דרושים » שירות לקוחות » Technical Account Manager - Defense & Government Sector

We are looking for a Customer Success Manager.
Customer Success Manager is responsible for building and maintaining relationships end to end with our customers to enable them realize value from platform.
As a trusted advisor you will leverage your domain expertise and ability to frame problems and find solutions to help customers drive adoption and achieve business outcomes.
You will be working closely with Sales, Sales Engineering, Services, Support, Product Management and Customer Success teams to ensure our customers success - ultimately driving growth and securing the renewal.
What You'll Do:
Work with assigned customers and Sales to build Customer Success Plans, establishing critical goals, or other key performance indicators to enable customers to achieve their goals. Measure, monitor and report internally and externally to Customer Sponsors.
Establish regular touchpoints to review progress against technical and strategic objectives including roadmap discussions.
Work closely with Sales to provide insights to customers about applicability of new features in and identify additional business use-cases.
Develop, nurture and maintain trusted advisor relationships with stakeholders at all levels and drive value and adoption.
Translate customer product usage data into actionable advice for customers.
Provide Executive Business Reviews in a regular cadence with Business & Technical Stakeholders in collaboration with the Account Team including Sales, Business Leads, and Product partners
Provide customers contract utilization pacing in regular account Health Checks towards renewal.
Provide customer upsell and expansion recommendations for platform products, partnerships, services, and cloud network partners across the full lifecycle in regular account check-ins.
Assist and provide expert deployment and operational best practices in all customer communication channels including in-person, email, web calls, slack, and mobile options.
Work cross-departmentally to find business outcomes oriented solutions to complex scenarios and integration issues.
Strong knowledge of Customer Success best practices with experience defining processes to promote adoption.
Understand customer health scoring and predictive risk management to prevent and resolve renewal risk while managing customer escalations.
Continuously drive communication and customer advocacy to ensure an orchestrated customer experience.
Work transparently to surface customer problems and allow others to participate in solving them.

We are seeking an accomplished and strategic Senior Director of EMEA Customer Success to lead and expand our Customer Success organization across the EMEA region.
As a Senior Director of EMEA Customer Success, you will...
Lead, staff, and strategically grow the EMEA Customer Success organization, encompassing multiple teams and locations across EMEA
Provide executive leadership and strategic direction to Customer Success Managers and Technical Success Managers, fostering a high-performance culture and ensuring operational excellence across all EMEA teams
Provide leadership through coaching, feedback, development goals, and performance management
Mentor managers and team members with regards to the customer journey and driving customer happiness and help the team adopt and establish value in the products and platform
Work with the internal teams like Account teams, Product, Solution Engineering, Training, and external customer stakeholders to formulate/maintain a Success Plan outlining how we address our immediate and future needs (with success metrics)
Refine and implement the methods, procedures, tools, and policies to ensure high-quality service is delivered to customers
Well-versed in using case management systems and CRMs (e.g., SFDC / JIRA) and strong analytical and organizational skills, with the ability to understand and review the financial return or ROI on the customers investment
Maintain a deep understanding of our product and roadmap, so you can guide customers to success so you can help drive up their Adoption Score, and ensure a high level of technical knowledge is maintained within the Customer Success Team
Establish and manage communication channels within and among departments. Act as the liaison to provide customer feedback to the Senior Management Team
Work with your team to schedule, prepare, and deliver Business Reviews for customers, with the top priority of proving ROI that leads to renewals, expansion, and adoption
Own and drive customer adoption and usage for the customers and help your team Increase customer adoption of key platform features and best practices to maximize ROI, ensuring the basis for retention, satisfaction, and growth
Understand the customers industry trends, business challenges with the platform, and current and potential use cases for our customers and develop and nurture our champions within your customers organization who advocate for the platform based on their positive experience
Engage customers senior decision makers to understand their evolving strategy and shaping Success Planning informed by these goals, and serve as the voice of the customer and provide internal feedback on how we can better serve them to maximize customer value and retention
Partner with the Account Team (Account Executives, Sales Engineers, Support Engineers, etc.) to ensure that customers renew and expand usage and monitor customer user trends and health to recommend to internal teams risk mitigation actions (Product, Support, Services, etc.).

We are looking for a CSM with a proven track record to join our Customer Success team. This role reports to the Director of Customer Success and is a strategic member of our team. In this role, you will be working with Fortune 500 companies to manage the customer relationship throughout the customer lifecycle while actively driving value for customers. Your main goal is to understand customers pain points and help them achieve the business outcomes based on your experience and capabilities. To be successful in this role, you must have experience in software development and/or application security. You must be able to articulate technology in both technical and non-technical terms; that is, you should be able to have strategic conversations with C-level executives as well as perform technical deep dives with operational engineers.



