Junior Customer Success Analyst – Construction

🕒 June 27

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InMeta

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2017

🏗️ Construction

☁️ SaaS

🤝 B2B

Construction • SaaS • B2B

InMeta is a Brazilian SaaS platform that digitizes and centralizes construction site management across all phases of an enterprise. The platform offers integrated modules for quality management (audits, inspections, ISO/PBQP-h compliance), project/document control, access control (including turnstile and facial recognition), and post-construction customer service, accessible via web and mobile (offline-capable) and used across thousands of works in Brazil.

📋 Description

• Manage a portfolio of clients on a day-to-day basis, monitoring engagement and usage, and acting proactively when a client begins to disengage; • Build and maintain close relationships with clients, mapping stakeholders in each account and maintaining constant communication; • Conduct regular check-in meetings, identifying opportunities and challenges and developing customized success plans; • Monitor portfolio metrics such as NPS, retention, and expansion, and develop action plans based on these insights; • Monitor product usage, analyze feedback, reported bugs, and improvement requests, and communicate these insights to internal teams; • Develop action plans to re-engage disengaged clients, anticipate churn or downsell cases, and propose reversal strategies; • Identify and map opportunities for upsell and cross-sell (new modules, new projects) and consistently lead these conversations; • Act as the bridge between the client and internal teams (Support, Product, Finance), translating the needs of on-site personnel to the platform development teams; • Contribute to the creation of support materials and training content when needed; • Train client teams for optimal use of the platform, both web and mobile applications; • Depending on team needs, lead onboarding of new clients: initial configuration, user training, and monitoring first steps on the platform.

🎯 Requirements

• Enrolled in or holding a degree in Civil Engineering, Architecture, Production/Industrial Engineering, Interior Design, or related fields; • Genuine interest in and familiarity with construction site routines and the construction industry; • Excellent verbal and written communication skills; • Demonstrated patience, resilience, and empathy when working with clients; • Comfortable with change and able to work collaboratively across different teams; • Comfortable with technology and data. You don't need to be an expert, but must be willing to learn a platform and work with KPIs/metrics.

🏖️ Benefits

• Commission • Wellhub • Starbem • Paid time off • iFood Benefits