Customer Success Analyst – Government

Role Overview

• Analyze, plan, and execute activities within the Customer Success area of the Customer Experience Directorate, focusing on customer satisfaction and success.
• Help customers achieve the goals they intended when purchasing our platform.
• Manage onboarding.
• Drive upsell and cross-sell opportunities.
• Facilitate decision-making and project meetings.
• Propose the best solutions to customers, whether changes or maintenance.
• Conduct frequent follow-ups on customers' project progress.
• Evaluate customer performance metrics and results.
• Gather feedback on the product or service.
• Prepare and present reports to keep the customer informed of current status and next steps.
• Strategically educate and inform customers about the platform.
• Manage expectation gaps, resolve issues, and engage relevant teams, including Imagem Quality, for continuous process improvements.
• Ensure full utilization of the platform in line with the customer's objectives.
• Act as a bridge between customer feedback and operations/sales/marketing/suppliers.

Requirements

• Bachelor's degree.
• Experience serving internal and external customers.
• Knowledge of GIS.
• Data analysis and interpretation skills.
• Experience working on projects.
• Knowledge of databases.
• Relevant certifications.
• Intermediate to advanced English.
• Power BI.
• Knowledge and understanding of Imagem's products and services.

Benefits

• 🏥 Health and Dental Insurance – SulAmérica.
• ✅ Life and Personal Accident Insurance.
• 🏋️‍♂️ Access to Gympass for physical and mental well-being.
• 🧘‍♀️ Well-being program focused on mental, physical, and social health.
• 👶 Childcare assistance.
• 👨‍👦 Extended paternity leave.
• 🎉 Day off on your children's birthdays (up to 16 years old).
• 🍽 Caju card for food/meals, also valid during vacation.
• 🚎 Transportation allowance (Vale Transporte).
• 🏡 Home office allowance loaded to the Caju card.
• ⏳ Flexible hours and hybrid work for a healthy balance.
• 🎉 Day off on your birthday + special gift (Caju voucher).
• 📈 Personalized career map with technical or leadership ("Y") career paths.
• 📖 2 hours per week dedicated to study during working hours.
• 🎓 Access to learning platforms Alura, Imagine, and Feedz.
• 🧠 Development programs focused on technical, behavioral, and business skills.
• 📋 Individual Development Plan (IDP) with tailored training.
• 💬 Regular feedback to support your growth.
• 📊 Annual Profit-Sharing (PLR) linked to performance.
• 🔄 Internal mobility to explore new positions and grow.
• 📈 Succession plan focused on developing leaders and junior talent.