דרושים » שירות לקוחות » Global Customer Success Manager

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.

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

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.

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

we are looking for a Customer Success Manager
DESCRIPTION
Onboard new customers by conducting portal training
Assist existing customers with successful deployment
Maintain healthy and positive working relationship within assigned account
Communicate customer needs to other departments and coordinate teamwork to meet the customer needs
Review data usage trends within assigned accounts to identify potential growth areas and raise the red flags if needed
Monitor the end user level of satisfaction with our service to ensure long-term and sustainable business model
Help drive company revenue growth by improving account performance monthly and working to enhance opportunities in cooperation with sales manager