Customer Success Analyst – CSA

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Aprova

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

🏛️ Government

☁️ SaaS

🤖 Artificial Intelligence

Government • SaaS • Artificial Intelligence

Aprova is a SaaS platform for public sector digital process management that leverages artificial intelligence and carries a Banco do Brasil endorsement. It centralizes municipal workflows—from protocol and electronic service portals to automated document assembly, approvals, digital signatures and chatbots—helping governments reduce costs, speed approvals and improve citizen services. The solution integrates with other systems and is deployed across multiple Brazilian city governments.

📋 Description

• Work on customer retention; • Maintain active communication with customers; • Configure/parameterize Aprova to align with clients' business rules; • Resolve questions submitted via email or helpdesk proactively and reactively; • Investigate, document, and resolve issues encountered by our clients; • Conduct remote and in-person client follow-up meetings with tactical and strategic focus; • Create workflows and engagement/training materials for clients; • Analyze the health of your portfolio and provide appropriate solutions to meet their needs, driving revenue growth through cross-sell, up-sell, and account expansion; create action plans for at-risk clients.

🎯 Requirements

• Bachelor’s degree (completed); • Affinity for technology, with knowledge of programming languages and management/ERP systems; • Enjoys challenges and is motivated to overcome them every day; • Strong verbal and written communication skills; • Willingness to implement and improve team processes; • Soft skills for high-touch customer relationships; • Basic knowledge of Google Sheets; • Experience in customer-facing areas (support, post-sales, sales, etc.); • Availability to travel. • Differentials / Nice-to-haves • Degree in Civil Engineering, Architecture, Industrial Processes, or related fields; • Experience with GovTech; • Experience working in a startup environment; • Experience in negotiation, knowledge of SaaS metrics, and/or experience with software services (SaaS); • Experience with project management tools (Jestor); • Experience with helpdesk (Movidesk) and CRM (Salesforce); • Experience with public procurement/bidding processes.

🏖️ Benefits

• Company-paid health insurance (100% covered) • Dental plan • Meal allowance • Life insurance • TotalPass • 20-day paternity leave • Informal, relaxed environment with great people • Daily learning opportunities and challenges.