Role Description Como Customer Success Specialist na CARV, você terá um papel fundamental no fortalecimento do relacionamento com os clientes e em garantir que eles extraiam o máximo valor dos nossos serviços. Você trabalhará diretamente com empreendedores, compreendendo seus desafios e objetivos específicos, e oferecerá suporte proativo para ajudá-los a ter sucesso em seus negócios. Essa posição exige paixão por satisfação do cliente, excelentes habilidades de comunicação e um forte compromisso com a geração de resultados positivos. Fazer parte da CARV significa integrar uma equipe movida por propósito, que não apenas ensina, mas também acompanha e executa estratégias que geram crescimento real para os negócios. Se você se entusiasma com a ideia de causar um impacto concreto na comunidade empreendedora e prospera em um ambiente colaborativo, essa oportunidade é ideal para você. - Atuar como principal ponto de contato dos clientes, oferecendo suporte de excelência ao longo de toda a jornada com a CARV - Entender as necessidades e objetivos de negócio dos clientes para personalizar soluções e maximizar seus resultados - Educar os clientes sobre os programas de treinamento e metodologias de mentoria da CARV, ampliando seu conhecimento e habilidades - Monitorar métricas de saúde do cliente e agir de forma proativa para resolver problemas, aumentando satisfação e retenção - Colaborar com equipes internas para garantir uma entrega de serviço fluida e solucionar demandas dos clientes com eficiência - Fornecer atualizações e relatórios regulares sobre progresso, feedbacks e resultados dos clientes para a liderança - Realizar follow-ups e check-ins frequentes para manter alto engajamento e construir relacionamentos de longo prazo Qualifications - Previous experience in customer success, client support, or account management, preferably within the training or coaching industry. - Strong interpersonal and communication skills in both Portuguese and English. - Ability to understand complex business needs and translate them into actionable solutions. - Proactive problem-solving skills and a customer-centric mindset. - Highly organized with the ability to manage multiple accounts and priorities simultaneously. - Experience using CRM software and customer engagement tools. - Passion for education, business development, and helping entrepreneurs achieve success. Benefits - Treinamento & Desenvolvimento - Bônus por Performance

Role Description We are seeking a Customer Success Specialist to support our growing team. This is a temporary position with the potential to transition to a full-time role based on performance and business needs. As our Customer Success Specialist, you will provide world-class customer support to direct customers worldwide as well as the Glacial Skin sales team. This position requires an extensive understanding of company products and processes, especially those related to sales and sales administrative concepts and policies. - Serve as the liaison between, and maintain excellent communication with, direct sales team members, customers, and various entities at corporate headquarters. - Execute the order-to-cash process for direct customers, from the initial quote through revenue recognition and collections. - Execute all aspects of the direct customer sales process through order processing, scheduling, logistics and overall account management. - Answer incoming calls from internal and external customers according to standards set and exercise judgment in the handling of the call. - Process inquiries, customer feedback/complaints in a timely manner and provide general messaging, escalating as needed to ensure proper handling/resolution. - Utilize ERP/CRM system (NetSuite, HubSpot) to enter orders for systems, consumables, sales trunk stock, and to process refunds and credits. - Coordinate system deliveries including new system sales, demo systems and service or replacement components with our logistics partners and customers. - Track and document customer new system device setup. - Perform the processes related to the sales and marketing programs, including but not limited to, the Glacial Peak Membership Program. - Support sales demos, road shows, and events, including scheduling and facilitating the demo delivery and pick up schedules. - Act as the liaison between the customer and internal team, working closely with inventory management and sales team to ensure orders are processed efficiently and customer delivery expectations are met. - Develop and cultivate favorable relationships with existing and potential customers. - Perform other related duties as assigned. Qualifications - Associate degree preferred or equivalent combination of education and experience. - A minimum of 5-7 years related experience required. - Previous experience in supporting the sales process for a medical device company preferred. - Previous experience in managing timely sales and service order processing and documentation completion. - Experience with HubSpot preferred. Requirements - Able to work on assignments that are semi-routine in nature where ability to recognize deviation from accepted practice is required. - Strong ability to multi-task throughout day on both phone queues and email. - Strong working knowledge of Microsoft Office (Word, Excel, PowerPoint, Teams, Outlook). - Excellent written and verbal communication, interpersonal, and organizational skills, attention to detail, with experience managing a multi-faceted role across a remote team. - Ability to sit, stand, and/or walk for no less than 8 hours a day. - Ability to lift a minimum of 35 pounds. - To be most successful in this role, you should possess a high level of professional passion and initiative and thrive in a fast-paced, remote, multitasking, startup environment. - Willingness to travel as needed, including, but not limited to our corporate headquarters in Dublin, CA. Benefits - Fully distributed workforce. - Company paid medical, dental, and vision insurance. - 401K plan, with company match. - Plus, much more to explore and discover!

