaborative environment.

customer-support

• Realizar visitas presenciais diárias à Prefeitura de Florianópolis para garantir proximidade, entendimento dos desafios e acompanhamento da jornada de sucesso;
• Monitorar a saúde da conta e propor ações proativas para aumentar o engajamento e a adoção da plataforma;
• Estabelecer relação de confiança com os usuários, promovendo uma escuta ativa e suporte consultivo;
• Apoiar homologações, lançamentos de novos fluxos e funcionalidades, e levantar novas oportunidades de expansão do uso da plataforma.

• Atuar na fila de suporte técnico, atendendo demandas de diferentes clientes da base;
• Diagnosticar e resolver problemas técnicos, realizar parametrizações de processos e alterações em formulários;
• Negociar prazos e prioridades conforme criticidade das solicitações;
• Documentar processos, configurações e soluções de forma clara e acessível para o time;
• Participar de reuniões técnicas com clientes, quando necessário.

• Trabalhar em conjunto com os demais times para garantir uma experiência de excelência para os clientes;
• Compartilhar aprendizados e contribuir com sugestões de melhorias em processos internos e externos;
• Participar ativamente das cerimônias do time, como reviews e alinhamentos.

Analista de Sucesso do Cliente, CSA

Customer Success Analyst responsible for ensuring client satisfaction and engagement with Aprova's platform for municipal management.

A Aprova é uma plataforma para gestão e automação de processos do setor público, que centraliza análises, autorizações, assinaturas e cobranças em um só lugar. Presente em mais de 150 cidades, impactando a rotina de 21 milhões de brasileiros/as. ↳ Menos papel e mais segurança para gestão pública. ↳ Primeira govtech investida pelo Banco do Brasil.

Aprova

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6 jobs found

Customer Success Analyst – CSA

Aprova

Technical Support Analyst

Aprova

Technical Support Analyst

Aprova

Human Resources Business Partner – HRBP

Aprova

Apprentice, Technical Support

Aprova

Analista de Sucesso do Cliente, CSA

Aprova