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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer success and technical support, with a strong ability to analyze account health and implement proactive initiatives to enhance platform engagement. Proficient in building relationships and translating business rules into practical solutions within public sector environments.
Highest-signal resume keywords
Customer Success ManagementTechnical Support ProficiencyAccount Health AnalysisSaaS Product ConfigurationPublic Sector Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
HTMLCSSJSONSystem ConfigurationTechnical Issue DiagnosisProcess DocumentationWorkflow Launch SupportUser Acceptance TestingBusiness Rule TranslationPlatform Engagement Strategies
Soft Skills
Strong Communication SkillsActive ListeningOrganizational SkillsConsultative SupportRelationship Building
Industry Keywords
Customer RetentionPublic AdministrationGovernment AgenciesCustomer ServiceTechnical Meetings
About the role
Key responsibilities & impact- Ensure the definition and delivery of customer success, retention, and expansion milestones
- Analyze account portfolio health and create proactive initiatives to increase platform engagement and usage
- Propose changes in the public sector transparently and securely
- Conduct regular on-site visits to the Canoas City Hall to monitor challenges and the customer success journey
- Monitor account health and propose actions to increase platform engagement and adoption
- Build trusting relationships with users through active listening and consultative support
- Support user acceptance testing, the launch of new workflows and features, and the identification of expansion opportunities
- Work in the technical support queue to address requests from different customers
- Diagnose and resolve technical issues, configure processes, and modify forms
- Negotiate deadlines and priorities according to request criticality
- Document processes, configurations, and solutions
- Participate in technical meetings with customers
- Collaborate with other teams to ensure an excellent customer experience
- Share learnings and suggest process improvements
- Participate in team ceremonies, such as reviews and alignment meetings
Requirements
What you’ll need- Completed degree or currently pursuing a degree
- Strong verbal and written communication skills
- Proficiency with systems and technical support
- Ability to understand business rules and translate them into practical solutions
- Organizational skills and autonomy to manage multiple workstreams
- Reside in Ribeirão Preto
- Availability for regular on-site visits
- Previous experience in customer service, customer success, technical support, or related areas
- A degree in Civil Engineering, Architecture, Public Administration, Technology, or related fields is a plus
- Basic knowledge of HTML, CSS, JSON, or structured programming is a plus
- Experience configuring systems or SaaS products is a plus
- Experience working with public service environments or government agencies is a plus
Benefits
Comp & perks- Health insurance fully paid by the company
- Dental insurance
- Meal or food allowance
- Life insurance
- Wellhub membership
- 20-day parental leave for fathers
- Company-provided equipment
- An informal, relaxed environment with incredible people
- Daily learning opportunities and challenges