• Lead multiple technical engagements for a small set of named customers across strategy and migrations, IT transformation, and modernization initiatives. • Own technical delivery (end-to-end) responsibilities that include achieving and continuously improving the quality and time-to-market metrics. • Primary ownership of customer satisfaction for named customer engagements. • Manage product requirements, technical considerations, and decisions to deliver the desired customer outcome. • Invest time to understand the customer’s long and short-term business goals and align Presidio’s priorities to deliver both tactical wins and lay the foundation for longer-term success for both the customer and Presidio. • Lead and deliver workshops for IT initiatives. • Lead and deliver technology strategy sessions for customers with an ability to engage C-level leaders, architects, business stakeholders, and customers’ engineering teams. • Proactively ensure that technology decisions, investments, and capabilities map to business outcomes. • Proactively seek opportunities to translate business requirements to technical requirements and vice versa. • When required, take primary ownership of engagements in challenging situations and work with the customer and internal stakeholders to bring the engagement towards success. • Invest time in understanding customers’ organizational culture and align Presidio’s delivery teams and processes towards the fastest path to success. • Quickly assimilate into the client team, project team, and culture, becoming a valuable contributor. • Experience prioritizing competing demands from stakeholders with the ability to resolve conflicts. • Build relationships with customer stakeholders across all levels, including leadership, business, and technical stakeholders, and identify potential opportunities. • Partner with stakeholders and customers across the organization to communicate the product vision, strategy, features, prioritization, progress, and needs. • Perform research to understand the latest market and business changes and determine the potential impact on current strategy and requirements, sharing any pertinent findings with the customer. • Review technology architecture, perform gap analyses, and define future-state roadmaps aligned with business objectives, capabilities, and industry best practices. • Translate complex VMware technical concepts into clear, actionable guidance for non-technical stakeholders and executives. • Working side by side with Presidio’s VMware Architects to deliver a comprehensive VCF Adoption Roadmap document and/or PowerPoint presentation.

😎 Our Culture Quantum Metric's number one objective is happy people, diverse and inclusive culture. We’re passionate about empowering our people to become the best version of themselves, offering coaching and training programs designed to accelerate their career in whatever direction they choose. As a remote-first company, we understand the importance of building an engaged, diverse, and fun place to work. We hold regular company-wide events, seasonal challenges, and Quantum Metric sponsored local outings when Zoom becomes too much. We also have a number of Employee Resource Groups that provide spaces to discuss, share, and reflect on topics that impact us both inside and outside of work - from being new to SaaS or navigating it as a first-time parent, to overcoming the barriers faced as Black, Hispanic, Asian American and Native Hawaiian/Pacific Islander, LGBTQIA or other underrepresented backgrounds. We are also passionate about the connections we build with our customers. You’ll not only work with some of the world’s most recognized brands, but build lasting relationships. At Quantum Metric we value all types of experience and education and don’t expect you to meet every qualification for this position. We are most interested in the unique perspective you can bring and your ability to uphold our values of passion, persistence, and integrity. 🚀 About the Role As a Senior Customer Success Engineer at Quantum Metric, you will help to support a portfolio of clients and manage the technical details of their implementation, onboarding, adoption and growth. You will understand the obstacles faced by your clients, guide them to define meaningful requirements, and create innovative solutions to ensure they are successful in achieving their goals. 🔧 Responsibilities - Adapt quickly to changing priorities and capable of operating in an ever-changing work environment. - Architect: Equip stakeholders with the capabilities to effectively execute their digital strategy. Understand your client’s objectives, define their implementation plan, and configure the Quantum Metric platform to satisfy their requirements. - Engineer: Develop custom JavaScript functions to capture data analytics and satisfy complex use cases. Configure alerts, dashboards, and reports to give clients real-time visibility to the performance of their digital platforms. 