דרושים » שירות לקוחות » Global Customer Success Enablement Manager

Power the Future with us! We're a global leader in smart energy technology, with over 3,000 employees, offices in 34 countries, and millions of installations worldwide. Our innovative solutions include solar inverters, battery Storage, backup systems, EV charging, and AI-based energy management. We're committed to making clean, green energy the primary power source for homes, businesses, and beyond. With the growing demand for electricity, the need for smart, clean energy sources is constantly rising. We offer amazing opportunities to develop your skills in a multidisciplinary environment, covering everything from research and development to production and customer supply. Work with talented colleagues, tackle exciting challenges, and help create a sustainable future in an industry that's always evolving and innovating. Join us and be part of a company that values creativity, agility, and impactful work. We are seeking a Director of Service IL to lead our Israeli service organization. This role oversees all aspects of customer service strategy, policies, objectives, and operations. The Director is responsible for ensuring an exceptional customer experience while delivering world-class services and driving the success of the service business. The role involves managing a multidisciplinary team that includes field technicians and engineers, installers, service center representatives, and service support tiers. What you'll be doing:
* Build and lead a high-performance regional Service team to increase customer satisfaction, and establish Service as a unique selling proposition for us.
* Build long-term relationships with strategic customers and become their trusted advisor.
* Develop customer incentive and retention programs based on service contracts, working closely with the sales team to strengthen customer loyalty and boost revenue.
* Manage and develop the Israeli service team, including hiring, training, performance management, and fostering employee satisfaction and growth.
* Ensure all customer inquiries are handled professionally, accurately, and in a timely manner.
* Monitor business and operational process metrics to measure and improve customer service effectiveness and efficiency
* Define and continuously improve the local Service setup, including the Support Center, Field Service, and service-related administrative tasks such as local logistics.
* Manage the local technical escalation process (CSR - Tier 1 - Tier 2).
* Oversee subcontractor management, ensuring service quality and professionalism.
* Ensure efficient and accurate execution of service-related activities.
Country:
Israel
City:
Herzliya

We are looking for an outstanding Customer Support operation to join our team and be part of an amazing group that takes care of the world largest enterprise customers. We are always there to protect our customers' data in every hardware/software problem they have, and We do that in 24/7 shifts, combining working from home and from our office at Herzliya Pituach. This role is highly operational and always grows in scope and responsibilities. This is a great team to join in and grow from, at a company that has a very well-established product-market fit. We need someone that shares this commitment and mission. If multitasking, outstanding customer support and teamwork are no strangers to you - your place is with us.
Responsibilities:

* Initiate and manage all on-site customer activities - logistically and operationally
* Engage with a variety of teams and interests (Tier-3 Support, Technical Advisers, Global Operations etc.)
* Provide initial assistance to incoming phone calls and email queries related to our product
* Maintain and constantly improve an internal knowledge base and workflows