JUNIOR B2B CUSTOMER ONBOARDING ANALYST

Description

Job Summary: Junior B2B Customer Onboarding Analyst to ensure a positive, success-oriented initial experience by conducting training sessions and monitoring platform usability. Key Highlights: 1. Primary point of contact for B2B customers during the first 90 days 2. Conducts customized training sessions and monitors platform usability 3. Ensures the first billing and strengthens customer engagement We are seeking a **Junior B2B Customer Onboarding Analyst** to serve as the primary customer contact during the **first 90 days** of using contracted products. This person will be responsible for ensuring a positive, smooth, and success-oriented initial experience—by delivering training, monitoring usability, and strengthening engagement with both customers and internal teams. Additionally, they will be responsible for ensuring the customer’s **first billing** following the training cycle. **Main Responsibilities** -------------------------------- * Conduct the **briefing process** with the KA (sales representative), validating commercial terms and objectives. * Conduct the **Welcome Call** with the customer, participating in the transition ceremony alongside the sales representative. * Plan and deliver **customized training sessions**, tailored to the customer’s profile and contracted product. * Ensure the customer understands and uses all platform features. * Monitor customer **usability** weekly, escalating to internal teams when necessary. * Proactively prevent operational errors, integration failures, or improper system usage. * Serve as the communication link between the customer and internal teams (Support, Product, Customer Success, Sales, etc.). * Update control systems and report on the status of customers undergoing implementation. * Ensure the **first billing** after the training cycle. * Prepare and conduct the customer handover to the **Customer Success** team upon implementation completion. **Technical Competencies** ------------------------- ### **1\. Customer Portfolio Management** * Organizing and prioritizing accounts based on risk and complexity. * Using CRM and Customer Success platforms. ### **2\. Data Analysis and Success Metrics** * Monitoring implementation KPIs. * Interpreting data and driving actionable outcomes. ### **3\. Product Knowledge** * In-depth understanding of platform features. * Identifying usage gaps and opportunities. ### **4\. Risk Management and Proactivity** * Early detection of issues or barriers. * Rapid interventions to recover engagement. ### **5\. Relationship Building and Communication** * Leading meetings with clarity and empathy. * Communicating effectively across hierarchical levels. ### **6\. Internal Team Collaboration** * Close collaboration with Sales, Product, Support, and Customer Success. * Delivering structured feedback for continuous improvement. **Expected Soft Skills** ------------------------- * Proactivity and a hands-on attitude * Ownership mindset * Active listening and empathetic communication * Agility in problem resolution * Emotional control and professional demeanor * Organization and prioritization * Collaborative teamwork **Performance Indicators (KPIs)** ------------------------------------ * Training completion rate * Implementation NPS / CSAT * Average time to activation (first order) * Engagement during the first 90 days * First billing after training **On-site work at Jaraguá neighborhood, Uberlândia/MG** **Remuneration, Well-being and Corporate Services Tower**