לוח משרות דרושים Customer Success Manager בנתניה

We are seeking an experienced and passionate Research Manager to lead our Customer Success applied research team. In this pivotal role, you will lead a dedicated team of researchers focused on understanding our customers needs, experiences, and interactions with our products, and identify proactive paths to enhance customer experience.
As a Research Manager in Customer Success you will
Manage and mentor a team of researchers and analysts, providing guidance on research methods, project execution, and professional development
Foster a collaborative and innovative team environment that encourages creativity and knowledge shari
Strong leadership and team management skills, with a track record of developing high-performing teams
Tap into an existing experimental research framework and facilitate its execution at scale
Develop and implement a comprehensive research strategy that aligns with the goals of the Customer Success group and the broader organization
Oversee the design, execution, and analysis of qualitative and quantitative research projects to gather insights about customer behavior, preferences, and pain points
Translate complex research findings into actionable insights and recommendations for Customer Success, Product, and additional groups
Identify opportunities for improving customer engagement and loyalty based on research findings
Collaborate with stakeholders across Customer Success, Product Management, Marketing, and Sales to ensure research efforts are aligned with business objectives
Work closely with the developers in the Customer Success Applied Research group to align the development of internal research tools
Prepare and present research findings and recommendations to senior leadership and stakeholders in an easily digestible format
Champion the voice of the customer across the organization by effectively communicating insights from customers and advocating for their needs
Mentor and develop team members, fostering a culture of continuous learning, growth, and excellence
Stay up-to-date with industry trends, best practices, and emerging technologies related to customer experience and research methodology

Were looking for a talented and experienced Technical Success Manager to enable outcome-focused engagements with customers, focusing on three aspects:
Accelerate adoption of products and value realization.
Explore new opportunities for expansion by understanding the scope of customer use cases.
Enhance customer loyalty.
As a Technical Success Manager you will
Be the customers trusted advisor
Focus on the customers continuous interactions with , the customers lifetime value, and the associated NPS/CSAT scores
Assist our customers in creating an adoption/rollout plan to ensure they are confident in successfully embedding the Platform
Provide Service to the Sales team by focusing on customers strategy, and make sure the Platform helps customers achieve their goals, enabling the Sales account manager to be there when customers need them and to get renewals and upsells done on time
Formulate and deliver projects by collaborating with customers based on agreed-upon timelines
Work with the Solution Engineering and Professional Services teams to ensure all customers complete their projects in a timely and successfully
Monitor the customer's health and their perception of the brand by becoming a Platform Health Expert
By effectively communicating technical knowledge and operational excellence to customers on best practices, and ensuring they maintain a healthy platform
Be the first point of escalation
Develop a full understanding of the Platform, including:
The value proposition and sales messaging
Out-of-the-box reporting where needed
Success journey planning and execution
Continuous communication and working relationship

Customer Support Manager (CSM) The Customer Support Manager is a key role responsible for the overall post-delivery support of the companys systems and products.
This position oversees the ongoing, professional, and proactive management of customer service operations, ensuring compliance with SLA targets, maintaining high customer satisfaction, and coordinating all service-related activities internal and external stakeholders.
Key Responsibilities
- Manage all customer service activities during warranty periods and under support/service agreements.
- Maintain direct and ongoing communication with customers and/or end users, including professional support, proactive service initiatives, and coordination of on-site activities.
- Provide initial Help desk support, including full documentation and tracking of all service requests in the PRIORITY system.
- Ensure availability of inventory in service warehouses and customer sites according to contractual requirements.
- Monitor and ensure compliance with SLA and TAT (response and repair times) targets.
- Coordinate and dispatch field service technicians and rapid response teams based on project needs and maintenance contracts.
- Take full ownership of service calls from initiation to closure, including documentation of Service Request Forms and service reports.
- Track, monitor, and report on service performance metrics and KPIs.
- Develop, manage, and sell follow-on service programs, including maintenance agreements, training contracts, and additional services.
- Handle order processing, shipment coordination (domestic & international), and tracking of spare parts, TEST equipment, and support tools.
- Work closely with Engineering, Manufacturing, Planning, Procurement, Logistics, Quality, and ILS teams.
- Manage operational and budgetary aspects of service activities.
- Drive customer satisfaction improvements in maintenance services, including feedback collection, root cause analysis, and implementation of service improvements.