לוח משרות דרושים Customer Success Manager

A global marketing tech company, recognized as a Leader by Forrester and a Challenger by Gartner. We work with some of the world's most exciting brands, such as Sephora, Staples, and Entain, who love our thought-provoking combination of art and science. With a strong product, a proven business, and the DNA of a vibrant, fast-growing startup, we're on the cusp of our next growth spurt. It's the perfect time to join our team of ~450 thinkers and doers across NYC, LDN, TLV, and other locations, where 2 of every 3 managers were promoted from within. Growing your career with is basically guaranteed.

Customer Success Manager (CSM) fills a dynamic and essential client-facing role, interacting collaboratively with multiple client stakeholders including CMOs, CRM Leads, project managers, and software developers to deliver outstanding results. Dedicated to unlocking value for our clients and enabling them to achieve success and satisfaction, our CSMs serve as the main point of contact with our valued customers. This role requires highly effective management and people skills coupled with robust analytical capabilities. The CSM is a valuable member of the customer-facing team. The position brings with it an excellent opportunity to learn and grow within a lively and challenging environment.

We are looking for a Customer Project Manager to join our results-driven Customer Operations department. As a Customer Project Manager, you will own the entire onboarding project to designated enterprise customers and will act as the main focal point for the customer.
The objective of the role
Lead the technical and delivery relations with the companys global strategic customers, from the initial relations, via deployment and delivery, through production.
The companys customers are primarily global banks.
Create and maintain strong relations with the different stakeholders of the customer, globally, with a special focus on the technical and project aspects.
Set the milestones for each project within the global customer projects, answer the customer queries regarding implementation and technical issues, and sync with the companys teams to effectively and efficiently deliver the projects according to the plans.
Work with internal and external stakeholders, while implementing complex, project-based processes to bring increased efficiency in the delivery of all projects and maintain high client satisfaction to manage the projects of these strategic customers in all relevant countries and territories.
Define the specific projects objectives within the program and oversee quality control throughout the life cycle of the project. This will be done with coordination with internal resources that will assist in defining the product aspects.
Responsibilities:
Be the main focal point of the customer for all the project deliveries within the account/program.
Manage customer satisfaction through all deliveries.
Set and continually manage project expectations with team members and other Intra and inter-stakeholders.
Manage the delivery aspects of global projects.
Sync with all internal stakeholders on the delivery process of solution to key customers.
Create and manage the plan for delivering solutions to customers hand-off.
Define and document project scope, goals, and deliverables that support business goals in collaboration with senior management and stakeholders.
Plan and schedule project timelines and milestones using appropriate tools, and identify and manage project dependencies and the critical path.
Effectively communicate project expectations to project team members and stakeholders in a timely and clear fashion.
Estimate the resources and participants needed to achieve project goals.
Assemble and coordinate the internal and external teams to gain consensus on deliverables from each team.
Collaboratively adapt existing and develop new project plans, processes, and communication standards for the operations teams.

A trailblazer in AI-powered Anti-Money Laundering (AML) solutions, offering cutting-edge technology to fintechs, banks, and regulatory bodies worldwide. Our mission is to enhance trust in financial transactions, ensuring compliant and innovative business growth.
Our technology empowers customers to expand into new markets and introduce groundbreaking products.
you'll be part of a dynamic global team committed to redefining the financial services sector through technological innovation. You will contribute to creating safer financial environments and have the opportunity to work with some of the brightest minds in AI, ML, and financial technology. We offer a collaborative, inclusive, and forward-thinking work environment where your ideas and contributions are valued and encouraged.
Join us in our mission to revolutionize the financial world, making it safer and more trustworthy for millions worldwide. Explore exciting career opportunities at where innovation meets purpose.
We are looking for a Customer Project Manager to join our results-driven Customer Operations department.
As a Customer Project Manager, you will act as a trusted advisor to our customers, managing their full lifecycle by being actively involved in all phases of their journey with ThetaRay, including customer onboarding, adoption, retention, and business reviews.
The Customer Project Manager will be relentlessly customer-centric while managing the needs of the business and possess excellent written and verbal communication, project management, and customer success skills. You are committed to providing an excellent, value-focused customer experience, leading by example a matrix-managed team of professionals.
Responsibilities:
Manage the onboarding (delivery) project of new clients of all sizes.
Build strong relationships with our customers to understand their needs and ensure their success.
Set expectations, and develop and communicate the onboarding and implementation project activities, milestones, timeline, and deliverables.
Manage the execution of the onboarding plan to a success.
Identify, communicate, and mitigate risks
Partner and engage professional teams in the successful onboarding of the customer.
Responsible for high customer retention rates
Serve as the main point of contact and liaison between our customers and departments.
Stay in touch with customers to ensure that they're realizing the full potential of solutions.
Build, own, and execute client success and engagement plans.
Represent the voice of the customer and influence the product development roadmap.
Partner with professional teams for customer upsell, cross-sell, and expansion opportunities

The Customer Success Manager is responsible for coordinating the launch activities of new clients, as well as with existing clients for new countries, categories or applications. They will work closely with the account leads and R&D to provide overall project management during the launch period, from green light through Go Live. The Customer Success Manager will be responsible for working with the client teams on communicating and gathering all materials, aligning decisions on configuration and documentation required to take a client live .