Key Responsibilities



Serve as the primary point of contact for our customers, building strong relationships and ensuring their success with our product(s)
Manage multiple accounts, from mid-sized enterprises through Fortune 500 companies, across different industries
Understanding the customers pain points, compelling events, business goals and objectives, success measures, and desired outcomes, drive the customer to success
Onboard new customers; increase product adoption and usage across your full customer base; ensure timely renewals while minimizing churn; and uncover additional opportunities for solving customer problems which lead to expansion
Align with technical stakeholders and executive decision-makers within our customers organizations, and conduct activities like regular project calls, periodic business reviews (QBRs, EBRs, etc.) to continuously drive new value and demonstrate the existing value to drive that relationship through
Act as a client advocate within the company by collaborating with internal teams, such as product development and customer support, providing feedback to help improve our product and services, and ensuring clients' needs are met
Ensure clients are trained on the platform, educating them on how to best administer and optimize their usage of our platform to drive ROI and real business impact and receive ongoing support
Proactively promote and educate customers on new features and capabilities added to the platform
Capture and document the specific use cases, configurations, and other factors related to the customers instance of throughout the customer lifecycle
Create advocacy and evangelism opportunities for customers

This is a great opportunity to be part of one of the fastest-growing infrastructure companies in history, an organization that is in the center of the hurricane being created by the revolution in artificial intelligence.
"our company's data management vision is the future of the market."- Forbes
we are the data platform company for the AI era. We are building the enterprise software infrastructure to capture, catalog, refine, enrich, and protect massive datasets and make them available for real-time data analysis and AI training and inference. Designed from the ground up to make AI simple to deploy and manage, our company takes the cost and complexity out of deploying enterprise and AI infrastructure across data center, edge, and cloud.
Our success has been built through intense innovation, a customer-first mentality and a team of fearless company ronauts who leverage their skills & experiences to make real market impact. This is an opportunity to be a key contributor at a pivotal time in our companys growth and at a pivotal point in computing history.

We are looking for a Senior Customer Success Manager with SDLC experience, ready to help drive our customer adoption, renewals and expansions for Enterprise customers, reporting to the Head of Customer Solutions and Success. As the post-sales account owner working collaboratively with the Account Executive, your job will be to drive all the post sales activities and to ensure outstanding customer success measured by adoption, renewal and expansion. You will work with customers to understand their objectives and provide analytics on their adoption, understand objections and craft a plan to unblock adoption and exceed customer expectations.
Key Responsibilities:
Build trust with customer stakeholders and develop a trusted advisor status.
Frequent customer engagement to ensure adoption and expansion of current contract.
Collaborate with account executives to manage the renewal process, QBRs, Roadmap review and drive new features as they are released.
Develop and deliver usage analytics that show observability into adoption, model quality, ROI, and overall user experience.
Collaborate with Support to resolve technical issues in the field.
Collaborate with Field Engineering and Sales Engineering to manage and oversee the product installation process, including identifying pre-requisites, validating environment readiness, variants of installation on different environments and installation and overall installation readiness.
Lead customer enablement and onboarding developers onto the platform.
Serve as a feedback loop to Sales and Engineering for feature requests and overall Product and model quality.
Identify and report any potential churn risk and develop a get to green plan.

We are a global leader in hybrid cloud security. We bring a new approach that uses the attackers perspective to find and remediate critical attack paths across on-premises and multi-cloud networks. The Cyber platform enables companies to rapidly prioritize and respond to cyber risks affecting their business-sensitive systems. Our Customer Onboarding Managers (COM) are the face of us to our new customers, during their onboarding phase; they play a critical role in their long-term success. The Customer Onboarding Manager helps new customers adopt and realize value from the Cyber platform quickly and effectively, setting them up for long-term success.
Responsibilities:
* Manage a portfolio of onboarding projects, ensuring that the projects are consistently delivered on time and with quality.
* Managing, assigning, and conducting onboarding meetings, product demos, company presentations, workshops, and training.
* Partner with customers to understand their business processes, deployment goals, and requirements and provide product information to serve those goals. Work closely with clients to configure our SaaS. solutions to align with their business needs, providing technical expertise and recommendations.
* Project Management: Develop and manage project plans, timelines, and milestones to ensure successful onboarding, tracking progress, and proactively addressing any roadblocks. Effectively manage all project communication, both internally and externally.
* Educate and enable customers on our products and best practices, drive the onboarding to deliver fast time to value.
* Collaborate with the team, identify and eliminate roadblocks that can be onboarding risks, and coordinate with internal resources to ensure resolution.
* Issue Resolution: Address technical issues, troubleshoot problems, and collaborate with cross-functional teams, such as product development and support, to provide timely solutions.
* Feedback and Improvement: Gather client feedback and insights to improve the onboarding process and provide recommendations for product enhancements.
* Customer Relationship Management: Build strong, lasting relationships with clients, serving as the primary point of contact during the onboarding phase.
* Work closely with CSM and Sales to ensure smooth hand-offs through the customer journey.

