Implementation Analyst
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Job Description
Analista de Implantação at Mercos working with clients to optimize B2B SaaS solutions through effective onboarding processes, enhancing customer success metrics and satisfaction.
Responsibilities:
- Lead kickoff and project follow-up meetings, ensuring clarity of objectives and expectations from the first contact.
- Create the project timeline and ensure all implementation stages are completed on schedule.
- Plan project activities and ensure deliverables are met within deadlines.
- Execute the full onboarding and implementation process, issuing Mercos integration tokens for ERPs and guiding clients through data imports.
- Manage activities and alignments among all stakeholders involved in the project.
- Perform configurations and parameter settings with the client so Mercos meets their business rules.
- Conduct training sessions via video meetings (e.g., Google Meet), ensuring learning, engagement, and effective platform adoption.
- Clearly demonstrate how the product adds value to the client’s business, connecting real needs to practical system usage.
- Monitor early success indicators (activation, engagement, usage of key features) to guide decisions and interventions during onboarding.
- Identify implementation risks and develop action plans to mitigate them.
- Collaborate with the team to continuously optimize playbooks, processes, and onboarding materials.
- Act consultatively, understanding the client’s operational and strategic context and adjusting the implementation journey to their needs.
Requirements:
- Proven experience implementing ERP systems or SaaS products.
- Experience with onboarding, activation, and adoption processes for B2B SaaS solutions.
- Knowledge of essential Customer Success metrics: time-to-activation, activation, feature adoption, early-stage churn, and CSAT.
- Ability to create, redesign, and run processes autonomously and systematically.
- Excellent prioritization skills and a clear view of business and client impact.
- Analytical profile to diagnose bottlenecks, interpret metrics, and guide adjustments in the journey.
- Strategic facilitation of meetings and training sessions with clarity, organization, and assertiveness.
- Clear, consultative communication adaptable to different user profiles and levels of digital maturity.
- Sense of urgency, proactivity, and focus on delivering value as quickly as possible.
- Strong customer experience orientation and ability to build connections that increase trust, engagement, and adoption.
- Ability to anticipate risks, remove obstacles, and maintain continuous alignment between client and internal teams.
- Previous experience managing a client portfolio or working in Customer Success.
- Knowledge of API integrations (REST model).
- Familiarity with the segments of sales representatives, distributors, and manufacturers.
Benefits:
- 💰 Profit Sharing Program (PLR)
- 🍎 Home-office allowance + food/meal card on the Caju flexible benefits platform
- 🤑 Budget to set up your home office.
- 🚑 Nationwide health and dental insurance
- 👩🏽⚕️ Access to Moodar for online psychological care (benefit extendable to family)
- 🚑 Partnership with Vidalink for pharmacy discounts
- 💸 Financial wellness benefit with Neon
- 💻 Access to an educational platform with full scholarships for undergraduate, postgraduate, short courses, language courses and MBA programs.
- 🏋🏼♀️ Wellhub (formerly Gympass): App providing access to partners for physical activities (gyms) and partners for physical, emotional and nutritional well-being for you and your family!
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