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Product Specialist – Customer Management
Iguá Saneamento. Act strategically in managing system platforms related to the Customer area .
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Act strategically in managing system platforms related to the Customer area
- Ensure that enhancements and improvements are aligned with business and user needs
- Maintain and evolve Customer platforms, contributing to a more efficient and integrated customer journey
- Collaborate with Business, Customer Experience (CX), Process, and IT teams to define roadmaps and strategic initiatives
- Monitor and analyze solution adoption, usability, and performance indicators
- Participate in discussions and decisions regarding integrations and impacts on other systems
- Ensure that product backlogs are visible, clear, and aligned with business priorities
- Prioritize requests based on impact and urgency, leading prioritization forums with key users
- Specify requests and translate business needs into functional requirements
- Track development progress and help remove impediments in collaboration with technical teams
- Test and validate new functionalities, ensuring quality and compliance with requirements
- Organize validation sessions and approve functionalities ready for deployment
- Propose usability improvements based on user feedback and field visits
- Periodically visit operations and the call center to assess system performance
- Align new requests with squads, including the data squad when necessary
- Report and communicate new functionalities to users
- Guide users and conduct training and refresher sessions
- Communicate frequently asked questions and promote best practices for using the platforms
Requirements
What you’ll need- Bachelor’s degree in Business Administration, Engineering, Information Technology, or related fields
- Functional knowledge of Salesforce (Sales Cloud, Service Cloud, or other modules)
- Experience with backlog management, user story writing, and Agile methodologies (Scrum/Kanban)
- Analytical ability, strong communication skills, organizational skills, and a customer-centric mindset
- Knowledge of project management tools such as ServiceNow, Jira, Trello, or similar is a plus
Benefits
Comp & perks- Health insurance coverage for eligible dependents
- Dental insurance coverage for eligible dependents
- Telemedicine services
- Emotional Wellbeing Program with free psychological support
- Free annual flu vaccination for employees
- Health prevention and care programs, including support for employees with chronic conditions and encouragement of healthy habits
- Access to a network of partner establishments, including gyms and studios (TotalPass)
- Partner network offering discounts on products and services
- Internal quality-of-life programs: Mente Leve, Convivendo, Enxuga, and Melhor Maternidade
- Life insurance
- Extended maternity leave (180 days) and paternity leave (20 days)
- Meal allowance
- On-site cafeteria or meal voucher, depending on the operation
- Special Christmas voucher
- Transportation allowance or parking
- Market-competitive salary
- Profit-Sharing and Results Program
- Payroll-deducted loan
- Corporate University with learning paths
- Occasional mentoring programs