We are seeking a highly motivated,self-driven and technically skilled Technical Account Manager to join our Delivery team and take on ownership of core, customer-facing product features critical to delivering value and involving mulltiple touchpoints in the company. In parallel, you will be responsible for managing key relationships with several of our strategic US and EU customers. This role blends deep technical skills, direct customer engagement, and cross-functional collaboration ideal for someone who thrives in high-impact, fast-paced environments.​

This role is ideal for someone who thrives in a fast-paced, hands-on environment, enjoys working across disciplines, and wants to see their work go from concept to impact in the real world often, and quickly.

What Youll Do:
Gain a deep understanding of our customers working processes, business goals, key performance indicators, and work to achieve them.
Manage all aspects of Prismas customer accounts, including pre-sale, support, delivery, and post-sale activities.
As part of the role you will take ownership of planning, executing, and monitoring complex internal projects from inception to completion.
Collaborate with the Product, CSM, R&D and Ops departments to provide insights according to our customers needs.
Hands on analysis and dive into details to provide customer insights and improvement actions.
Operate in a dynamic, high-growth environment with evolving priorities and pre-defined timelines.

Required Enterprise Customer Success Manager
Develop your career, get acknowledged for your impact, and work with talented people who love what they do in one of Tel Avivs top SaaS scale-ups!
Our Enterprise Customer Success Manager (CSM) plays a critical role in building strong, long-term relationships with our enterprise clients. As the trusted advisor and main point of contact for senior stakeholders, youll ensure that our customers realize maximum value from our platform while driving measurable impact for their business.
This is a highly strategic and consultative role that requires strong business acumen, excellent communication skills, and proven experience working with senior executives in large, complex organizations. Our Enterprise CSMs are natural leaders who combine analytical depth with customer empathy, helping clients succeed through thoughtful guidance, structured planning, and proactive engagement.
Responsibilities
Own the customer relationship serve as the primary point of contact and strategic advisor for enterprise accounts.
Drive value realization ensure clients are maximizing adoption of Optimoves platform and achieving measurable ROI.
Executive engagement build trusted relationships with senior stakeholders, delivering insights and recommendations at an executive level.
Customer advocacy represent the voice of the customer internally, collaborating with Product, R&D, and other teams to drive improvements.
Strategic planning lead quarterly business reviews, success planning sessions, and ongoing enablement initiatives.
Crisis management & resolution anticipate risks, troubleshoot issues, and ensure timely resolution with professionalism.
Thought leadership educate clients on best practices, new capabilities, and industry trends to continuously elevate their marketing maturity.

We are growing rapidly and looking for passionate, talented individuals to join our dynamic team.
Strategic Leadership

Refine and implement a comprehensive customer support strategy aligned with company goals and customer needs.
Refine and report on key performance indicators (KPIs) and service level agreements (SLAs) for the support organization.
Analyze support metrics and customer feedback to identify trends, areas for improvement, and opportunities for proactive support.
Collaborate with Customer Success, Product, Engineering, and Sales teams to ensure seamless customer journeys and effective issue resolution.
Stay abreast of industry best practices in customer support and application security trends.
Team Management & Development

Recruit, train, and mentor a team of highly skilled and customer-focused support professionals.
Foster a culture of continuous learning, professional development, and customer advocacy within the support team.
Conduct regular performance reviews and provide constructive feedback to team members.
Ensure adequate staffing levels and efficient resource allocation to meet customer demand.
Technical Excellence

Develop and maintain in-depth knowledge of Cycode to effectively troubleshoot and resolve customer issues.
Stay updated on product enhancements, new features, and industry best practices
Serve as a technical escalation point within the Global Support Team
Operational Excellence

Optimize support processes, workflows, and tools to improve efficiency, effectiveness, and customer satisfaction.
Oversee the management of our knowledge base, FAQs, and self-service resources to empower customers.
Implement and manage support technologies (e.g., ticketing systems, remote support tools).
Handle escalated customer issues and ensure timely and satisfactory resolution.
Develop and maintain documentation for support procedures and policies.
Customer Experience

Champion a customer-centric approach throughout the organization.
Act as a voice of the customer within the company, advocating for product improvements and enhancements based on support insights.
Proactively identify opportunities to enhance the customer experience and build strong customer relationships.

About the Role
We are hiring an experienced Customer Enablement Manager in EMEA In this role, you will be a key technical partner to the sales team, working directly with prospective and new customers to demonstrate our value and ensure successful adoption.
What you will do:
* Work closely with the sales team to deliver technical presentations, product demonstrations, and proof-of-concept trials of the platform.
* Lead customer evaluations, guiding prospects through the technical aspects of integrating us into their mobile app development and deployment workflows.
* Provide onboarding support for new customers, including running training workshops, webinars, and enablement sessions.
* Support and manage customer go-lives, ensuring smooth adoption of our solutions.
* Act as a technical subject matter expert (SME) for CI/CD integrations, MobileBot Defense, SDKProtect, and new features.
* Develop and update customer-facing technical materials, including kickoff, onboarding, and training content.
* Identify and surface customer needs, provide feedback to product management, and remove technical barriers to adoption.
* Build trusted relationships with both technical teams and business stakeholders, including presenting to and engaging with C -level executives.
* Some travel may be required.