The Operations Analyst will be responsible for managing the entire customer experience cycle, from initial onboarding to support and performance tracking. This person will act as the primary point of contact between the company and the client, ensuring that all stages—implementation, service, follow-up, and satisfaction—are executed with excellence. **Customer Onboarding and Setup** * Conduct onboarding for new clients by introducing the platform, setting up access, and ensuring the client successfully starts using the product. * Collect initial information and configure parameters according to the client's needs. * Create implementation materials and checklists. * Respond to requests via email, chat, or ticketing system, ensuring promptness and empathy. * Log and track requests until resolution. * Identify and report bugs or improvement opportunities to the product team. * Monitor client performance after onboarding, ensuring engagement and feature adoption. * Identify opportunities to improve the experience and reduce churn risks. * Conduct periodic alignment and feedback meetings. * Collect and analyze feedback to propose product and customer journey improvements. * Contribute to the development of workflows, metrics, and satisfaction indicators (NPS, CSAT). * Collaborate closely with Product, Marketing, and Sales teams.