Customer Service Agent assisting passengers with airport operations in Sarasota, Florida. Responsibilities include reservations, baggage handling, and compliance with security protocols.
About the role
- Customer Success Analyst ensuring effective use of the system post-implementation for municipalities. Strengthening relationships and preserving contracts with continuous support activities.
Responsibilities
- Ensure municipalities and partners effectively use the system post-implementation, strengthen relationships, preserve and expand contracts, and act as a bridge with Support, Development and other departments.
- Monitor a portfolio of municipalities/partners after go-live with a results plan and milestones.
- Conduct regular follow-up meetings (monthly/quarterly) and technical visits, with minutes and an action plan.
- Track ticket resolutions with Support and Development: prioritize, detail, validate fixes and inform the client.
- Train and retrain users (auditors, managers and IT) on modules and best practices.
- Perform usage and data checks (EFD, XML, DAMEF; VAF/PROFIS routines) and correct deviations.
- Map client stakeholders (department heads, IT, etc.) and maintain active communication.
- Identify risks of dissatisfaction or churn and execute recovery plans.
- Gather needs and document requirements for product evolution.
- Produce and maintain simple support materials (guides, FAQs, short videos).
- Recommend contract expansion when appropriate (new systems/contracts).
Requirements
- Education: Bachelor's degree in Business Administration, Accounting, Economics, Information Systems or related fields.
- Experience: Prior work with municipalities, technology companies focused on the public sector, or tax consulting firms.
- Experience in tax auditing, municipal revenue management or monitoring fiscal indicators.
- Experience serving B2G clients (municipalities), post-implementation relationship management and functional support for SaaS systems.
- Technical knowledge: Familiarity with tax management systems, EFD, XML, DAMEF.
- Knowledge of CRM tools and ticketing systems.
- Strong written and verbal communication skills, with the ability to deliver training and prepare support materials.
Benefits
- Meal allowance
- Transportation allowance
- Health insurance
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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