As the Customer Success (CS) representative for our product, you will serve as the strategic focal point to ensure our customers derive maximum value from our solution. Your mission is to bridge the **tax** world with the **technology** world, translating complex tax requirements into efficient workflows within the platform. You will not merely provide support—you will be a business partner who ensures low *churn* and account expansion. **Key Responsibilities** * **Account Portfolio Management:** Monitor account health using KPIs (e.g., Health Score), proactively identifying risks and improvement opportunities. * **Product Consultation:** Act as a "translator" between the engineering team and end customers, suggesting product enhancements based on real-world tax pain points. * **QBRs (Quarterly Business Reviews):** Conduct strategic meetings to present results, cost savings achieved, and alignment with legislative changes. * **Ongoing Education:** Develop content and training materials to help users master technical features and tax-related platform updates. **Requirements** * Prior experience at Software-as-a-Service (SaaS) companies. * **Tax Expertise:** Solid knowledge of taxes (ICMS, IPI, PIS/COFINS, ISS) and ancillary obligations (SPEDs, EFD, GIA). * Proficiency with integrations (APIs), data import/export (JSON/CSV), and familiarity with ERPs (SAP, TOTVS, Oracle). * Mastery of metrics such as Churn, MRR, NPS, and expansion. * **Data Analysis:** Ability to use Excel/BI tools to demonstrate the product’s ROI to customers.
João Silva
Indeed · HR
João Silva
Indeed · HR
