דרושים » שירות לקוחות » Customer Experience Specialist

the all-in-one platform for hospitality businesses to automate and optimize every aspect of their operations. With purpose-built technology, industry-wide expertise, and an R&D team of 200+ engineers, ensures that hospitality businesses can streamline and achieve growth, while delivering the best value to guests. With a complete suite of features and 150+ industry partners, including major booking OTAs like Airbnb, Vrbo, Booking.com, Tripadvisor, Expedia, Hopper, Google Travel, and many more, is transforming the hospitality industry with innovative solutions.

has 15 offices and 700+ team members across the globe.

Are you a natural born instructor and a native English speaker with a passion for customer education? Are you tech-savvy and looking to join a market leader in the vacation rental industry, contributing to compelling training experiences?

We are looking for a Customer Training Developer to join Training team, and help pioneer the establishment of the customer education domain. This is part of our efforts to provide extraordinary customer experience to our users and expand their self-service opportunities.

The Customer Training Developer will be responsible for creating top-notch training courses for our diverse customer base, assessing its effectiveness, and improving it based on feedback and data. The role involves collaborating with various stakeholders across the company to ensure customers optimize their use of our industry-leading products.

Responsibilities
Create engaging, interactive and compelling e-learning materials and videos for customers to guide them on how to use our robust product, to support onboarding processes, and to promote feature adoption.
Work closely with stakeholders and subject-matter experts from various departments, to identify internal needs and customer pain-points, and translate them into training materials for customers at varying technical and product experience levels.
Analyze training efficacy and user engagement, and work to improve the data.
Create and manage training content in our authoring and video tools and LMS, while keeping a cohesive and organized structure.
Work on multiple projects simultaneously, and under tight timelines.
Take full end-to-end ownership over projects within Training team.

We are seeking a highly skilled and motivated Customer Service Professional to join our team. This role is a vital part of our Customer Success Team, responsible for overseeing the onboarding process of vendors onto our cybersecurity system for our esteemed clientele.

The successful candidate will serve as the main point of contact for vendors on behalf of our clients, ensuring seamless integration and continued support throughout the vendor onboarding process. They must be comfortable with working under tight deadlines, multitasking, utilizing various tools, and managing and responding to a large influx of customer service-related inquiries.

The role
Vendor Liaison: Serve as the main point of contact for vendors on behalf of our clients, engaging in negotiations and handling communications over phone and email to ensure optimal terms and agreements for our service.
Client Relationship Management: Act as an additional point of contact for our clients throughout the vendor onboarding process, collaborating closely with the customer success team to serve as another trusted advisor and advocate, building and maintaining strong relationships.
Onboarding Coordination: Lead the onboarding process for vendors onto our cybersecurity platform, collaborating closely with internal teams and external stakeholders to ensure a smooth and efficient transition.
Difficult Conversations: Handle challenging conversations with vendors and clients professionally and effectively, addressing concerns and resolving conflicts to achieve mutually beneficial outcomes.
Issue Resolution: Proactively identify and address any issues or challenges that arise during the onboarding process, working diligently to find effective solutions and mitigate risks.

