לוח משרות דרושים Customer Success Manager

We are looking for an energetic and skilled Director of Customer Support. In this role, you will have the responsibility of guiding and overseeing our customer support team to deliver exceptional service to our clients. You will have a vital role in developing the support strategy, streamlining procedures, and ensuring the team provides top-notch assistance. The ideal candidate is a strategic thinker, has excellent leadership abilities, and has a demonstrated history of improving customer satisfaction.
Responsibilities:
Manage the day to day operation within your assigned team including process escalating, quality checking and staffing needs, defining support strategy, setting and hitting KPIs.
Improve the customers experiences by understanding and focusing on demand management, measuring how the team is doing and driving the necessary actions for improvement.
Own customers issues and raise opportunities for product improvement to Customer Success, Product, and R&D teams.
Ensure customer expectations are achieved/exceeded through excellent customer service.
Support the team on providing accurate, efficient resolutions to complex escalated customer issues.
Stay up to date on the latest industry trends, technology and best practices.

we are As a Technical Support, you will be regarded as product expert and, as such, you will be involved in daily technical operations and escalations. The main responsibilities include performing customer installations and technical evaluations, developing and testing and solutions in strategically and tactically significant applications and use cases, including File protocols, Machine learning, Object Storage, and high-performance computing, at customer sites and in the lab. You will consult on pre-sales and technical sales activities and will work on escalated technical support issues to resolution, interfacing with the customer and the development team.

seeking a highly motivated and experienced Customer Success Manager to join our team. As a Customer Success Manager, you will be responsible for building and maintaining strong relationships with our clients, ensuring their satisfaction and success with our products and services. You will serve as the main point of contact, addressing any concerns or issues, providing technical support, and offering product recommendations to enhance their security strategies. The ideal candidate will have a strong background in customer service, excellent communication skills, and a deep understanding of the security industry.
Responsibilities:
Establish and maintain strong relationships with clients to ensure their satisfaction and success with our products.
Serve as the main point of contact for clients, addressing any concerns or issues in a timely and professional manner.
Provide technical support and guidance to clients, troubleshooting any issues they may encounter.
Proactively identify opportunities to enhance clients' security strategies and recommend appropriate products and services.
Collaborate with internal teams to ensure seamless implementation and delivery of solutions to clients.
Monitor customer usage and adoption of our products, analyzing data to identify areas for improvement.
Conduct regular check-ins and business reviews with clients to assess their needs and identify opportunities for upselling or cross-selling.
Stay up-to-date with industry trends and best practices to effectively advise and support clients.

This role will report to a Customer Support Manager/ Senior Manager and will contribute directly to Support efforts with a focus on troubleshooting and responding to escalated issues, contributing towards insights reporting, and collaborating with teammates to ensure the highest quality support.

The ideal candidate for this role will have a consistent 5 day work schedule with the ability to work standart French business hours from Monday through Friday.



What your day will look like:

Deliver high-quality, timely responses to support tickets received via email, phone or chat
Focuses on resolving complex issues in various product areas, requiring highly customized responses and advanced troubleshooting skills
Collaborate with Support teammates around the globe to help manage ticket queues and troubleshoot issues reported by users as well as staff
Utilize and contribute to support-related documentation, processes, and workflows
Provide DESS (Dedicated Enterprise Support Specialists) services to our Platinum customers to ensure customer expectations and satisfaction are met
Assist in tracking and reporting on customer pain points, feature requests, and other feedback to be shared with Product and Engineering stakeholders
Be an expert in all things so that you can effortlessly translate complicated technical concepts into direct and effective terms for customers to understand
Continuously update your knowledge with product developments, policy changes, known issues, and user feedback.
Run point on outages or other severe issues, updating our public-facing status page and updating the global Support team as there are developments
Other projects as assigned

