דרושים » מכירות » Account Manager (Service & Sales)

As an Account Manager on the Enterprise team, you will manage a portfolio of strategic enterprise customers and help them maximise the value they get . Youll take a consultative approach, building trusted relationships across commercial, finance, operations, product and technology stakeholders, while identifying opportunities to increase adoption, retain customers and expand their use of products and markets. You will combine strategic account planning with hands-on ownership of upsells, escalations, onboarding and complex customer initiatives across the implementation, API activation and growth phases. This is a quota-carrying commercial role based in Tel Aviv.

Responsibilities

Grow gross profit from existing customer accounts, manage operational success and pursue upsell and cross-sell opportunities across product suite

Build and execute strategic account plans, including customer objectives, stakeholder maps, risks, renewal plans and 12- to 18-month growth opportunities

Lead renewals, commercial negotiations and expansion opportunities, using data and customer insight to improve retention and drive net revenue retention

Build trusted relationships with senior customer stakeholders and run effective business reviews that demonstrate value, address risks and align on future priorities

Project manage complex customer initiatives across several technical and non-technical domains, coordinating Sales, Product, Solutions Engineering, Operations, KYC and Onboarding, Legal and Customer Success

Be proactive in identifying and solving client challenges before they become risks

Maintain accurate CRM records, opportunity tracking and forecasts, and report weekly and monthly performance against KPIs, metrics and targets

Ensure the best possible customer experience throughout onboarding and beyond

We are looking for an experienced Knowledge and Training Specialist with a background in Customer Success Management to join our Customer Care team. If you're passionate about empowering teams, enhancing customer experiences, and driving operational excellence, wed love to hear from you! In this role, you will lead onboarding and continuous training for Customer Success Managers (CSMs) and Customer Care agents while also developing scalable knowledge solutions that align with our business goals. You will collaborate closely with leadership to identify knowledge gaps and create training programs that improve service quality, retention, and engagement.
What am I going to do?:

* Design and lead comprehensive onboarding and ongoing development programs for Customer Care.
* Working with different stakeholders (as part of the product enablement part of the role)
* Develop, maintain, and optimize training materials, knowledge base articles, and best practice guides in English.
* Verify the accuracy of knowledge content through data analysis, research, and testing to ensure relevance and effectiveness.
* Manage and enhance learning journeys within the LMS system.
* Monitor training effectiveness and provide recommendations based on performance data and feedback.
* Stay up to date on customer care methodologies, industry trends, and emerging best practices.
Equal opportunities:
At Fiverr, we're not about checklists. If you don't meet 100% of the requirements for this role but still feel passionate about the position and think you have the right skills and qualifications to excel at it, we want to hear from you. At Fiverr, we prioritize diversity. We celebrate difference and embed it into every aspect of our workplace and product, as well as our community. Fiverr is proud and committed to providing equal opportunity employment to all individuals regardless of race, color, religion, sex, sexual orientation, citizenship, national origin, disability, Veteran status, or any other characteristic protected by law. In addition, Fiverr will provide accommodation to individuals with disabilities or a special need.

As an SME Account Manager, you will build relationships with our existing customers to ensure they get the tools and support they need to achieve their goals. Youll act as the bridge between the customer and the wider team, bringing an in-depth understanding of each customers needs and how can support them. Youll operate in a fast-paced, scaling environment, providing senior-level support across the Israel and EMEA business and helping to evaluate and scale our Account Management strategy.

Responsibilities

Own and grow a portfolio of strategic accounts, developing account plans, increasing product adoption, deepening relationships and driving expansion through regular strategic customer engagements

Identify, develop and close upsell and expansion opportunities, proactively managing them through the sales cycle from identification to close and revenue realisation

Act as a trusted advisor to customers, understanding their business, industry and goals to help them the value of and identify opportunities to support their growth

Lead complex commercial negotiations, including bespoke commercial agreements, multi-product solutions and high-value expansion opportunities

Translate customer needs into solutions, understanding technical requirements and working across multiple products to develop compelling, commercially viable solutions

Operate with ownership and agility, working independently, navigating ambiguity and adapting quickly in a fast-paced, changing environment

Consistently achieve or exceed KPIs and revenue targets, staying curious about an evolving technology landscape and able to articulate its value to customers

You will join the Client Enablement (CE) team, working to build a seamless customer product onboarding and configuration experience for customers across the EMEA and globally. In this role, you will work with various internal stakeholders to ensure client accounts are ready for transaction and that client transactions can be processed smoothly in production environments. You will partner closely with Commercial, Solution Engineering, and Product teams to configure pricing and account capabilities, while identifying opportunities to improve the onboarding experience at scale. The CE team is small but business critical, and you will play a key role in providing a positive initial experience with the platform as the EMEA business continues to grow.


Responsibilities:

Be a key source of knowledge on configuration topics across product domains for both pricing and capability configuration details.

Work with account executives to amend account pricings per the commercial teams request.

Co-work with solution engineers globally to gather, validate, and apply configuration requests to enable capabilities suiting client business and technical needs.

Collaborate closely with commercial, operations, and product teams to gather, evaluate, and improvement opportunities within platform client onboarding processes.

Develop and manage on-shore functional programs and projects that enable EMEA operational and organisational goals.

Maintain and update customer account settings and pricing throughout the lifecycle of their relationship , ensuring accuracy and consistency across configurations.

Required Customer Experience Associate
About The Position
We are a company at the forefront of helping small businesses succeed. Our all-in-one platform empowers over 40 million entrepreneurs worldwide to launch, manage, and grow their businesses. At the heart of our solution is the Guidance Engine, which creates a personalized plan for every new business and simplifies the entire journey - from the first idea to long-term growth. More than just providing tools, we see ourselves as partners to our customers, offering a support system and practical guidance throughout their business-building journey.
About the Role:
Our Customer Experience (CX) team is the face and heartbeat of helping our customers succeed. Were looking for a Customer Experience Associate who lives and breathes CX - youll be the point of contact for our customers across multiple channels, and the quality of every interaction you deliver will directly shape how customers feel about us.
In this role, you will:
Provide multi-channel support (tickets, chat, phone), ensuring every interaction is empathetic, professional, and solution-driven.
Become an expert in our products and proactively help customers unlock their full value.
Champion the customer voice internally-sharing insights and feedback that turn into actionable changes to influence our product, training, and processes.
Identify knowledge gaps, simplify flows, and suggest improvements that elevate the overall experience.
Collaborate with teammates and cross-functional partners to drive a seamless, customer-first journey.

As SMB Onboarding Manager, you will lead customers through their first and most critical phase with our product - onboarding. Youll partner with small and growing businesses to ensure they successfully adopt and implement solution, driving measurable value and setting the foundation for long-term success.

Key Responsibilities:

Managing the end-to-end onboarding process for SMB customers, from kick-off call to activation
Delivering tailored training sessions to help clients configure and implement based on their unique business needs
Guiding customers to quick wins that showcase the platforms value and increase adoption
Ensuring customers establish strong usage habits that drive retention and satisfaction
Identifying at-risk clients early and creating proactive strategies to mitigate churn
Becoming the customer advocate , collaborating with Product, Development, and Customer Success teams to ensure customer needs are heard
Continuously optimizing the onboarding process to improve efficiency, scalability, and customer experience