An identity management company headquartered in Israel, provides critical, modular solutions to link physical and digital identities so that companies and their customers can confidently connect. Responsibilities: As a CSM you will be part of a global team whose mission is to enable our customers prevent fraud more effectively and win customers more efficiently. Establish an excellent rapport with customer contacts to become a trusted advisor.
Understand the business of our customers, internal processes, the business needs, technical requirements, and deadline scheduling in order to deliver value. Be the voice of the customer internally and ensure customer satisfaction by proving extraordinary value.
Partner with sales and be the technical expert while in pre-sale activities to bring opportunities to a closure. Establish and maintain customer satisfaction across named accounts from the on-boarding stage throughout their lifetime as a customer.
Monitor usage and product adoption, proactively contact clients upon low usage and deliver coaching/training to improve their utilization and adoption of new services. Leverage internal subject matter experts to help customers optimize their investment, ensure program objectives are being met, and measure the value of the solution to their organizations. Build and execute an account specific relationship framework inclusive of regularly schedule status calls, quarterly business reviews, account documentation, reference management, and account planning sessions.
Address customer problems directly, when possible, and educate them on how to do so themselves going forward. Ability to proactively and continually collaborate with clients and colleagues to ensure needed business outcomes.
Requirements: At least 5 years professional experience as Customer Success Manager in B2B companies.
Experience in SAAS/product companies.
Project management experience with excellent organizational skills Ability to proactively and continually collaborate with clients and colleagues to ensure needed business outcomes Ability to lead and motivate, develop clear and creative solutions to complex problems and manage multiple initiatives simultaneously.
Ability to work independently as well as to operate alongside global teams Strong analytical and problems solving skills.
Strong technical orientation.
Exceptional interpersonal communication skills.
Track record of successfully building and nurturing multi-level customer relationships Bachelor's Degree in exact sciences or engineering fields. English - must.
Willingness to travel ~ 25%
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