Required Cloud Marketplace Success Manager
Netanya (Hybrid)
As a Cloud Marketplace Success Manager, you will help multiple technology companies (start-ups and more mature ISV software companies) to get listed in the hyperscaler cloud marketplaces: AWS Marketplace, Azure + AppSource Marketplace and GCP Marketplace depending on the needs and plans of the start-up.
The role works hand in hand with commercial and technical roles, the start-up partner we support, and the cloud vendor running the marketplace.
The ideal candidate will cover both the onboarding projects to get the partner listed to supporting the ongoing operations (including high-value Private offers).
This candidate has strong verbal and written communication in English, and high level self-organizational and collaboration skills.
They should be able to think and explain strategic level approach while executing hand-on on tasks.
Responsibilities:
Own the cloud marketplace onboarding projects from scoping through execution to post-go-live activities of each start-up partner we work with
Support the pre-sales of marketplace project (we are offering to start-ups interested in Marketplace onboarding)
Work with the marketplace onboarding manager from the cloud vendor allocated to the project
Work with technical roles who build the actual integration at the start-up
Work with commercial and operations roles (marketing, finance, tax, sales ops) who will need to understand and contribute to the marketplace project at the start-up
Manage relationships within the cloud vendor (focusing on Marketplace related roles)
Continuosly learn about updates and new capabilities, procedures related to the cloud marketplaces.

As we continue to expand, we are seeking a highly skilled and customer-focused individual to join our team as a Customer Onboarding Specialist. In this role, you will play a pivotal role in providing exceptional customer service to high-tech employees, ensuring a smooth onboarding experience and matching their financial needs with our technological services.
What You'll Be Doing:
Conduct professional Zoom meetings with high-tech employees to understand their financial needs and assess compatibility with our company's technological services.
Collect and process personal data, ensuring all necessary documentation, including financial powers of attorney, are completed accurately and efficiently.
Demonstrate a genuine interest in customer satisfaction, going above and beyond to exceed their expectations and address any concerns or questions they may have.
Leverage your experience in customer service or sales in the financial field to build rapport and establish long-term relationships with clients.
Utilize excellent verbal and written communication skills to effectively convey complex financial information in a clear and concise manner.
Demonstrate intellectual sharpness and high digital skills to navigate our systems and provide efficient and accurate support to customers.

looking for a Junior Customer Success Manager to join the CSM Group and focus on supporting our Customers Success Managers worldwide in building and monitoring customer engagement, long-term strategic projects and the deployments.
As a Junior Customer Success Manager, you will play a pivotal role in overseeing and managing the critical aspects of the customer life cycle, ensuring the successful completion of projects and ensuring that all project objectives are met in a timely and efficient manner.
The Junior Customer Success Manager is expected to provide direction, oversight, and supervision across all customer-related tasks performed by many different teams, to ensure successful completion of the CSM team's projects. Responsibilities will span across three key areas: bugs management, feature requests management, and deployment management.
This role is full time and is Herzliya, Israel based.
Responsibilities
Develop detailed plans for deployment, outlining steps, roles, responsibilities, timelines, and identifying potential risks.
Support our Customers Success Managers worldwide in building and monitoring the deployment plan.
Work closely with our product, data analytics, engineering and support teams to ensure the successful completion of projects in a timely and efficient manner.
End-to-end responsibility for managing and prioritizing technical tasks with engineering and support stakeholders.
Manage bug tracking, prioritization, and resolution utilize project management platforms such as Monday or Jira..
Validate release content, including the necessary bugs and features that the account needs.
Support building and maintaining metrics and dashboard, including Monday boards and new tools.

We are looking for a Customer Service unit manager to lead the service experience for customers and Your place is here if you have endless leadership abilities and charisma, as well as a love of service!
Responsibilities:
As part of the role, you will manage a unit of about 4 in-house employees, and 15 agents with all that entails, to meet the service goals, examine the processes, and strive for continuous improvement.
As part of the job, you will work with external suppliers and internal interfaces, deal with issues related to recruiting and retaining employees, and invest in identifying broad problems and finding high-level solutions.
The role includes focusing on the ability to create independence among users and improving the digital experience.
The role is from our offices in Raanana.