💡 Requirements - 5+ years of experience developing, implementing, or managing digital solutions. - Experience in Professional Services, Customer Success, Sales Engineering, Solutions Consulting, or other client-facing roles is preferred - Experience with web technologies, analytics, front-end development, and best practices for UX/UI - Development experience with HTML, CSS, and JavaScript. Experience with React, Angular, Vue, or native mobile is a plus - Must exhibit proficiency in JavaScript development. - Hands-on experience with digital analytics solutions such as Adobe Analytics, Adobe Target, Google Analytics, Optimizely, or Tealeaf - Expert knowledge of browser developer tools to test scripts & diagnose issues - Familiarity with the page load lifecycle & techniques for performance optimization - Strong project & time management skills. Must be able to multi-task while simultaneously juggling the needs of multiple clients - Able to adapt quickly to changing priorities and capable of operating in an ambiguous environment. - Excellent verbal and written communication skills with exemplary presentation skills. - Socially capable and be able to connect with a diverse audience: senior leaders, middle managers, and individual contributors, both technical and non-technical - 10% travel - Compensation: $120,000 - 150,000 base | bonus eligible 🏆 Perks and Benefits This will be the best group that you ever work with! We support one another through obstacles and succeed as a team. Your hard work will be well rewarded. Most importantly, you'll be strapped to a technology rocket ship bound for greatness! Your success at Quantum Metric will be a milestone in your career. Group benefits Medical, Dental, Vision Insurance (99% Medical base plan paid by the Company) FSA, DCFSA, and HSA accounts Employee Assistance Programs (EAP) Telehealth options Voluntary Life & AD&D, STD, LTD, Critical Illness and Accident Wellness Perks - discounts on a top-rated fitness app and Healthy Rewards program. Discounts on Pet Insurance 401k (with employer match) and Options / Equity 13 company holidays Unlimited Paid Time Off Sick leave Parental/Adoption Leave In addition to our more traditional benefits, we also offer great perks, a flexible work environment, and numerous resources for professional development and team building. Promotional opportunities Rewards and recognition programs Robust onboarding and training program One-time stipend for work-at-home employees Monthly business expense stipend Flexible work environments Employee Discount Program (Perks at Work) Employee Referral Program Lead Referral Program MacBook and awesome swag delivered to your door Encouraging and collaborative culture RECHARGE PROGRAM (after 3 years, disconnect for 3 weeks, no email/slack) 🐉 About Quantum Metric As a leader in digital analytics, Quantum Metric helps organizations put customers at the heart of everything they do. Providing a simplified approach to monitor, diagnose and optimize the digital journeys that matter most, the Quantum Metric platform offers in-depth customer understanding, quantified and tied to core business objectives. Today, Quantum Metric captures insights from 50 percent of the world’s internet users, supporting nationally recognized brands in ecommerce and retail, travel, financial services and telecommunications. Quantum Metric has been named to the Inc 5000 and the Deloitte 500 for the last six-consecutive years, and has made the Best Places to Work lists by Glassdoor, BuiltIn, Fast Company and Forbes. If the above role seems like a match and you’re interested in joining a team of people with exceptional potential from diverse backgrounds, perspectives, and life experiences, we want to hear from you! The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Quantum Metric reserves the right to change, edit, and add duties and responsibilities of all job descriptions at any time, at its sole discretion, and to notify the respective employee accordingly. Quantum Metric will only provide offers of employment and all communications regarding employment from an official @quantummetric.com email address and/or LinkedIn inMail. Quantum does not recruit via channels such as WhatsApp or Telegram, and will not ask for a candidate’s sensitive information and/or any upfront fees/costs during the job application process. Quantum asks that any candidates report any suspicious recruitment efforts to security@quantummetric.com. Quantum Metric is an E-Verify employer: https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf Applicant Privacy Policy: https://www.quantummetric.com/legal/applicant-privacy-policy/ #LI-REMOTE #BI-Remote