Required Head Of Clients
We are publishing innovators delivering data-driven technological solutions that transform publishers into scalable, thriving businesses. Constantly growing, we're always seeking people who share our company culture and are looking to make an impact. We offer plenty of room for learning and career growth, all while working with some of the finest people and companies in the industry.
The opportunity:
As the Head of Clients, you will shape the future of our client-facing operation. This role offers the chance to lead a team of dedicated Customer Success Managers and directly influence the companys entire partner portfolio. You will be at the forefront of strategic initiatives, driving client satisfaction and fostering strong relationships that enhance our market presence and growth.
Whats the day-to-day like?
Serve as the primary relationship holder for our partners, ensuring high levels of customer satisfaction.
Collaborate with the leadership team to define the strategic direction for client-facing solutions and ensure alignment with the companys overall business goals.
Build, lead, mentor, and support a team of Client Success Managers (CSMs) to ensure they are delivering exceptional service and meeting their individual and team targets.
Implement strategies to increase efficiency and effectiveness within your team, driving process improvements and innovation.
Monitor team performance against service level agreements (SLAs) and key performance indicators (KPIs).
Act as a point of escalation for resolving any significant client issues or complaints, ensuring swift resolution and maintaining trust.
Develop policies and procedures that address client concerns and enhance their overall experience.
Gather client feedback to better understand their needs and expectations. Analyze client insights to inform business decisions and contribute to the product development process with relevant client feedback.
Provide regular reports to the leadership team on client engagement, team performance, and the status of client-facing initiatives.
Ensure clear and effective internal communication within the team and across other departments to facilitate the smooth delivery of client solutions.
Leverage market insights to advise on potential opportunities or threats and recommend proactive measures.
Personally manage key accounts, ensuring the highest level of service and satisfaction.
Collaborate with Sales to develop accounts strategies and action plans to expand existing partnerships.
The role might include business travel (Up to 2-3 trips per year).

an AI text generation platform for marketers.
More than 1 billion marketing messages are created every day across digital channels. Most of them are bias-laden, expensive to create, and ineffective.
artificial intelligence models are capable of analyzing text and understanding its intent and ideal audience. As a result, we can now generate original marketing language that drives action.

Who we are
Were a team of doers from all walks of life who share a passion for AI and innovation.
We firmly believe in personal growth, care deeply about our work, and aspire to be world-class in everything we do.

The opportunity
Weve been fortunate to enjoy rapid growth and adoption by thousands of customers, and actually, were just getting started. As a Customer Experience Associate, you will join a small team that moves fast and help build out a key function.

Together with the team, youll be responsible for supporting our customers at scale. You will own management of our Knowledge Base Resources and leverage AI to handle customer support escalations and requests at scale. Youll also work closely with our product team, representing the voice of the customer and in turn creating guides to help our customers drive the most impactful business outcomes with our new features and releases.

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. You will also significantly shape the companys future by creating value for our existing and new customers. A successful Customer Experience Advocate at will critically evaluate the business, our team, his or her own performance, and our processes with a growth mindset. Failure is expected and encouraged because thats where we learn. And finally, youll join us at an exciting and challenging time of fast growth, with ample opportunities to learn and grow with us.

Responsibilities:
Help customers succeed and provide support on all levels: technical, business, and product
Deliver excellent support to customers at scale, understand their business goals, and unblock any technical hurdles to their success.
Manage our support channel and our self service resources while acting as a liaison between our self serve clients and the rest of the team
Maintain a comprehensive and updated knowledge base
Work together with the marketing and product teams to push customers toward success and high product engagement at scale
Educate new customers through marketing materials and product documentation
Provide internal customer feedback
Leverage data to demonstrate how has impacted our customers and identify areas of risk & opportunity with our customers at scale
Analyze customer usage data, gather insights and learnings, and establish new processes and product requirements
Fail forward. We encourage you to think and act quickly and test new ideas

We are looking for an outstanding Customer Success Manager to join us!

As the focal point of contact, you will become the SAMs person for customers and partners guiding them to derive value from our product and services, identify key strategies that will unlock business expansion, increase customer satisfaction and loyalty, improve product adoption

Main Responsibilities:

Be the trusted advisor to our customers by deeply understanding the business and needs.
Act as the voice of the customer internally, and work cross functional with Sales, Product, and Engineering teams to ensure consistent and strong customer engagement.
Oversee the onboarding of new accounts and ensure successful deployment and ongoing activities.
Manage the customer renewal process and identify upsell opportunities.
Effectively manage and prioritize customer activities and follow through proactively.
Nurture the relationship with the customer through ongoing communication and periodic meetings.
Communicate project status and issues internally across multiple organizational levels.
Manage and define collaborative architecture, success criteria, and project plans for implementation customized to their business objectives in a fast-paced and dynamic environment.