We are looking for an experienced professional to manage and oversee the daily operations of our different sites. You will be the one to ensure that the companys activity is well-coordinated and productive by managing procedures and coaching the staff.
The area of responsibility for this role requires thorough knowledge of diverse company processes. The ideal candidate must be competent and able to plan, execute and monitor multiple operational activities. He / She will oversee customer service and retention across all sites.
Understand company and departmental guidelines, policies, and procedures and implement them in everyday work.
The goal is to ensure the efficiency of the companys operations, and the quality and standard of the service we offer our members.
Responsibilities:
Manage all site teams and operational activity on our BE ALL sites.
In charge of staffing, training, and job performance standards and objectives.
Lead, guide and supervise the on-site teams in the processes of Clients retention, negotiations, and agreements renewals.
Supervise all client-related activities while ensuring the Companys high service standards.
Develop strategies and recommendations for improving Customer Relations and the overall operation of the department.
Develop and implement strategic policies to constantly improve client retention and expansion processes.
Oversee relationships and agreements with external vendors.
Work closely with various departments, including maintenance, finance, sales, and R&D.
Report to senior management, to ensure the delivery of excellent services across all aspects.

we are seeking a skilled and hands-on Senior Technical Account Manager .

The ideal candidate will have a proven track record working with enterprise customers with mission critical environments, ability to lead complex technical discussions and own customer relationships.

As a Senior Technical Account Manager, you will be at the forefront of our commitment to delivering unparalleled service to our top-tier customers in the EMEA region.

This role is pivotal in understanding our customers' business goals and priorities, proactively assisting them in achieving desired outcomes, and ensuring the efficient adoption of products.

If you thrive in a dynamic environment, excel at technical problem-solving, and are passionate about building lasting customer relationships, we invite you to be an integral part of our dedicated team.



What You'll Do:

Establish and nurture relationships with top-tier EMEA customers' decision-makers
Provide timely recommendations and proactive assistance to achieve customer outcomes
Serve as a guide, ensuring customers maximize the value of our products and services
Cultivate Trusted Advisor relationships, offering insights and strategic guidance
Ensure proactive communication during service disruptions, maintaining transparency.
Advocate for customers during high-severity cases, fostering long-term partnerships
Collaborate with Engineering and Product teams to address customer needs and drive improvements.

We are looking for a Data Engineer to be part of our all-star Customer Success Team, that spearheads the companys customer engagements, and play a critical role in our mission delivering a ground-breaking solution to the market.

The Customer Success Team is responsible for enabling customers to build new data science applications they could only dream of, building batch and real-time data pipelines using serverless distributed frameworks.

You can expect to drive Data Science Platform POCs for Data Scientists and their Data engineering teams, consult and implement data solutions within Tier1 enterprise customers.

What Youll Do:
Engage directly with customers on data science/engineering automation at scale including data pipeline acceleration and optimization.
Work closely with Data scientists and Date engineers.
Work directly with our teams of Solution Architect, Sales, Product Management and R&D, feeding requirements and priorities.

We are looking for an energetic, highly motivated and driven individual, a team player with a can do attitude, having a
strong B2B relationship experience, preferably in the Renewable Energy business.
Customer Success Managers are Trusted partners to our customers, transforming technology into tangible
business value.
As a CS Manager, you will own your accounts through managing relationships with users and decision
makers, while being accountable for customer journeys and satisfaction. In this role, youll have the opportunity to work
closely with Product, Marketing, Sales and R&D teams. This is a high-impact, hands-on and strategic role.
What Your Daily Work Will Look Like?
Manage customer accounts on all levels: technical, business, support and product, and help them to succeed.
Understand the customers key needs and ensure they know how to use our solution in order to answer
such key needs.
Build and execute an account relationship framework with regularly schedule status calls, quarterly business
reviews, and account documentation.
Monitor the usage and engagement levels of the customers and work together with them to optimize and
demonstrate constant value.
Serve as the primary customer contact and advocate for day-to-day and escalated issues and requests.
Create improvements together with the Product team and also propose/help develop UI/UX improvements, namely
based on his/her customer experience.
Support the Account Manager on follow-ups on renewals as well as encourage upsells and cross-sells.
Handling new feature releases and introducing new features.
Provide us with the customers ongoing feedbacks be the voice of the customer internally.
Provide customer with training and workshops.

