Job Summary: Responsible for ensuring a positive B2G customer experience, analyzing data, and formulating strategies to enhance customer experience and identify new sales opportunities. Key Highlights: 1. Ensure a positive B2G customer experience 2. Analyze data and formulate strategies to improve customer experience 3. Build sustainable relationships and trust with course participants Responsible for ensuring a positive B2G customer experience throughout their journey at NeuroSaber, aiming to analyze data and formulate strategies to improve the customer’s experience with purchased products or services. Identify unmet needs and new sales opportunities, providing necessary post-purchase support. **REQUIREMENTS:** * Bachelor’s degree in Communication, Public Relations, Education, or related fields. * Prior experience in Customer Success. **JOB INDICATORS:** * NPS \- Net Promoter Score * Activation/Adoption * Monitoring and reporting official indicators of client municipalities. * Draft standardized institutional documents (reports, announcements, e-mails). * Monitor NPS and operational indicators with guidance. * Contribute to organizing data for decision-making. * Interact with municipalities in a guided manner, documenting all communications. * Ensure consistency and support for materials sent by trainers and prepare operational guidelines. * Provide accurate, valid, and complete information to course participants, striving to maintain their engagement. * Handle customer complaints, escalating them to the relevant department to deliver appropriate solutions and alternatives within the timeframes defined by the company’s service policy. * Build sustainable relationships and trust with course participants through open and interactive communication aligned with the company’s established quality standards. * Maintain constant communication with the pedagogical team to fully understand products and packages, thereby improving monitoring and implementation. * Maintain organization of documents and service evidence within the system. * Participate in internal cross-departmental meetings to align deliverables. * Identify opportunities to improve the course participant journey (engagement, retention). * Perform tasks as needed and approved by the immediate supervisor.