About the role

Customer Success Analyst at Imagem Geosistemas responsible for ensuring client satisfaction and success with our platform. Analyzing, planning, and executing client success strategies.

Responsibilities

Analyze, plan and execute activities for the Customer Success area within the Customer Experience Directorate, focusing on client satisfaction and success.
Help clients achieve the objectives they intended when purchasing our platform.
Manage onboarding.
Upsell & Cross-sell.
Lead decision-making and project meetings.
Propose the best solutions to clients, whether changes or maintenance.
Conduct frequent follow-ups on client project progress.
Evaluate clients' performance indicators and results.
Collect feedback on the product or service.
Prepare and present reports to keep the client informed of current status and next steps.
Strategically provide clients with information about the platform.
Manage expectation conflicts, resolve issues and engage the relevant teams, including Imagem Quality, to drive continuous improvements to our processes.
Ensure full platform adoption in accordance with the client's objectives.
Act as a bridge between client feedback and operations/sales/marketing/vendors.

Degree in Earth Sciences.
Experience serving internal and external clients.
Basic concepts of Customer Experience and Customer Success methodologies.
Knowledge of GIS.
Data analysis and interpretation skills.
Experience working on projects.
IT knowledge (databases and automations with Python).
Strong knowledge of ArcGIS (ArcGIS Pro, ArcGIS Online, ArcGIS Enterprise and apps such as Survey, Dashboards, etc.).
Previous experience in natural resources or geomarketing companies (environmental, mining, oil & gas).
Relevant certifications.
Intermediate to advanced English.
Power BI.