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IL CSM - Consumer Tech
Responsibilities:
Team Intro
Our team is dedicated to supporting B2C (Business to Consumer) advertisers in maximizing their product potential. We improve performance by offering creative solutions, assisting with audience targeting, resolving policy issues, and scaling their activities. Combining operational expertise with a customer-centric mindset, we help our clients achieve their marketing goals.
As a Client Solutions Manager (CSM), you will collaborate cross-functionally with teams across the organization to support leading Israeli B2C advertisers from diverse industries, with a primary focus on paid user acquisition. You will serve as a trusted advocate, connecting key stakeholders, providing inspiration and insights, and driving collaboration that fosters long-term client partnerships and growth. You will oversee day-to-day client relationships and ensure the success of advertiser investments. As a proactive partner, youll identify opportunities and offer solutions that exceed client expectations, securing future investments.
This role is based in Tel Aviv.
Responsibilities
- Manage and grow post-sale client relationships of auction ads offerings by monitoring and analyzing ad campaigns, and proactively take initiative to improve results.
- Proficient in campaign management, setting up and optimization.
- Analyze campaign performance data to offer clients data-driven business insights, at the same time use those insights to improve our advertising offerings.
- Establish long-term relationships with key clients and make sure their business needs are taken care of by cross-functional team.
- Drive education on product and company updates, and share company best practices as relevant to clients or agencies' business.
- Share marketplace feedback and guide our advertising strategy;
- Conduct regular business reviews and take a consultative, long-term approach to build productive relationships with clients, in collaboration with the sales team;
- Investigate and work directly with product & engineering teams to help them troubleshoot client issues during a campaign.
- Responsible for improvement of product feature adoption and consistently drive the product improvement from market feedback.
- Be instrumental in our external narrative in the market.
- Collaborate cross functionally to ensure improvement for product, process and client relationships.
- Analyze campaign performance to constantly give feedback on optimised media solutions.

As a member of the Support team you will be at the forefront of this transformational technology, assisting a global list of companies and developers that are taking advantage of a growing set of services and features to run their mission-critical applications. As a Cloud Support Engineer, you will act as the Cloud Ambassador across all the cloud products, arming our customers with required tools and tactics to get the most out of their Product and Support investment.

Would you like to use the latest cloud computing technologies? Do you have an interest in helping customers understand application architectures and integration approaches? Are you familiar with best practices for applications, servers and networks? Do you want to be part of a customer facing technology team helping to ensure the success of us as a leading technology organisation?

If you fit the description, you might be the person we are looking for! We are a group of smart people, passionate about cloud computing, and believe that world class support is critical to customer success.

WHAT DOES A CLOUD SUPPORT ENGINEER DO?
First and foremost this is a customer support role in The Cloud.
On a typical day, a Support Engineer will be primarily responsible for solving customers cases through a variety of customer contact channels which include telephone, email, and web/live chat. You will apply advanced troubleshooting techniques to provide tailored solutions for our customers and drive customer interactions by thoughtfully working with customers to dive deep into the root cause of an issue.
Apart from working on a broad spectrum of technical issues, a Support Engineer may also coach/mentor new hires, develop & present training, partner with development teams on complex issues or contact deflection initiatives, participate in new hiring, write tools/script to help the team, or work with leadership on process improvement and strategic initiatives.
Career development: We promote advancement opportunities across the organisation to help you meet your career goals.
Training: We have training programs to help you develop the skills required to be successful in your role.
We hire smart people who are keen to build a career with us, so we are more interested in the areas that you do know instead of those you havent been exposed to yet.
Our Premium Support is a 24/7/365 operation and shift work will be required to include nights, weekends and holidays.