This position will report to the Director, Customer Success.

The Role

Coordinate the launch of clients, including project management, technical coordination, training & communications plans.
Identify, set up, and hold meetings with various internal and external teams to progress the project.
Oversee and address any support and/or technical issues associated with clients during this period.
Identify product enhancements, improvements, or expansions to meet the needs of customers and create value for the organization and our clients prior to launch.
Responsible for assembling documentation for each client relevant to training, systems, information, settings, configurations, contacts, etc.
Responsible for communication around timelines, project management & action items.
Capable of working Monday-Friday from 11 am-8 pm with flexibility (Friday can end early).
Understanding of the companys products inside and out is essential.

We are looking for a Customer Success Manager who will drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed. The potential candidate will be responsible for assisting our sellers to leverage the platform to gain business growth and success.
The ideal candidate is a relationship builder with a genuine passion for the success of their customers. The candidate should be a proactive problem solver with impressive communication and presentation skills.
What am I going to do?
Onboard high-value customers with a full demo
Build and maintain strong, long-lasting customer relationships
Increase retention and growth of our most valuable customers
Represent the voice of the customer to provide feedback and insights via high touch relationships into core product and marketing processes
Identify business opportunities with customers and generate outstanding customer business experience to improve retention
Be a trusted partner for the customers on the use-case and product functionality to enhance their performance and growth
Conduct presentations to educate our customers with best practices to utilize business opportunities and product functionalities
Provide strategic advice to our customers to increase their loyalty to us.

We are looking for a Customer Success Manager who will drive retention and growth among our most valuable B2B customers, by understanding their business needs and helping them succeed and expand their ongoing activity on the platform. The potential candidate will be responsible for developing long-term relationships with a portfolio of assigned customers, facilitating growth and driving satisfaction and loyalty, while serving valuable insights across the organization.
The ideal candidate is a natural relationship builder with a proactive, result driven approach, demonstrating strategic thinking, alongside sales capabilities. The candidate should be a proactive problem solver with impressive communication and presentation abilities.
About us
Our solution to addressing the unique needs of larger businesses in todays dynamic business landscape. When discovering freelance talent, we know you dont need just anyone to accomplish your project. You need the right person. Thats why our end-to-end solution curates exceptional freelance talent based on their skills. Need extra support? Our Business Success Team is trained to match you with the best fitting talent for your project. They are there to guide you through any step of the process, wherever and whenever you see fit.
What am I going to do?
Develop and maintain strong, long-lasting relationships with key stakeholders to drive growth, loyalty and satisfaction, and achieve sales targets.
Develop a deep understanding of clients plans, goals and challenges to position offering effectively.
Communicate regularly with clients to provide updates on product innovation, industry trends and any relevant news.
Collaborate with internal departments, including business, product and marketing to create satisfying solutions for clients and support their growth.
Serve as the primary point of contact for our high-valued accounts, providing proactive support and guidance to ensure their ongoing success and satisfaction.
Identify and pursue business opportunities for account expansion and upselling additional products or services to increase customer lifetime value and maximize revenues.
Monitor account health and proactively address any issues or concerns to minimize churn and maximize customer retention.
Represent the voice of the customer to provide feedback and insights via high touch relationships into core product and marketing processes
Consulting, matchmaking and project management with relevant buyers
Communicate clearly the progress of quarterly initiatives to internal and external stakeholders.

we are looking for a Customer Experience Associate
About the Role:

Speak with customers on a daily basis, communicating via channels such as phone calls and (email) support tickets.
Become an expert in products and stay up-to-date on new features and improvements
Influence the way we provide training to improve CX product knowledge
Work to improve the quality of our service by identifying knowledge gaps and problematic flows
Act as the main point of contact and liaison between clients and the rest of the team
Build and maintain strong customer relationships by providing exceptional customer service.
Empower customers to connect their goals and challenges with the solution
Collaborate with other team members to ensure customer satisfaction and provide feedback to improve the customer experience.
Take the initiative to provide excellent support to customers via phone and email, to understand their needs and ensure their success

we are looking for a Customer Success Manager

The ability to understand our customers' industry and business, providing
solutions and strategic plans accordingly - especially working with tech companies in the US, Canadian and Israeli markets.
The ability to communicate & present work plans, Business reviews, road maps and use cases.
Performing needs mapping & goal setting with different stakeholders across the organization, including C-levels. Creating a professional strategic plan and execution for each customer: Business pains, KPIs, processes, timeline & call to action.
Mapping of every organization structure, the internal political structure of budgets., and decision-makers.
Reach out methodologies- Ability to reach each stakeholder- when you dont have an intro.
Demonstrate and present a unique value proposition clearly, ROI-oriented- according to the listener.
Actively ensuring your book of customers reaches success and feel in success, by conducting professional QBRs based on business ROIs.
Ability to forecast & identify churn and upgrade opportunities for your account base.
Managing upsells & renewals with the account manager- Reach quarterly KPIs.

