Implementation Success Manager

1 semana atrás

São Paulo, Brasil Didi Tempo inteiro

Implementation Success Manager Job Locations: BR-SP-Sao Paulo ID: Category: Operations & Strategy - Food Employee Class: Regular Company Overview If you see technology as a way to smooth your path in life, our team does too: Your Path, Our Journey. We believe in technology that connects talented people who embrace diversity to create and share paths we don't even know about (yet). We work to generate value not only for our users but, above all, for the communities we serve and for society as a whole, making every day better for everyone with mobility and delivery services (99) or digital payments (99Pay). To make life easier for millions of people every day, since 2018, we have been part of DiDi DiDi Global Inc., the world’s leading mobility technology platform. We are pioneers in creating innovative solutions that start in Brazil and scale up to make a positive impact in more than 12 countries where DiDi operates. This innovation encompasses sustainability, safety, artificial intelligence, financial markets, and much more. Whether building projects from scratch or improving our solutions, we enjoy challenges that give us butterflies, which is why we work at a fast pace with respect, collaboration, and good humor. Along this journey, we also draw strength from diverse experiences and opinions to grow together, fail quickly, learn, and adjust the course to create solutions that deliver even better results. Team Overview We are looking for an Implementation Success Manager with experience in the SaaS business . You will be the first specialist in this function, giving you the challenge to support the Operations Manager in structuring the implementation area from scratch . Your goal is not only to onboard customers but to create the Playbooks and User Guides that will allow us to scale, while mastering the delicate art of managing client expectations during their critical first days. Role Responsibilities Structure the Implementation Area: You will move us from ad-hoc processes to a standardized machine. You will map the customer journey, identify bottlenecks, and define the official "Onboarding Methodology" for the company. Master of Expectations & Objections: You will be the primary point of contact for complex setups. You must be skilled at resolving client objections (e.g., "Why doesn't this feature exist?"), negotiating deadlines, and aligning clear expectations to prevent frustration and early churn. Create & Maintain Internal Playbooks: You will write the Standard Operating Procedures (SOPs) for the team. You will create the "Implementation Playbook" that defines exactly how we handle menu ingestion, printer setup, and fiscal integration, ensuring consistency across the team. Own the User Guides (Knowledge Base): You will build and maintain our external Help Center. You will translate technical steps into simple, easy-to-follow guides and video tutorials (Loom/Scribe) so customers can self-serve. Manage Key Projects: You will personally lead the implementation for our VIP/Key Accounts, ensuring they go from "Signed" to "First Order" in record time (

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