Onboarding Implementations Specialist Portuguese (Remote)

JOB SUMMARY:

We are seeking a skilled Onboarding/Implementation Specialist to manage the successful implementation of multiple customer support and technology projects. You will serve as the primary point of contact for clients, ensuring strong relationships and timely delivery. By collaborating with customers to understand their needs, you will develop project plans, provide comprehensive onboarding, and offer ongoing support. As a subject matter expert, you will provide guidance on best practices and continuously improve project processes to ensure customer satisfaction.

JOB RESPONSIBILITIES:

• Manage and monitor the progress of multiple customer implementation projects concurrently, orchestrating necessary support resources to assist customers with successful implementation and delivery within their deployment timelines.
• Serve as the primary point of contact for customers throughout their deployment, establishing and maintaining strong relationships.
• Collaborate with customers to understand their specific project requirements, goals, and expectations.
• Conduct comprehensive onboarding sessions with clients, ensuring all stakeholders align with project scope and expectations.
• Help customers develop comprehensive project plans, including scope, milestones, deliverables, and resource allocation.
• Coordinate and communicate project timelines, progress, and updates to customers and internal stakeholders.
• Recommend and direct customers to relevant training materials, workshops, and documentation to ensure they can effectively utilize the platform’s tools and features.
• Identify and mitigate project risks and issues by coordinating advisory resources to proactively address any obstacles impacting project success.
• Facilitate effective communication and collaboration among project team members, ensuring alignment and clarity of project objectives and tasks.
• Conduct regular project status meetings and provide timely updates to stakeholders, including customers and internal leadership teams.
• Act as a subject matter expert on project implementation best practices, providing guidance and consulting support, and collaborate with specialized teams (e.g., Customer Support, Professional Services) when deeper expertise is required.
• Collaborate with Sales/Renewals and Professional Services teams to identify and pursue opportunities for additional customer projects and services.
• Continuously evaluate and improve project management processes and methodologies, identifying areas for optimization and efficiency enhancement.
• Stay current with industry trends and platform technology, ensuring knowledge is applied to enhance project delivery and customer satisfaction.
• Route technical issues to Support and manage technical escalations during the onboarding phase.
• Provide ongoing support, either directly or via Customer Support Agents (CSAs), addressing client queries and concerns related to platform usage.

DESIRED QUALIFICATIONS:

• 3+ years of technical project management experience servicing internal stakeholders or customers, managing multiple projects concurrently.
• 3+ years of customer service experience in data services, SaaS, or related fields.
• Experience with relational, NoSQL, or graph databases is a plus.
• Proficiency in SQL and other database technologies.
• Proactive and critical thinker with a bias for action. A result-oriented “doer”.
• Excellent team player with a strong ability to collaborate cross-functionally.
• Ability to identify significant problems and opportunities for improvement.
• Adaptable and able to work effectively in a fast-paced dynamic environment.
• Strong organizational skills, with the ability to plan, organize, and schedule work efficiently.
• Ability to focus and execute on key priorities.
• Proficiency in Excel/Google Sheets.
• Language abilities: English and Bahasa (fluent, both verbal and written).

ABOUT ETHOS SUPPORT:

Ethos Support is a recognized global business process outsourcing (BPO) organization that goes beyond the conventional, delivering exceptional value and specializing in Customer Support, Tech Support, Customer Success, and Back Office Support. Known as the world’s most flexible BPO, Ethos Support is committed to simplifying our clients’ Customer Experience (CX) processes and helping them achieve faster scalability.

Our comprehensive approach includes managing our clients’ new support team’s training and onboarding process, freeing up their resources, and accelerating their business growth. Whether starting from scratch or enhancing existing processes, partnering with Ethos Support will streamline CX operations and provide superior support to customers.

We put people first, fostering a healthy, supportive work environment that reduces churn and boosts performance. Our inclusive support solutions and training programs ensure our clients’ support teams acquire the skills to deliver outstanding service and contribute to their rapid business growth. For more information, please visit our website: www.ethossupport.com.

WHY WORK WITH US:

At Ethos Support, we offer more than just a job—we offer a place where you can grow and make a meaningful impact. Here’s why you should join us:

• Innovative Work Environment: We thrive on creativity, collaboration, and innovation.
• Employee Growth: We invest in your development through training, mentoring, and opportunities for advancement.
• Work-Life Balance: We understand the importance of balancing your personal and professional life.
• Inclusive Culture: We embrace diversity and encourage a supportive, inclusive atmosphere.
• Competitive Compensation: We offer a salary package that is competitive with or above market standards, based on your experience and skills.