Instaleap

Solutions Engineer

• Provide the client with detailed specifications for proposed solutions including time and scope involved and make sure the implementations and initiatives are deployed in a timely manner (Project management)
• Accompany the Customer Success team in the production stage and carry out practical demonstrations of proposed solutions
• Configure the services, test them, and analyze metrics
• Implement upsells and add new versions of the software when the clients are live
• Improve documentation of the area

Solutions Engineer, Jr/Mid

Operations

• Analizar datos relacionados con el uso del producto para aportar nuevos insights al cliente y mejorar sus objetivos operativos
• Entregar formación a clientes sobre nuestras funcionalidades y explicar cómo configurar nuestro software
• Resolver dudas sobre uso/configuración del producto
• Realizar llamadas de seguimiento semanales con nuestros clientes
• Escalar problemas de producto o cliente que deban ser atendidos por customer success managers
• Crear documentación, presentaciones, manual de usuario y otros recursos para ayudar a los clientes a usar el producto de forma efectiva
• Registrar con precisión las actas de las reuniones, incluyendo puntos clave, decisiones, acciones acordadas y plazos
• Guiar al cliente en escaladas de incidentes con el equipo de soporte

Junior Operations Analyst

Customer Success Manager

• Act as a strategic partner for our clients throughout their entire cycle: driving adoption, addressing needs, translating data into improvements, and fostering digital growth.
• Build long-term loyalty and retention by presenting features, solving problems, and providing consultative, data-driven support.
• Analyze the client’s digital environment, interpret operational data and insights, and define strategies to optimize e-commerce operations and the end-user experience.
• Structure business and growth plans to maximize the use of Instaleap and achieve digital expansion.
• Support clients through consultative mentoring, strengthening their digital presence.
• Maintain constant communication with clients to identify needs, escalate requirements, and collaborate with the Product team.
• Monitor Customer Success KPIs, generate action plans, and detect growth opportunities from the early stages of the relationship.
• Design and execute the client onboarding process.
• Maintain direct and continuous communication with senior stakeholders.

• Analyze data related to product usage to bring new insights to the client to improve operational goals
• Deliver training to clients on our functionalities and explain how to configure our software
• Resolve doubts on product usage/configuration
• Carry out weekly follow up calls with our clients
• Escalate product or customer issues to customer success managers
• Create documentation, presentations, user manual and other resources to help clients use the product effectively
• Accurately record meeting minutes, including key points discussed, decisions made, actions agreed upon and deadlines
• Guide the client in incident escalations with the support team

Operations Expert

Business Development Rep

• Conduct outbound prospecting of new clients through cold lists, cold calls, LinkedIn, and emails, identifying relevant business opportunities.
• Generate interest and build commercial relationships with leads through different channels (email, phone, WhatsApp).
• Qualify inbound and outbound leads, map companies, and identify business opportunities for the sales team.
• Schedule calls and meetings for the sales team, ensuring consistent delivery of opportunities (SQLs) in both volume and quality.
• Keep detailed and organized records of interactions with leads using CRM tools and prospecting platforms.
• Track the sales funnel, monitor and report metrics (response rate, conversion rate, scheduled meetings), and suggest continuous process improvements.
• Collaborate with the Marketing team to align demand generation and lead nurturing strategies.

Solutions Engineer, Jr/Mid

Junior Operations Analyst

Customer Success Manager

Operations Expert

Business Development Representative