דרושים » שירות לקוחות » Operations Manager, Middle East

Were growing and looking to hire a Project Manager who embodies our core values: People First, Customer Obsession, Strive for Excellence, and Integrity.
We are looking for a Project Manager to join our Customer Experience organization in Israel. In this role, you will manage customer deployment projects across multiple enterprise accounts, ensuring successful delivery of solutions from kickoff through implementation and closure.
You will partner with customers and internal technical teams to drive structured delivery, maintain strong governance, and ensure deployments are executed efficiently and predictably. This role requires excellent stakeholder management, strong project governance skills, and the ability to coordinate complex technical implementations while delivering an exceptional customer experience.
Responsibilities:
As a Project Manager, your impact will be:
Lead complex customer deployment projects, coordinating internal teams, customers, and third parties to ensure seamless execution and successful delivery.
Own end-to-end project governance, including project plans, milestones, RAID logs (risks, assumptions, issues, dependencies), stakeholder maps, and executive-ready status reporting.
Manage the fulfillment-to-delivery lifecycle, including intake and handoff alignment, readiness validation, scheduling and resourcing, kickoff, execution oversight, acceptance, and project closure.
Drive project readiness by validating prerequisites such as access, network requirements, credentials, change windows, and environmental constraints to prevent delays and rework.
Control project scope and manage change requests by clarifying requirements, documenting changes, and leading structured change control processes.
Identify and proactively mitigate risks, communicate escalations, and maintain delivery momentum across stakeholders.
Lead delivery ceremonies including customer kickoffs, weekly status meetings, internal delivery syncs, implementation summaries, and closure reviews.
Communicate effectively across technical and business audiences, translating technical dependencies into clear timelines, actions, and impacts.
Monitor key delivery metrics and drive continuous improvement through the development of templates, playbooks, and operational processes.
Collaborate closely with Customer Success, Professional Services, Support, Sales, and Product teams to ensure smooth deployments and long-term customer success.

we are seeking its first Customer Success Manager to establish, lead, and scale the Customer Success function.This is a unique opportunity to build the Customer Success discipline from the ground up - defining processes, methodologies, and customer engagement models - while working directly with strategic customers.You will initially operate as an individual contributor, owning key customer relationships end-to-end, while laying the foundation for a global Customer Success organization. Over time, you will play a central role in hiring, structuring, and leading the Customer Success team as it grows.
This role requires a combination of strategic thinking, operational execution, and strong customer-facing capabilities in a fast-paced cybersecurity environment. You will serve as a strategic advisor and primary point of contact for customers, driving adoption, ensuring satisfaction, and helping customers achieve their business and security objectives. You will work cross-functionally with Sales, Product, Support, and MDR teams to advocate for customers and continuously improve their experience.
Main Responsibilities:
You will split your time between hands-on customer management and building the Customer Success function .
Customer Ownership & Delivery:
Build and maintain strong, long-term relationships with customers, acting as their primary point of contact
Drive product adoption and value realization aligned with customer goals and business outcomes
Proactively monitor customer health, engagement, and usage to identify risks and opportunities
Manage customer satisfaction, track customer health, and identify churn risks early
Conduct regular check-ins, business reviews, and executive-level engagements
Handle escalations and ensure timely resolution in collaboration with Technical Support, MDR, and Engineering teams
Support post-incident activities, including managing RCA requests
Manage non-standard or out-of-scope customer requests (e.g., audits, custom reports)
Retention, Growth & Advocacy:
Identify and mitigate churn risks, improving retention and long-term customer success
Detect and drive expansion opportunities in partnership with Sales
Act as the voice of the customer, influencing product roadmap and priorities
Manage feature requests and serve as the bridge between customers and Product teams
Track and report on key success metrics such as retention, expansion, NPS, and CSAT
Building the Customer Success Function:
Define and implement Customer Success methodologies, processes, and best practices
Establish customer lifecycle frameworks, success plans, and engagement models
Design and implement customer health scoring and success metrics
Build scalable processes for onboarding, adoption, and ongoing engagement
Collaborate cross-functionally to define ownership boundaries and workflows (Sales, Support, MDR, Product)
Lay the foundation for a global Customer Success organization, including hiring plans and team structure
Over time, recruit, onboard, and lead a high-performing Customer Success team

What You'll Own
Operational Planning and Alignment:
Architect the global marketing operating model to bridge the gap between high-level strategy and technical execution.
Partner with the Marketing leadership team to track marketing KPIs, monitor performance metrics, and ensure targets are met.
Manage resource allocation and departmental budgets to ensure efficient spend and maximize Marketing ROI.

Marketing Process Optimization & GTM Execution:
Manage and optimize core marketing processes, including campaign execution, lead and MQA lifecycle, routing, scoring, and attribution.
Implement best practices, automation tools, and generative AI capabilities to increase marketing efficiency and scale workflows.
Ensure data management, workflows, and analytics are functioning properly to support data-driven decision-making.
Enforce core GTM processes and maintain SLAs in close partnership with Sales, BDR, and RevOps teams.

MarTech Stack and Data Management:
Manage and optimize our existing marketing technology ecosystem, including CRM, MAP, ABX/intent (e.g., 6sense), analytics, and data solutions.
Work alongside RevOps to support the Salesforce data model, maintain the integration of marketing systems, and ensure data integrity and CRM quality.
Own the MarTech roadmap and vendor rationalization strategy, ensuring a lean, integrated and future-proof stack.
Drive the implementation of Agentic AI for research, routing and predictive modeling within the customers buying journey while ensuring interaction with core systems (Salesforce, MAP, 6senes, etc.).
Ensure day-to-day compliance with global data privacy requirements across systems.

Performance Measurement & Reporting:
Manage the reporting framework for measuring marketing performance and tracking KPIs, delivering actionable insights to stakeholders.
Maintain clear economic models that track LCV and CAC by marketing motion and activity.
Generate regular reports and dashboards to communicate marketing results, trends, and campaign forecasts.
Track and report on the ROI for marketing events and demand generation programs.
Manage the modern demand gen waterfall and business development cadence to monitor lead quality and conversion rates.

Team Leadership & Management:
Manage and mentor a team of Marketing Operations professionals, ensuring their day-to-day performance and professional growth.
Foster a collaborative, execution-oriented culture within the Marketing Operations team.
Provide operational support and troubleshooting to other Marketing teams, such as demand generation, product marketing, and field marketing.
Manage stakeholders enterprise integration across and the broader SAP ecosystem, data privacy standards (GDPR/CCPA), and cross-functional attribution in a multi-product environment.