Jr. Customer Success Manager
Location:
North Israel
Our client has a cool SaaS analytics and monitoring solution that empowers eCommerce companies to detect, prioritize, and resolve customer experience roadblocks. Their CS team is growing fast and we invite you to join their team of A-players as they continue to innovate and deliver strong value to clients worldwide.
The Customer Success Manager will need to combine great people skills with a mature and strategic business understanding, in order to help clients generate value while building long-lasting personal relationships.
The focus of the Customer Success role is to help our customers achieve their tactical and strategic goals (customer outcomes) through the use of their platform and supporting services.
The role includes working closely with sales and product teams.
Responsibilities
Customer Onboarding - lead the customer onboarding process and provide a great customer experience, identifying customer needs.
Relationship building - build a value-driven relationship with customers and drive multi-touch relationships within your accounts.
Battling churn - Identify and track early churn signals, identify the risk of churn clients, and lead churn prevention initiatives.
Product adoption - helping clients reach their business goals through the identification of relevant outcomes and use cases and bridging the gap between the platform and their outcomes.
ROI realization - help clients identify the ROI from our platform.
On-going value delivery - work through ongoing cadences to deliver insights to our customers, share product updates, and connect them to client use cases.
Product enhancement - identify, prioritize, and communicate new product features requested from customers.
Lead on-site client meetings, workshops, and EBRs.
Lead renewal and up-sell initiatives
Establish and maintain expert-level knowledge of product capabilities
What you will need
A minimum of 1-3 years in a customer-facing role as an Account Manager or Customer Success Manager in a SaaS technology environment
Strong business understanding of online business
Great interpersonal skills and high emotional intelligence
Strong communication, presentation, and analytical skills
Experience in generating and delivering business insights to clients
Mother tongue level English, both verbal and written
A process-oriented approach
A proactive mindset
A consulting mindset, with critical thinking and creative problem-solving skills
Advantages
Strong analytical skills
Experience in high-growth startups
Vast experience working with eCommerce platforms such as Magento and Shopify
Strong understanding of e-commerce sites and underlying technologies such as javascript, HTML, Google Tag Manager, developer console