we are looking to hire a Customer Onboarding Operator.
We are seeking a dedicated and customer-focused individual to join our team as a Client Onboarding Operator.
In this role, you will play a part in ensuring a smooth and efficient onboarding process for our clients. Your primary responsibility will involve making calls to clients, guiding them through the onboarding journey, and assisting them in completing the necessary steps.
The ideal candidate should possess excellent communication skills, attention to detail, and a strong commitment to providing exceptional client experiences.
Reach out to clients via phone calls to welcome them and initiate the onboarding process.
Provide clear instructions to clients on the required documentation, forms, and procedures needed to complete their onboarding.
Assist clients in navigating our platform or system, addressing any questions or concerns they may have along the way.
Ensure all client information is accurately documented and updated in our internal systems.
Collaborate closely with the onboarding team to identify and troubleshoot any potential roadblocks or challenges clients may encounter during the process.
Maintain a high level of professionalism, patience, and empathy while interacting with clients, understanding their unique needs, and tailoring assistance accordingly.
Handle escalated AML review queues.
Report positive and potentially positive screenings to MLROs.
Handle incoming tickets from customer support.
Perform routine quality control over the Client Verification teams.

Are you looking for a foot into the world of hi-tech, in a role which will allow you to help end users around the world?
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Were looking to recruit a full-time for a Customer Success Representative, to work with our regional business development manager in serving clients across the Middle East and Asia.
What will you do with us?
Your work will include, on a daily basis, communicating with End Users and Clients through our Help desk interface, via phone, email, or video conference, depending on need and scope of request. You will file and respond to tickets coming in from clients across the continent, working to properly deduce solutions to client inquiries, ranging from quick troubleshooting to long-term product requests.
You will be the clients point of contact with our company, directing their needs to the people who can help.  
Full-time position (9:00-18:00 GMT+3), Hybrid: training and team meetings in company offices in Jerusalem, other tasks remote.

Required Customer Success Manager (w/ Freight Forwarding background)
The opportunity:
Weve been fortunate to enjoy rapid growth and adoption by customers from all over the globe, and actually, were just getting started. As a Customer Success Manager you will join a small team that moves fast.

Together with the team, you will provide top-notch service to our customers, and support the rollout of a new product and features to the market. Youll be expected to execute fast but, more importantly, to solve problems and find long-term solutions that can be implemented as new processes, products, or features.
Responsibilities (or what youll be doing):
You will join a CS team in its early stage so there's a lot of room for creativity and building processes from scratch. You will be expected to contribute and improve current methodologies.
Help customers succeed and provide support both on the technical level and on the business side.
Onboarding new customers to be able to use our platform
Building and teaching technical courses on the platform
Deliver excellent support to customers, understand their needs, and ensure their success.
Serve as the main point of contact while acting as a liaison between clients and the rest of the team.
Provide customers with Introduction and training of new features in order to maximise the usage and educate them through marketing and product documents.
Maintain a comprehensive and updated knowledge base - Analyze customer usage data, gather insights and lessons
Provide internal customer feedback.

We are an AI SaaS platform for e-commerce companies, especially in travel and hospitality, that lets customers buy together. It helps companies understand how groups decide to buy and improves sales. This tool makes buying together easy and fun and helps companies find new ways to make more money.
Role and Responsibilities:
* The CSM is the clients operational officer. He ensures the clients satisfaction and retention from the deployment phase throughout the client's BAU phase.
* CSM will be on top of the customer operational and business environment.
* Transform customer requirements into product capabilities, taking customers goals, objectives, and business processes and proposing the best solution.
* Promoting tasks internally (e.g., dev and change requests, initiation of new projects, etc.), representing the customer in and out of the organization.
* The CSM will be chasing customer performance and revenue growth by making strategic recommendations using:
*  Product Features
*  KPI(s) & Benchmark analysis
*   BI tools
* The CSM will be requested to identify operational and even business opportunities, share them with the customer's VP, and push them together to maximize revenues and business expansion.
*  Work closely with all relevant departments, including the product, Professional Services (delivery), and development teams, to identify the required products and strategic solutions for each customer.
* Drive prompt resolution of all operational issues and ensure high levels of customer satisfaction with company products and services.
* Manage and maintain the level of service given to the customers by being proactive and responsive.
* Establish strong relationships with customers, becoming a trusted advisor and advocate for their success.
* Responsible for customer training and knowledge onboarding. 
* Providing first-level operational support.
* A second point of escalation for all technical incidents and issues.
 
Please send your CV and cover letter to our e-mail.

we are looking for enthusiastic, thoughtful, and highly motivated problem solvers who are passionate about creating a positive customer experience and building strong relationships with our customers. You will be the first point of contact for our customers and engage with them on email, telephone and face to face meetings. 
Responsibilities: 
* Maintaining a professional attitude toward customers at all times
* Responding promptly to customer inquiries
* Communicating with customers through various channels
* Acknowledging and resolving customer complaints
* Ensuring customer satisfaction and providing professional customer support