Job Description Summary:
As a Customer Success Manager, you will be responsible for maintaining and strengthening Enterprise strategic relationships with key leaders and decision makers in merchant organizations across International Markets. The Customer Success Manager is a trusted advisor, product consultant and a subject matter expert regarding our solutions. You will uncover and address strategic and product roadblocks to optimize the use of multiple company products and mitigate merchant churn. You will proactively address strategic and product roadblocks to enable use of multiple products and demonstrate clear value.
6+ years relevant work experience in customer-facing customer success, account management or strategic consulting organization. SaaS experience a benefit.
Proven track record of successfully managing multiple customers, developing opportunities, and exceeding new business targets
Experience in highly-professional customer service in a fast-paced, dynamic environment.
Ability to work well in a matrix environment, collaborating across multiple departments and influencing all levels within an organization
Excellent project and change management experience.
Fluent in Hebrew and English; any additional language will be an advantage
Partner with merchant portfolio to develop strategy, build trust, and demonstrate value of our solutions
Develop strategic relationships with merchant decision makers, including C-level and product owners
Empathize with every aspect of the customer experience, putting customers’ needs first.
Guide and coach customers with proactive customer success processes including ongoing use and optimization of existing product mix
Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
Manage existing portfolio growth by reviewing merchant operating model and identifying expansion opportunities
Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
Help drive customer success stories and case studies.