Customer Experience and Engagement Manager (LATAM)

EF Education First; São Paulo; Híbrido; BRL 180 000 - 270 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive salary

Benefits package

Paid sabbaticals

Resumo da oferta

Efekta is seeking a Customer Experience and Engagement Manager for LATAM, based in São Paulo, Brazil. You will design and lead retention, advocacy and community programs to scale customer success beyond individual Program Managers. You will report to the LATAM Ops Director with a dotted line to the VP LATAM.

This builder role creates the engagement function from scratch, requiring strong relationship-building with ministries, teachers and education stakeholders across LATAM.

Qualificações

• This role requires building engagement or advocacy programs rather than handling individual accounts.
• Strong written and verbal communication with senior stakeholders including government and education contacts.
• Experience in customer success, account management or customer marketing in B2G/B2B/SaaS environments.

Responsabilidades

• Customer engagement calendar; own the communications, community initiatives and adoption campaigns that keep customers engaged.
• Advocacy and reference program; build and manage the pipeline of referenceable customers and success stories.
• Voice of Customer process; own the insight loop that feeds the wider LATAM team.
• QBR/EBR support; make renewal and expansion conversations easier with materials that hold up in the room.
• Stakeholder engagement; keep ministries, teachers and implementation stakeholders engaged well beyond go-live.

Conhecimentos

Relationship building

Process design

Public sector engagement

Active listening

Retention & advocacy mindset

Descrição da oferta de emprego

Job Position: Customer Experience and Engagement Manager, LATAM

Reporting to: Senior Leadership

Office Location: São Paulo, Brazil

Efekta provides the world's leading AI-powered learning technology. Our mission is to help everyone learn faster and go further by making personal tutoring affordable and accessible. Providing AI Personalized Learning that works alongside human teachers in schools, universities, and global companies. With an AI-driven curriculum, personal AI tutor, and AI teaching assistant, we deliver proven results at large scale.

We have extremely ambitious growth plans and are looking for highly talented and motivated people to join us to help fuel these plans. A career with us offers the scale and support of a global organization, and the pace, purpose, and energy of a fast-growing business. We look for thinkers and doers: creative, collaborative, and motivated people who are excited by education, language, and, in a world of AI, the art of the possible.

The Opportunity

As CX and Engagement Manager you'll build the motion that turns a successful implementation into an advocate; designing the retention, advocacy and community programs that scale customer success beyond individual Program Managers. You'll report to the LATAM Ops Director, with a dotted line to the VP LATAM.

This is a builder role. There's no established customer engagement function in LATAM to inherit; if you want to design it from scratch, this is the role for you.

Who you are

• A relationship builder who can turn a successful implementation into an advocate, not just a satisfied customer.
• Structured and process-minded, able to design repeatable engagement journeys rather than one-off gestures.
• Comfortable representing Efekta directly to Ministries, teachers and other implementation stakeholders.
• Curious and listening-led — you want to understand what's actually working, and what isn't, before designing a program around it.
• Someone who sees retention and advocacy as connected goals, not separate workstreams.

What you'll own

• Customer engagement calendar; own the communications, community initiatives and adoption campaigns that keep customers engaged.
• Advocacy and reference program; build and manage the pipeline of referenceable customers and success stories.
• Voice of Customer process; own the insight loop that feeds the wider LATAM team.
• QBR/EBR support; make renewal and expansion conversations easier with materials that hold up in the room.
• Stakeholder engagement; keep ministries, teachers and implementation stakeholders engaged well beyond go-live.

How we'll measure success

• Number of referenceable customers
• Retention support and outcomes
• Consistency of customer communication
• Quality of Voice of Customer insight
• Scalability of engagement across accounts

What you'll bring

• Experience in customer success, account management or customer marketing, ideally in a B2G, B2B or SaaS environment.
• A track record of designing engagement or advocacy programs, not just running individual accounts.
• Strong written and verbal communication skills, comfortable with senior stakeholders including government and education contacts.
• Comfortable working cross-functionally with Program Managers, Sales and Ops.
• Fluent in Spanish and English; Portuguese a plus given LATAM coverage.

Why working at Efekta is great

• A balance of autonomy and support to develop and follow your own strategy.
• A start up fast paced environment with real potential to create transformative impact in schools and universities around the world if we succeed.
• Surrounded by passionate talented international teammates who are experts in education, technology and growth and who believe nothing is impossible.
• A competitive salary (based on track record) and benefits packages.
• Celebrations, global gatherings and anniversary markers, including paid sabbaticals.

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