לוח משרות דרושים שירות לקוחות משרה מלאה

we seek a passionate and driven individual to join our team as a Customer Success Manager, Digital Touch.

As a Digital CSM, you'll play a crucial role in enabling a strong customer outreach in a scalable way, ensuring their success with our products and services. You'll be responsible for managing digital interactions, negotiating renewals, implementing strategies to drive customer engagement and retention, and mitigating risk.

If you have a passion for embracing new technologies, collaborating with others to deliver optimal solutions for customers, and are adept at adhering to procedures and regulatory standards, we'd love to hear from you. Join our dynamic and expanding team to embark on an exciting journey together!

Key Responsibilities:

Ability to manage a book of business comprising over 100 customers.
Manage and negotiate renewal & expansion opportunities to maximize customer retention and growth.
Utilize software tools to keep customer records up-to-date and facilitate efficient communication.
Analyze customer data, such as satisfaction, usage, and other feedback, to identify trends and provide recommendations on improving the customer experience.
Support development and own execution of processes, workflows, and automation that drive internal efficiencies, level up the effectiveness of our Success team, and deliver greater value to our customers.
Implement our digital strategy to consistently achieve measurable results, which will be utilized by our customer-facing teams, and empower all CSMs to efficiently handle their customer portfolios.
Perform day-to-day management and maintenance of digital tools and consistently promote and assist with the implementation of process improvement.
Develop engaging content for one-to-many distribution channels to support adoption, satisfaction, and identify expansion opportunities.
Collaborate with the Customer Success leadership & cross-functional teams to refine customer journey mapping, enhance engagement strategies, and optimize automation processes to meet renewal / upsell targets.

As the VP Customer Success at our company, you will be the primary architect of the customer journey for a global portfolio of hundreds of enterprise accounts. You will lead a Customer Success organization focusing on both Commercial customers and Public Sector intelligence agencies to derive maximum value from our Maritime AI platform.
You will sit at the intersection of commercial growth and operational excellence, managing a complex landscape of diverse business lines across the US, EU, UK, and International markets.
Core Responsibilities
1. Strategic Leadership & Portfolio Management
Segmented Strategy: Oversee a diverse portfolio of 300+ enterprise customers, developing bespoke success strategies for two distinct pillars:
Commercial: Energy majors, bunkering, commodity traders, and ship owners.
Government: Coast guards, Law Enforcement Agencies (LEA), Customs, and Intelligence organizations.
Revenue Accountability: Primary Drive Customer satisfaction, Gross Retention Rate (GRR) and Net Retention Rate (NRR). Identify and act upon expansion opportunities (upsell/cross-sell) in partnership with the Sales team.
Global Scale: Manage and scale localized teams across various time zones to provide seamless support for international markets.
2. Complex Implementations & Product Adoption
Operational Excellence: Oversee complex, large-scale implementations that involve integrating AI into existing customer workflows and technical ecosystems.
Value Realization: Define and track Success Outcomes for customers, ensuring that maritime intelligence translates into actionable insights for risk management, compliance, and national security.
Feedback Loop: Serve as the Voice of the Customer to the Product and Engineering teams, ensuring the roadmap reflects the evolving needs of both commercial and government sectors.
3. Executive Relationship Management
Trusted Advisor: Act as an executive sponsor for Tier 1 accounts, building relationships with C-suite executives in the private sector and high-ranking officials in the public sector.
Crisis Management: Navigate high-stakes maritime or geopolitical events where customers rely on our company for real-time intelligence and support.