לוח משרות דרושים Customer Success Manager בנתניה

We are seeking an accomplished and strategic Senior Director of EMEA Customer Success to lead and expand our Customer Success organization across the EMEA region.
As a Senior Director of EMEA Customer Success, you will...
Lead, staff, and strategically grow the EMEA Customer Success organization, encompassing multiple teams and locations across EMEA
Provide executive leadership and strategic direction to Customer Success Managers and Technical Success Managers, fostering a high-performance culture and ensuring operational excellence across all EMEA teams
Provide leadership through coaching, feedback, development goals, and performance management
Mentor managers and team members with regards to the customer journey and driving customer happiness and help the team adopt and establish value in the products and platform
Work with the internal teams like Account teams, Product, Solution Engineering, Training, and external customer stakeholders to formulate/maintain a Success Plan outlining how we address our immediate and future needs (with success metrics)
Refine and implement the methods, procedures, tools, and policies to ensure high-quality service is delivered to customers
Well-versed in using case management systems and CRMs (e.g., SFDC / JIRA) and strong analytical and organizational skills, with the ability to understand and review the financial return or ROI on the customers investment
Maintain a deep understanding of our product and roadmap, so you can guide customers to success so you can help drive up their Adoption Score, and ensure a high level of technical knowledge is maintained within the Customer Success Team
Establish and manage communication channels within and among departments. Act as the liaison to provide customer feedback to the Senior Management Team
Work with your team to schedule, prepare, and deliver Business Reviews for customers, with the top priority of proving ROI that leads to renewals, expansion, and adoption
Own and drive customer adoption and usage for the customers and help your team Increase customer adoption of key platform features and best practices to maximize ROI, ensuring the basis for retention, satisfaction, and growth
Understand the customers industry trends, business challenges with the platform, and current and potential use cases for our customers and develop and nurture our champions within your customers organization who advocate for the platform based on their positive experience
Engage customers senior decision makers to understand their evolving strategy and shaping Success Planning informed by these goals, and serve as the voice of the customer and provide internal feedback on how we can better serve them to maximize customer value and retention
Partner with the Account Team (Account Executives, Sales Engineers, Support Engineers, etc.) to ensure that customers renew and expand usage and monitor customer user trends and health to recommend to internal teams risk mitigation actions (Product, Support, Services, etc.).

Required Customer Success Knowledge Manager
Self-service is a top priority, sponsored directly by company Leadership. Content and Self-Service are at the core of our Customer Success strategy, both internally for our team and colleagues and externally for our customers.
As a Customer Success Knowledge Manager you will...
Transform the way content is presented to our customers by implementing innovative solutions in our Help Center
Manage and direct the creation of professional and creative content
Work with the teams researchers to measure content effectiveness, set targets, and if necessary revise content until user targets are met and engagement increases
Work with the teams developers to automate publication and validation processes
Interact with our customers to better understand how they use our content
Foster a culture of knowledge-sharing, contribution, and transparency
Build relationships and identify partners across the organization to help promote a knowledge everywhere approach.

#Hybrid Join Us. Make Your Imprint. Novidea is an insurance technology company solving the toughest challenges faced by insurance brokers, agencies, MGAs and coverholders. Our innovative, data -driven insurance software platform allows users to manage the entire policy lifecycle across all lines of business, using data to inform every business decision, cross-sell and up-sell.
Whats the Job? As a Customer Success Manager in Novidea youll ensure that our customers achieve their desired outcomes with the product by providing onboarding, support, and ongoing guidance, while fostering strong relationships to drive retention, expansion, and satisfaction.
What Youll Do
* Customer Relationship Management: Building and maintaining strong, positive relationships with customers to ensure they are satisfied and engaged with the product.
* Education and Enablement: Providing training, resources, and guidance to help customers fully utilize the product.
* Providing solutions of the product designing and implementing enhancements based on the platform
* Working closely with the product team providing the voice of the customer and communicating to clients product updates and features
* Working with the delivery teams designing needs and deliverables, based on requests for changes of clients
* Proactive Engagement: Regularly checking in with customers to address any issues, gather feedback, and ensure they are getting the most out of the product.
* Monitoring Customer Health: Using tools and metrics to monitor customer usage and satisfaction levels
* Renewal processes: involvement in annual renewals, especially if the customer is considering expanding, downgrading, or leaving the solution.