By creating an AI-powered IT platform, all-in-one Remote Monitoring and Management (RMM) Helpdesk, Ticketing, and Reporting solution helps more than 23,000 IT pros achieve 10X operational efficiency, cut down time-to-resolution, and deliver better outcomes faster. Located in the heart of Tel-Aviv, our team of passionate, like-minded individuals is driven by a shared mission to unleash everyone’s potential and constantly innovate. We create an open, transparent, and supportive environment that gives our teams the autonomy, resources, and freedom to thrive.
Our Customer Success Managers are the face of to our clients. Your goal is to learn as much as possible about our customers needs and their business workflow. As a Customer Success Manager (CSM) for our Strategic team, you will be expected to deliver value and ROI to largest clients. These long-lasting relationships are built via exceptional customer service, understanding customers technical needs, challenges, complex working environments and top-notch onboarding of new customers. As a part of the Strategic CSM team, you will be responsible for the success of the account, managing the partnership, monitoring, analyzing and optimizing the data and working towards quarterly targets and KPIs.
Responsibilities:
Serve as the primary point of contact between clients and the team
Build and maintain strong relationships with clients
Onboard new customers and conduct ongoing quarterly Business Reviews
Lead value-driven conversations with your customers
Serve as a technical authority for customer’s queries on the Platform.
Analyze key account statistics and performance metrics to identify pain points.
Educate clients on how to best use platform, aka best practices
Proactively identify (growth) opportunities and optimization points for clients
Organically grow your portfolio of clients by delivering additional solutions and tools based on business needs
Demonstrate the continuous value of solutions by keeping high retention rates
Lead online walk-throughs, webinars, consultations, and one-on-one demos for a full onboarding experience
Native English Speaker (or native level) mandatory !
5+ years of experience in a technical and customer facing role, managing large VIP customers
Flexibility to work US hours, Monday-Friday
Understanding of IT infrastructures (Networks and Operation Systems) or interest and readiness to learn
Solid understanding of customer lifecycle stages
Ability to understand complex technology and explain it simply
Strong quantitative and analytical skills; ability to identify data trends
A proven record of retaining, developing and growing multiple client relationships
Committed to customer satisfaction with a passion for customer success
Ability to work in a fast-paced dynamic environment
Superior organization and prioritization skills, with strong attention to detail
Self-motivated, detail-oriented with strong communication and interpersonal skills
Problem-solver, resourceful and independent