The customer success engineer is a key member of the post-sales organization, aligning our observability technologies with the needs of our customers. We are customer obsessed, work hard, and have a team culture that is both entrepreneurial, professional, and fun. This is a technical customer management role in which you will own the long-term relationship with our top logos. The role is Hybrid (3 days from the office) workdays are MondayFriday

Key Responsibilities:
Ensure proper onboarding for new long-tail customers so they have a seamless experience getting started.
Execute POCs and identify opportunities for upselling or cross-selling additional products or services to long-tail customers, driving incremental revenue growth.
Monitor customer adoption and usage patterns, proactively identifying any barriers to adoption and implementing strategies to address them
Serve as the primary point of contact for long-tail customers as their needs arise on an ad-hoc basis
Work with Long-Tail Account Managers to develop and execute retention strategies to reduce churn, increase customer loyalty, and ensure renewals
Customer Journey:
Develop comprehensive, accessible, self-service resources such as knowledge bases, FAQs, and video tutorials that address common customer inquiries and issues.
Implement automated onboarding workflows that guide new long-tail customers through the setup process step-by-step. Use email sequences, in-app messages, or chatbots to deliver personalized onboarding guidance and support based on the customer's specific needs and preferences.
Set up trigger-based communications to automatically reach out to long-tail customers at key milestones or touchpoints in their customer journeycheck in after they've completed onboarding, reached certain usage milestones, or are up for renewal.
Track long-tail customers' usage patterns and behaviors. Set up automated alerts or notifications to flag instances where customers may be experiencing issues or underutilizing the product.
Implement automated surveys or feedback forms to gather insights from long-tail customers about their experiences with the product or services.
Generate personalized product recommendations for long-tail customers based on their usage history, preferences, and behavior.
Automate and streamline repetitive tasks and processes involved in managing long-tail customers.

If you're an online user (and let's face it, who isn't these days?), you've likely encountered those bad ads that disrupt your quest for a safe and clean browsing experience. Well, consider us your digital super-hero.

Step into the heart , where our cybersecurity prowess is fueled by a vibrant and friendly work environment. Beyond being a cybersecurity company, we are a community of smart, fun, and kind individuals who share a passion for people. Our dynamic team are hard at work, not only protecting ad platforms, app developers, website owners, and users from the menace of bad ads, but doing so in an atmosphere that resonates with intelligence, creativity, and genuine friendliness.

Our cutting-edge technology swiftly eliminates bad ads in real-time, before they can disrupt the online experience. As a tenacious bootstrapped startup with over a decade in the game, we thrive on challenges because we know that cyber challenges never rest and neither do we!

As our Customer Success Manager, you'll be the maestro of a portfolio filled with vibrant and dynamic enterprise and midsize level accounts. Picture yourself not just managing but waltzing through the realm of ad quality and security, becoming the trusted advisor and influencer that our clients can't imagine navigating this landscape without.
If you see customer/partner relationships as a canvas for your artistic flair and a playground for your scientific precision, then congratulations you've just stumbled upon your dream role! Join us in turning the ordinary into extraordinary as we redefine the customer success experience.
Responsibilities:
Serve as a trusted advisor to customers by utilizing your deep understanding solutions to help achieve customers' business goals.
Act as the customers advocate and collaborate with internal teams including product management, support, and sales to find and provide the best possible solutions
Build a long-lasting relationship with the customer both remotely and face to face while serving as the account technical and product POC.
Develop and maintain a deep understanding of client needs and drivers and align technology to support those needs.
Provide training and education on our products and new features through demos, webinars and training.
Analyze and monitor client data to realize insights and optimizations and communicate those findings to the client.
Work with internal stakeholders to support and drive successful renewals.
Proactively manage client relationship; meet with clients on a regular basis to obtain feedback on our product, identify opportunities for improvements, assess utilization, build plans for maximum optimization.
Develop individual growth plans for each customer to ensure adoption, expansion and loyalty across your portfolio of customers.
Own your accounts, build the relationship with the technical and management teams and with C-level executives.

