Customer Implementation & Success Specialist

Orquest was born from a conviction: in retail, every interaction counts. A fundamental part of the in-store experience is people—both customers and employees—and our software is designed precisely to synchronize both. We put Artificial Intelligence and machine learning at the service of stores so they always have the right employee, in the right place, at the right time.

Our team continues to grow and we are looking for a dynamic, high-impact profile to join the management of one of our most strategic accounts at a global level. This is not a theoretical consulting role; it is a hybrid position for someone with technical skills who wants to navigate seamlessly between deep software operations, strategic communication, and customer success.

Your mission will be to ensure that technical delivery and the daily operations of international markets function with total precision and that the tool delivers the expected value. You will be the bridge between the guts of the system and the business strategy, maintaining exhaustive control and follow-up over all ongoing processes.

• Operational Governance: Maintain total control over the client's ongoing processes, ensuring that each project milestone is met in a timely and proper manner.
• "Hands-on" Execution: Directly perform the configuration of points of sale, parameters, and operational particularities of the markets.
• Quality Testing: Be responsible for testing new developments or functionalities before their deployment. The goal is to deliver 100% verified solutions before their mass deployment.
• Integration Management: Lead the follow-up of data integration processes, ensuring that the information flow is correct and stable.
• Effective Communication Bridge: Navigate between internal technical teams and business managers, translating complex needs into executable solutions.
• Expectation Management with Markets: Maintain fluid and professional communication with international interlocutors, acting as a trusted consultant who anticipates their needs.
• Team Alignment: Ensure perfect coordination within our internal team, reporting project statuses and risks clearly and proactively, as well as with the client's team.
• Alignment and Value Management: Ensure that the project maintains focus on strategic business objectives and the expected delivery of value.
• Data Auditing: Independently analyze dashboards to detect inefficiencies and execute the necessary corrective actions.
• Anticipation and Forecasting: You stay ahead of seasonal milestones, ensuring that the system is prepared before the need arises.
• KPI Monitoring: Establish and follow project performance indicators, performing periodic reviews of progress and quality.
• Crisis Management and Incident Leadership: You will be a reference of calm in high-pressure moments, leading communication in critical situations and coordinating internal and external teams to resolve incidents with professional judgment. Your goal is to transform uncertainty into clear action plans, projecting security and shielding client trust at all times.
• Sense of Urgency and Agile Execution: You understand that in a global environment, time is a critical success factor. You act with proactivity and speed, prioritizing intelligently to resolve bottlenecks before they affect operations. You do not wait for things to happen; you set the necessary pace so that the project advances with agility and rigor.
• Strategic Escalation: You detect and early-escalate any lack of resources or commitment from the client or internally that puts the project's success at risk.

• Experience in Global Account Management: Demonstrated success leading relationships with complex clients and managing global accounts with multiple interlocutors, in positions related to Customer Success, implementation, or similar.
• Education: Degree in Engineering (Industrial, Organizational, Computer Science, or similar) or a profile with an equivalent analytical and structured mindset. Profiles with great execution and management capacity are valued.
• Languages: Advanced level of English (essential for the global environment). Other languages are a differentiating plus.
• Problem-Solving Mindset: You maintain calm in complex environments, you are extremely organized, and you have a natural hunger to propose improvements.
• Strategic Communication: You have the ability to communicate technical concepts to business audiences and to positively influence the decision-making of the markets.
• Analytical DNA: You master visualization tools (Power BI) and have advanced handling of Excel.
• International Scope: Flexibility to travel and adaptability to operate successfully in multicultural environments.