Our awesome Customer Support Team is looking for an additional Member. If you bring English and an additional Language, love to solve Problems, arent scared of Challenges and work great in a fun Team, then you are the One we want!
Responsibilities:
You are the first Contact Person for our Players.
Help solving technical Issues together with our QA Team.
Provide detailed Information regarding our Games and all special Features.
Player Retention

Required CXM - Renewal and Expansion Manager
Job description
As a Renewal and Expansion Manger, you'll be responsible for driving upsells, renewals, and monthly-to-annual conversions for our customer accounts. You'll play a crucial role within the CX Squad by identifying growth opportunities and ensuring customers are getting maximum value from their subscriptions.
Responsibilities:
Manage renewal processes to maintain high retention rates
Focus on converting monthly customers into annual contracts
Drive SMB account growth through upselling and cross-selling
Collaborate with Solutions engineer to align product value with customer commercial requirements
Track and report on conversion metrics and growth KPIs
Develop effective strategies for account expansion
Conduct commercial-focused customer calls and meetings
Working days Monday-Friday, availability in US hours.

Were hiring a Customer Success Operations Manager whose mission will be to drive the effectiveness and efficiency of our Customer Success team. You will report to the Revops TL and will be their trusted partner in defining customer success objectives, strategy, and tactics, and in implementing processes that scale.
Responsibilities:
Strategic planning - forecast customer health and renewals, ensuring alignment with company goals.
Design, document, and optimize CS workflows and processes:
Act as the primary interface between Product, Marketing, and Sales teams to ensure seamless collaboration.
Drive effective collaboration with the BI/Data team to enable actionable insights & dashboard planning.
Manage approval workflows for CS-related initiatives and requests.
Oversee and optimize round-robin assignments for accounts and projects.
Develop and maintain risk management protocols to identify and mitigate customer churn risks.
Define and refine onboarding and professional services (PS) processes to enhance customer experience.
Serve as the Salesforce (SF) subject matter expert for CS, managing flows, metrics calculations, and data integrity.
Develop and maintain internal knowledge bases (KBs) to support team efficiency and scalability.
Leading special initiatives; including beta programs, AI-driven churn prevention, and design partner engagement.
Drive tools implementation and adoption, including AI-powered solutions to scale operations - including defining the requirements and implementation of the CS platform
Assist in creating impactful presentations for management and board meetings, aligning with business priorities and key metrics.

We are looking for a Customer Success Manager to join our TLV team!
Our Customer Success Managers are the face to our clients. Your goal is to learn as much as possible about our customers' needs and their business workflow. As a Customer Success Manager (CSM) for our SMB team, you will be expected to deliver value and ROI to our largest clients. These long-lasting relationships are built via exceptional customer service, understanding customers' technical needs, challenges, complex working environments, and top-notch onboarding of new customers. As a part of the SMB CSM team, you will be responsible for the success of the account, managing the partnership, monitoring, analyzing and optimizing the data and working towards quarterly targets and KPIs.
Responsibilities:
Serve as the primary point of contact between clients and the team
Build and maintain strong relationships with clients
Conduct ongoing quarterly Business Reviews
Lead value-driven conversations with your customers
Serve as a technical authority for customers queries on the Platform
Analyze key account statistics and performance metrics to identify pain points
Educate clients on how to best use our platform aka "best practices"
Proactively identify (growth) opportunities and optimization points for our clients
Organically grow your portfolio of clients by delivering additional solutions and tools based on business needs
Demonstrate continuous value of our solutions by keeping high retention rates.

Required CX Operations Specialist
Job description
As our CX Operations Specialist, you'll be responsible for managing and optimizing the tools, processes, and systems that power out customer experience. You'll work closely with the CX Squad Team Lead to manage the customer experience technology stack, automate processes, optimize reporting, and ensure the team meets its KPIs. Your role is crucial in scaling our customer experience operations efficiently.
Responsibilities:
Lead process automation and campaign management
Serve as the Salesforce subject matter expert for the CX team
Optimize tools and reporting systems for maximum efficiency
Track and report on group KPI attainment
Implement and manage customer experience workflows and processes
Design and document standard operating procedures for CX processes
Collaborate with other departments to ensure seamless customer experience) using scale approaches (marketing, AMs, academy, product, and support
Identify and implement opportunities for operational improvements
Responsible for OneVoice outbound effort.