We are looking for a seasoned Senior Retention Manager with B2C experience to join our team. The ideal candidate has a proven track record of leading retention activities across multiple channels, leading the marketing automation efforts of the company, monitoring and improving all outgoing communications with the companys customers, and improving retention metrics on all fronts.

As a Senior Retention Manager , youll play a critical role in ensuring our customers stay loyal and engaged. Youll lead strategic initiatives to retain existing users, enhance their experience, and drive long-term retentive behavior.

We work in a fun, collaborative, and open-minded environment and are looking for proactive, accountable professionals focused on continuous learning and growth to push themselves and our team forward.

Responsibilities
Develop and execute a comprehensive retention strategy aligned with business goals.
Create targeted initiatives that boost customer lifetime value.
Own the performance of all customer-facing communications, ensuring consistent messaging across channels. Work with our content team to craft compelling emails, in-app messages and other touchpoints, to engage and retain our customer base.
Monitor and analyze retention metrics, identifying trends and areas for improvement. Collaborate with cross-functional teams to implement data-driven solutions that enhance customer satisfaction and reduce churn.
Take charge of our marketing automation efforts. Optimize automated campaigns, personalized journeys, and triggered communications to nurture existing customers, and work with our Brand Designer to optimize and test designs.
Work closely with product, Communications, Growth and Customer Support teams to align retention initiatives with overall business objectives. Foster collaboration and knowledge sharing.
Set ambitious retention targets in terms of sales, engagement, and customer satisfaction. Develop strategies to achieve and exceed these goals.
Leverage data insights to make informed decisions. Continuously test and iterate on retention tactics, adjusting as needed to achieve optimal results.
Lead cross-functional projects related to retention. Drive innovation, streamline processes, and champion best practices.
Be the go-to expert for all things retention within the company. Take ownership of initiatives, drive change, and inspire others to prioritize customer loyalty.

As a Customer Success Manager, you will sit at the core of the business and own customer accounts. You will be responsible for their success and growth on while collaborating with multiple teams and stakeholders within the company. This unique opportunity is a great fit for a highly motivated, self-driven, and humble person who is eager to make an impact and advance professionally as we expand.

RESPONSIBILITY
Build and maintain strong, long-lasting customer relationships and serve as the primary point of contact for your customers, ensuring timely and effective communication and issue resolution.
Develop an understanding of our customers business needs and goals, and be the customers trusted partner.
Own and manage multiple accounts including onboarding, training, support, account management, and account expansion.
Master the platform and methodology using internal and external tools in order to enable our users to flourish.
Liaise closely with the Sales, Product, and Engineering teams to ensure smooth product adoption, quick issue resolution, and overall customer satisfaction.
Provide support to any user throughout their life cycle.
Represent the voice of the customer and provide the relevant teams with insights about the product and users needs.

Required Customer Success Manager
About the company:
We are publishing innovators delivering data-driven technological solutions that transform publishers into scalable, thriving businesses. Constantly growing, we're always seeking people who share our company culture and are looking to make an impact. We offer plenty of room for learning and career growth, all while working with some of the finest people and companies in the industry.
The opportunity:
As a Customer Success Manager, you will manage a wide portfolio of global programmatic partners. You will leverage your interpersonal skills to build and nurture relationships with key stakeholders in our industry and collaborate with them to drive performance, mutual growth and partner satisfaction.
Whats the day-to-day like?
Cultivate strong relationships with our partners, understanding their needs and objectives
Manage partnerships day one and throughout our partners entire lifecycle with the company. Proactively identify and solve partner issues and ensure high levels of satisfaction with our products and services.
Monitor, troubleshoot and optimize performance for different types of partner integrations and activities.
Use data analytics tools to draw business conclusions and identify opportunities for growth.
Work closely with the sales team to expand our reach and support the sales process.
Act as our partners advocate internally, Relay partner feedback and development requests to the product and R&D teams.
Working with multiple stakeholders, inside and outside the organization, to drive projects successfully.
Working model: This is a FULL-TIME position, and the company works in a hybrid model. Our office is located near Sarona Market Tel Aviv.