Analyze, plan and execute the activities of the Customer Success area within the Customer Experience Directorate, focusing on customer satisfaction and success.
Help clients achieve the goals they envisioned when purchasing our platform.
Manage onboarding.
Upsell & Cross-sell.
Participate in decision-making and project meetings.
Propose the best solutions to clients, whether changes or maintenance.
Conduct frequent follow-ups on the progress of client projects.
Evaluate performance indicators and customer results.
Collect feedback on the product or service.
Prepare and present reports so the client is aware of current status and next steps.
Strategically provide clients with information about the platform.
Manage expectation conflicts, resolving issues and engaging relevant areas, including Imagem Quality for continuous improvement of our processes.
Ensure full utilization of the platform in accordance with the client's objectives.
Act as a bridge between client feedback and operations/sales/marketing/suppliers.

Bachelor's degree.
Experience supporting internal and external customers.
Basic concepts of Customer Experience and Customer Success methodologies.
Knowledge of GIS.
Data analysis and interpretation skills.
Experience working on projects.
Database knowledge.
Strong knowledge of ArcGIS (ArcGIS Pro, ArcGIS Online, ArcGIS Enterprise and applications such as Survey, Dashboards, etc.).
Previous experience in natural resources companies (environmental, mining, oil & gas).
Relevant certifications.
Intermediate to Advanced English.
Power BI.
Knowledge and understanding of Imagem's products and services.

Customer Success Analyst – Natural Resources

Key skills