לוח משרות דרושים Customer Success Manager

As a Customer Success Program Manager, you will be responsible for building and maintaining our one-to-many customer engagement program for our small customers. Creativity and data-driven skills will be key as the Program Manager will need to develop new engagement and adoption techniques to drive customer success at scale.

Responsibilities:
Develop and deliver the one-to-many offering to drive customer retention and growth at scale.
Implement digital methods (webinars, campaigns, on-demand education, customer automations) to drive engagement, increase product adoption and overall value delivered to customers.
Serve as a point of contact for Small accounts to drive upsells and renegotiations.
Analyze customer data to identify trends, opportunities and optimization at scale.
Work closely with cross-departments (Product, Strategy, Marketing) to share the voice of the customer, improve our self-service offering and deliver a holistic customer experience.

The Solution Expert will act as the technical trusted advisor for the customer and be responsible for building the solution and leading the onboarding process through implementation, configuration, and integrations.

Your day-to-day tasks will include customer meetings and calls, understanding of the customers business workflows and requirements, and the building of the specific solution for them.

You will be responsible for configuring the software, answering questions, and ensuring the client is satisfied with the solution. You'll lead technical sessions, work closely with Customer Success, Support, and Product teams, and will be the go-to person for any technical solutions. It's a great opportunity for those who are thrilled by the combination of customer-facing and technical and logical processes!

We are searching for a Customer Success Manager who is not just any ordinary candidate, but a trailblazer with extensive experience in customer management and value delivery. As an integral part of our customer-facing team, you will lead the delivery of an innovative solution that focuses on outsmarting fraud using cutting-edge technology. Our goal is to equip our clients with the ultimate defense against chargebacks, thereby increasing their revenue and profit margins. Join us on this exciting journey to transform the battle against fraud.



Your Arena:

Manage post-sale engagement from onboarding and integration through value demonstration to successful retention and expansion.
Create trusted-advisor-level relationships with relevant stakeholders (IC to C-level) to ensure constant delivery and advertisement of core and incremental value, KPI-oriented activities, and positive ROI.
Support clients by conducting training sessions, webinars, and meetings to promote the product and platform across all levels to empower our clients growth efforts and chargeback impact on the business.
Understand client needs and assist with development prioritization, feature alignment, and overall product evolution according to Chargflows strategic roadmap and market trends.
Cultivate a customer-centric mentality while collaborating closely with the product and sales teams to provide the VOC and communicate customer feedback to strengthen operational components around insights, growth, retention, and expansions.

We are looking for someone passionate about creating a top-notch customer experience and building strong relationships with our customers.

As a Customer Experience Associate, you will be the first point of contact for our tenants and responsible for all communications between them and our team.

In this role you will
Be responsible for providing outstanding support to customers through various channels.
Focus on consistently achieving high customer satisfaction while complying with SLA targets.
Provide professional support to all types of issues during business hours, and to guest emergencies at all times according to on-call duty.
Take ownership of customer issues and follow from problem to resolution.
Contribute ideas and practical solutions to ensure customer satisfaction.
Contribute to team projects by accomplishing related tasks as needed.
Collect valuable customer feedback to improve our physical and digital products.
Build sustainable relationships, tools, and methods, and play a significant role in a fast-growing company.

We are a leading provider of sales engagement and revenue optimization solutions, empowering businesses to streamline their sales processes and drive growth. As a company that advocates a customer-first approach, we're known for our professional Success team and are hiring a Customer Success Manager who will ensure that our full functionality and offerings are being leveraged, maximizing the value of each customers subscription. As a Customer Success Manager, you will serve as the trusted point of contact for our customers and lead our customers step by step during the onboarding and ongoing process. Your main goal is to build strong relationships with customers, while making sure they are satisfied with the product, maintain high retention, and maximize expansion opportunities. You will be responsible for leading and doing the implementation process, at a hands-on level, leading training sessions, and making sure the customer is satisfied with the solution and process.
Your day-to-day will include:
* Managing portfolio of mid-market customers, in different stages in their journey.
* Leading customer meetings on a daily basis, training sessions, QBRs, follow-ups and more.
* Understanding customers' business objectives and proactively identifying opportunities to drive value and ROI.
* Serving as a trusted advisor to customers, offering guidance and best practices to optimize their usage and adoption of the platform.
* Collaborating with cross-functional teams, including Sales, Product, and Support, to advocate for customer needs and ensure a seamless customer experience.
* Conduct regular business reviews with customers and proactively identify and address any issues or concerns to ensure customer satisfaction and retention.
* Identifying upsell and expansion opportunities within existing accounts, working closely with the Sales team.

We are looking for an experienced, dynamic and results-driven Head of Customer Success to lead and build our growing world-class customer success team. As the Head of Customer Success, you will play a pivotal role in shaping and executing our customer success strategy, pushing for process improvement, aligning the GTM and customer journey and leading the team to exceed critical business objectives and performance targets.
General Responsibilities:
Leadership: Build and lead a high-performing customer success team, providing guidance, mentorship, and strategic direction.
Customer Success Strategy: Develop and implement a comprehensive customer success strategy that aligns with the company's goals and ensures customer satisfaction, retention, and advocacy. Define clear customer success goals, KPIs, and metrics to measure customer satisfaction and retention.
Customer Relationship Management: Establish strong relationships with key customers, understanding their needs, and collaborating with internal teams to address and exceed customer expectations.
Onboarding and Adoption: Oversee the onboarding process for new customers, ensuring a smooth transition and driving product adoption to maximize customer value.
Retention and Expansion: Develop initiatives to retain and grow customer accounts, identifying upsell and cross-sell opportunities to drive revenue.
Cross company collaboration: Collaborate with sales, product, and support teams to ensure a seamless customer experience.

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.