דרושים » תוכנה » Technical Support Engineer

Tymely develops an AI solution (based on NLP) that automatically handles customer support emails (e.g. “I’d like to exchange the size of my pants”) with a human-level accuracy, and sets a new standard for customer service. We are looking for our very first Head Customer Success! This is a hands-on position, with the potential growth of a future team. As the Head of Customer Success , you will be responsible for managing all aspects of the customer lifecycle from running the pilot, through onboarding, day-to-day customer management to cross-sell and upsell.
*  End-to-end ownership of customer onboarding projects
*  Work with enterprise clients directly, providing monthly and quarterly reviews, periodical reporting and product education
*  Establish trusted advisor relationships with our customers, by providing the customer with best practices on how to use our products, and building strong and lasting relationships with stakeholders on the customer side at various levels
* Set and implement Tymely's customers success methodologies and processes - onboarding and product training of new customers, and overall responsibility for ongoing customer health, growth, and satisfaction.
* Deeply understand Client’s service-flows, policies and system behavior, and then translate them into automated workflows, using the support of our analysts and R&D.
* Understand Client’s business objectives, KPIs, and challenges, and tailor our solution to address them
* Act as an advocate for client interests, sharing customer feedback with internal teams to ensure successful onboarding and ongoing customer value
*  Increase the retention and growth through successful renewals and expansion of usage across our customers
*  Understand the market trends and always keep up to date with the latest news and developments impacting our industry

We are looking to hire a Customer Success Manager who will be responsible for maintaining and expanding relationships with a portfolio of customers in the EMEA region. what youll do: Be the customer advocate within the organization - operating as the lead point of contact for customer matters specific to your accounts. Representing the company at customer accounts and voicing customers needs internally Own shared responsibility for customer churn Review customer status and seek resolution for open issues (bugs, product features, requests for additional licenses, regulation changes) Own responsibility for invoice payments, renewals, contractual changes Collaborate with our sales team to achieve quotas while keeping our clients highly engaged Identify up-sell opportunities and communicate them to the relevant business line owner Facilitate and support up-sell processes Establish productive and close relationships with key stakeholders at customer accounts, and hold regular meetings (both onsite and remote) with customers Communicate the progress of monthly/quarterly initiatives to internal and external stakeholders Maintain all information on customer activity within the CRM platform
Position Intro:
Earnix is a leading provider of advanced pricing and rating solutions tailored for the insurance industry. Our cutting-edge software empowers actuaries and data scientists within insurance companies to make data -driven decisions and optimize pricing strategies. With a commitment to innovation and a deep understanding of the insurance landscape, Earnix is at the forefront of revolutionizing how insurers approach pricing and rating.

Required Customer Support and Quality Manager
As a Customer Support and Quality Manager, you will be at the forefront of ensuring our customers receive unparalleled service and support.
Your role will be critical in maintaining high product quality standards and fostering strong customer relationships.
You will work closely with our development and solution management team to relay customer feedback and ensure our solutions continuously meet the evolving needs of the agricultural sector.
Responsibilities:
Lead and manage the customer support team to ensure timely and effective resolution of issues and inquiries.
Collaborate with the product development team to integrate customer feedback into product enhancements and new features.
Establish key performance indicators (KPIs) for customer service excellence and quality assurance, and report regularly on these metrics.
Hire, coach and direct support engineers; mentor on support best practices to team members and colleagues
Oversee the customer feedback loop, ensuring all feedback is acknowledged, analyzed, and acted upon.
Manage customer satisfaction surveys and implement strategies for continuous improvement.
Act as a key point of contact for major clients, building strong relationships and ensuring their needs are met with the highest standard of service.

Viber is one of the most popular apps in the world and the most downloaded app to come out of the start-up nation. Working at Viber, provides a unique opportunity to influence hundreds of millions of people using our messaging app. The Viber business team is responsible for developing, selling, and maintaining all the revenue-driven products and services at Viber, and we’re looking for a Customer Success Operations Manager to join our team. Join us and become an integral part of our customer success efforts, ensuring efficient and high-performing operational tools and processes for customers, partners, and our business unit team members.

Responsibilities:
As a Customer Success Operations Manager, you will be responsible for various processes, operations and services our business teams use worldwide. Responsibilities will include:
* Ownership and execution of several operational processes
* Technical support to Viber's sales managers and business partners in various domains
* Collaboration with internal teams for investigations of escalated reported issues
* Work together with other team members to define new processes, integrations and development requirements for systems in use, as well as optimize existing processes

Advantages:

* Russian speaker
* High-level knowledge of backend-oriented programming languages (JavaScript, Node JS, Python, PHP or similar)
* Graduate of/Student in BSc in Computer Science or equivalent

Experience:
1-3

The ideal candidate will have impeccable relational skills and can create win/win environments for all parties that he or she works with. This candidate will be responsible for providing an excellent customer service experience and help customers achieve their desired goals.
Responsibilities:
Own overall relationship with assigned clients.
Ensure retention and satisfaction of all assigned clients.
Aid clients in achieving their goals.