דרושים » שירות לקוחות » Customer Success Manager (Spanish Fluency)

Youll work in an awesome environment alongside some of the most innovative people in the industry, using cutting-edge technologies and tools (video editing, Gen AI, data, etc.). you have the opportunity to directly influence the products and tools used by our clients, including sports giants such as the NBA, Bundesliga, LaLiga, ESPN and thats just the beginning of what we have to offer! Join us and be a part of the best team in tech as we Fuel the Fandom worldwide.

We are looking for a top-notch Customer Success Regional Lead for our office in Tel Aviv. This role is critical to the success of our sophisticated product and client satisfaction. Its for someone who understands the ins and outs of complex technologies, has excellent customer management skills, and, most importantly, is a true leader.

What youll do:
Manage, mentor, and lead a team of CSMs, who are managing a portfolio of dozens of clients with a focus on increasing usage and expansions.
Guide your managers to work with their CSMs on executing the company and department strategy in the most efficient way possible.
Ensure execution of customer journey touchpoints, including onboarding, business reviews, retention, upsells, and other opportunities.
Build best practices methodologies to make sure your CSMs can be a trusted customers consultant.
Work in collaborating with our Sales/bizev, Product, Development, Marketing and Sales teams.
Create a positive team culture and participate in team development including hiring, onboarding, career development and performance management.
Extract value matter data from a complex database, BI tools and reports.
Empower your team to better Identify upsell opportunities, leveraging and discussing them directly with the customer.

Youll work in an exciting environment alongside some of the most innovative people in the industry, using cutting-edge tools and technologies. you have the opportunity to directly influence the products and solutions used by our clients worldwide, including sports giants such as the NBA, Bundesliga, LaLiga, ESPN and thats just the beginning of what we have to offer! Join us and be a part of the best tech team as we Fuel The Fandom.

What youll do:

Our Client Solutions & Delivery team engages in a wide variety of complex projects for global clients while providing top-notch customer experience to ensure successful delivery and onboarding for each and every client and project.

This team is responsible for ensuring we are the largest and most strategic global clients who are implementing our enterprise solutions are successfully onboarded to the platform. Preside over the successful delivery of custom client integration projects which are delivered on time, on scope, and to high client satisfaction.

The individual will collaborate across many teams within the company, ranging from Product, Business Development, R&D, Account Management, Operations, and more, in order to create and deliver custom solutions and to drive product and feature enhancements for our clients globally.

Serve as the primary point of contact for client integrations and projects.
Plan, organize, and manage all phases of a project lifecycle to ensure successful delivery by developing and managing project schedules, success criteria and KPIs, and project milestones.
As part of the project, present proposed solutions and take part in ongoing technical discussions with the customer.
Responsible for driving product onboarding and adoption across our client base.
Become a subject matter on the product suite and solutions and know-how to implement them to meet client objectives. Work with Product and R&D teams to capture and articulate customer and prospect special integration needs.
Educate partners and clients in deployment best practices & successful project setup and structure.
Develop trusted relationships to drive implementation with the clients internal teams.
Partner with the Business Development, Customer Success, and Product teams to perform user research and gather requirements in order to design advanced integration capabilities
Drive our Go To Market processes when launching new products.
Develop internal processes for new product integrations and launches that can accommodate novel solutions across our strategic client base.
uct integrations and launches that can accommodate novel solutions across our strategic client base.

The Customer Delivery 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 Delivery 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
Understanding of the companys products inside and out is essential
Capable of working hours Monday-Friday 11am-8pm with flexibility (Friday can end early)

In this role, you will act as a Customer Onboarding Specialist, reporting directly to the Director of Revenue Operations.
You will have the opportunity to support our growth and expansion in multiple countries as well as help us customize the system and onboard global corporations.

Responsibilities:
Onboarding into our clients' systems by providing relevant information and documents
Coordinate with Sales / Account leads / CSMs and handling day to day customer emails
Regular audit and maintenance of the entity details and supporting documents
Assist in streamlining processes to make them efficient
Verify customer data by performing compliance checks