B2B CLIENT ONBOARDING ANALYST - PLENO

Description

Job Summary: We are seeking a B2B Client Onboarding Analyst - Pleno to manage the client's initial experience, ensuring successful implementation and a smooth transition to Customer Success. Key Highlights: 1. Strategic focal point for clients during the first 90 days 2. Leadership in implementation and customized training 3. Management of multiple projects and strategic relationships We are looking for a **B2B Client Onboarding Analyst - Pleno** to serve as the primary owner of the client's initial experience during the **first 90 days** of using contracted products. This person will act as the client’s strategic focal point, ensuring comprehensive training, consultative usability support, internal cross-functional alignment, and operational and commercial success of the implementation. Additionally, they will be responsible for securing the **client’s first invoice**, anticipating risks, guiding corrective actions, and preparing the client for a structured and healthy handover to the Customer Success team. **Key Responsibilities** -------------------------------- * Conduct an in-depth **briefing session** with the KA (sales representative), validating assumptions, commercial terms, scope, expectations, and client complexity. * Lead the **Welcome Call** and structure the implementation plan aligned with the client’s strategic objectives. * Plan and deliver **customized and advanced training**, adapting methodology to the client’s profile. * Ensure the client understands and efficiently uses all platform functionalities. * Monitor weekly usage metrics, engagement, and activation curve, generating insights and guiding the client through their journey. * Anticipate operational risks, integration failures, knowledge gaps, and adoption issues. * Act as the **central communication hub** between the client and internal teams (Product, Support, Engineering, Sales, CS). * Manage multiple concurrent implementations, prioritizing based on impact, criticality, and deadlines. * Independently update systems, reports, and implementation status. * Ensure the **first invoice** is generated after the training cycle. * Conduct a **structured handover to Customer Success**, including clear documentation and high-quality knowledge transfer. **Technical Competencies** ------------------------- ### **1\. Strategic Portfolio Management of Implementations** * Prioritization of complex, high-value, and high-impact accounts. * Advanced use of CRM and customer onboarding tools. ### **2\. Data Analysis and Success Metrics** * Monitoring and critical analysis of implementation KPIs: + Engagement + Adoption + Time to activation + Training completion + CSAT / NPS * Ability to translate data into actionable insights. ### **3\. Product Expertise** * Advanced understanding of features and integrations. * Proposing best practices, optimizations, and technical alignments. ### **4\. Risk Management and Proactivity** * Early identification of adoption gaps. * Creation of mitigation plans. * Rapid execution of recovery plans. ### **5\. Strategic Relationship and Communication** * Leading alignment meetings with decision-makers and operational teams. * Clear, persuasive, and value-oriented communication. ### **6\. Effective Internal Team Integration** * Supporting the sales team during post-sale transition. * Providing qualified feedback to the Product team. * Actively collaborating with Support to resolve critical issues. **Essential Soft Skills** -------------------------- * Proactivity and autonomy in decision-making * Ownership mindset and accountability for the client journey * Empathetic communication and consultative orientation * Agile problem-solving * Emotional intelligence and professional demeanor * Organization and management of multiple concurrent projects * Ability to engage people and foster collaboration **Performance Indicators (KPIs)** ------------------------------------ * Training completion rate * Implementation NPS / CSAT * Average time to activation (first order) * Client engagement during the first 90 days * First revenue generated after the training cycle **On-site work required in the Jaraguá neighborhood, Uberlândia/MG** **Tower of Compensation, Well-being, and Corporate Services**