Senior CSM Role and Responsibilities
At our companty we are passionate about bringing our innovative and content interactive platform to partners who seek to transform their users experience to smart revenues, and we are hiring a Programmatic CSM for our TLV Office.
What are some of the things you do on a day-to-day basis?
* Manage a book of business of programmatic publishers understand client strategic objectives & KPIs in order to be able to intelligently identify and execute opportunities, effectively upsell and grow the overall partnership
* Monitor, troubleshoot and optimize performance for different types of client integrations
* Use data analytics tools & dashboards on a daily basis to draw business conclusions and identify opportunities for growth
* Routinely meet & have weekly calls with your clients to share insights & potential initiatives and review overall performance, backed by data.
* Successfully create close relationships with key people in your book-of-business, to strengthen partnerships with clients and influence their business strategy & decision making
* Develop and execute long-term account plans and conduct QBR (quarterly business review) meetings with strategic clients
* Work very closely with Product Management to increase client engagement by building new features / improving products based on client feedback, as well as troubling technical issues.

Required Clinical Customer Success Manager
About The Position
A team dedicated to the alleviation of variability and disparity in the world of surgery. We do so by leveraging cutting-edge deep tech to understand what surgical best practices look like in the real world. Computer vision allows us to structure unstructured surgical footage. A variety of other AI tools help us understand context, then identify best practices to guide humans and robots and provide billions worldwide with access to safe and affordable surgical care.
Were looking for a Customer Success Manager who is a people person who loves to understand a complex problem and deliver a solution. If you love figuring it out, developing a plan directly to a customer, and working with a rockstar team of experts to help you deliver a state of the art product- this may be for you. If you enjoy a good laugh, a supportive/family-like environment, and the empowerment to show up and make meaningful decisions- even more for you!
Youll be a part of our team of like-minded professionals tackling a significant unmet need in healthcare. You can expect a high sense of ownership, a lot of responsibility, and endless room for growth.
Youll be responsible for:
Assessing the key goals and objectives that hospital leadership seek to achieve in implementing the Surgical Intelligence Platform
Responsible for executing contract renewals and uncovering areas of opportunity for upsell into additional ORs and cross sell into additional specialities within the institution.
Executing and delivering a proposed plan for onboarding and ongoing evaluation of success that includes leadership goal discovery, partnership kick-off with key stakeholders, and a frictionless onboarding structure that enables realized value early and often.
Orchestrating routine partnership reviews with key hospital stakeholders to assess analytics, evaluate performance against objectives, and establish new areas of opportunity for quality improvement.
High degree of lateral collaboration with critical internal teams including Product, R&D, Clinical Insights, and Marketing
Monitoring customer health relevant to key performance indicators and developing plans to drive proactive retention and growth.
Create a strong customer success culture, where the voice of the customer is heard
Feed customer insights back to the product and sales teams to maximize customer satisfaction and increase revenue per account
Comfortable working in an ever-changing environment and ability to adapt quickly
Like to work hard, have fun, and get sh*t done.

We are looking for an experienced Retention Manager to join our team and help us build our Retention department.
As the Head Of Retention, you will be responsible for ensuring high levels of customer satisfaction, driving continuous post-sales engagement, working with internal teams with a key focus on retention, minimizing churn and maximizing upsell rates that result in continuous renewal and upsell opportunities. The Retention team is responsible for building relationships and helping clients increase their workforce management through consultation, education, and support. Ideal candidates will have the ability to drive strategy coupled with a willingness to roll up their sleeves and execute the tactics.
Roles & Responsibilities
Managing daily, monthly and annual sales goals
Be the primary point of contact in driving and leading the Retention team
Take the customer through the client lifecycle to ensure ongoing success
Transform the way your clients invest in us and make decisions that contribute to their bottom line. Grow product adoption and use, educate the customer on the platform
Develop and manage trusted relationships with each customer and their decision makers
Perform customer onboarding and proactively alert customers of any impending issues
Gather valuable feedback from clients for continual product improvements
Work with internal teams to balance, meet and exceed customer expectations and perceptions
Drive for customer renewals and expansion and communicate any potential risks that may threaten it
Identify and develop new opportunities for expansion
Manage and optimize the customer life cycle
Regular reporting to executive leadership
Lead, build, mentor and train a high performing Retention team.