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Job Opportunity: Customer Success Manager

Date   Nov 17
Listing No.   IE261711
Sector   Customer Sales, Service, Support & Success
Region   South
City/Yishuv   Beer Sheva
Customer Success Manager
Looking to hire customer success manager a to join our team at this exciting stage of our company’s growth.

The new CS Manager (CSM) role is a highly visible, strategic position to empower customers to continue to transform their business and meet their objectives through our solutions. You will be responsible for ensuring the overall success of deployments and ongoing subscription renewals for our growing enterprise customer base. The CSM will work with customer executives, partners and across our teams to develop a holistic, deep view of customer requirements and objectives and define a strategy to help customers maximize the value of our solutions within their IT infrastructure.

This is a full-time position.

Key responsibilities and activities include:

Operating initially as a player/coach you will develop the Customer Success function and eventually manage, lead, mentor and train a small team of Customer Success Representatives.
Drive Renewals motion with the customer and lead the process in our teams for all renewal activities from opportunity identification to negotiation to close.
Understand customers’ and partners’ procurement process.
Identify ways for Customer Success team to monitor and identify usage trends to uncover renewal risks and support greater adoption rates
Build deep relationships with customer executives and partners to understand objectives and accelerate their path to value.
Identifies any ongoing training needs within the accounts and ensures those needs are met.
Creates and regularly review Customer Success dashboard and open case log regularly; reacts nimbly and escalates issues as required
Conduct quarterly onsite visits with specific customers, partners and account teams to ensure continued satisfaction.
Monitor and report on market and competitor activities and provide relevant reports and information & Analyze data and trends to identify growth opportunities.

Requirements (essential):

Excellent communication and presentation skills
Ability to negotiate contract terms and overcome pricing objections for Renewal opportunities
Process Expert: Strong process management skills and financial acumen with the ability to effectively develop and implement policies for forecasting, data quality and accuracy.
Proven long-term customer relationship development skills; passionate about customer success
Understanding of enterprise software implementations and ongoing support within large and small IT departments
Experience with subscription-based/SaaS software preferred
3+ years in a Customer Success or Account Management role in the enterprise software space
2+ years’ experience managing a team of Customer Success representatives.
Education: Bachelor’s degree.

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