Responsible for ensuring a positive B2G customer experience throughout their journey at NeuroSaber, with the objective of analyzing data and developing strategies to enhance the customer’s experience with purchased products or services. Identify needs to be addressed and opportunities for new sales, providing necessary post-purchase support. **REQUIREMENTS:** * Currently pursuing a bachelor’s degree in Communications, Public Relations, Education, or related fields. * Prior experience in Customer Success. **POSITION KPIs:** * NPS \- Net Promoter Score * Activation/Adoption * Monitoring and reporting official KPIs of client municipalities. **RESPONSIBILITIES:** * Develop standardized institutional documents (reports, announcements, e-mails). * Monitor NPS and operational KPIs 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, aiming to maintain their engagement. * Handle customer complaints, escalating them to the relevant department to provide appropriate solutions and alternatives within the service-level timelines defined in the company’s customer 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. * Keep documents and evidence of support activities organized within the system. * Participate in meetings with internal departments to align deliverables. * Identify opportunities to improve the course participant journey (engagement, retention). * Carry out activities as needed and approved by the immediate supervisor.