We are seeking an experienced and dedicated individual to join our team as a Senior Customer Success Manager, providing direction and leadership to our international team of customer support and success agents.
Reporting to the Executive Manager of Operations, the successful candidate will play a crucial role in ensuring customer satisfaction and driving growth. If you have a proven track record in Account Management and possess strong leadership skills, we invite you to apply.
Job Responsibilities:
- Lead and support a team of customer success managers.
- Develop and implement strategies to drive customer retention and expansion.
- Monitor and analyze key performance indicators to measure success.
- Organize and facilitate training to enhance team skills and capabilities.
- Encourage personal goals and development.
- Monitor industry trends and best practices to stay informed and provide relevant training.
- Maintain existing policy and procedure documents.
- Generate and present regular reports on account performance and team achievements.
- Weekly one-to-one meetings with Customer Service managers to track and report on individual KPIs and processes, offering guidance and advice where necessary.
- Produce monthly summary management reports on retention, churn, and technical support cases.
- Identify concerns inhibiting client growth and retention.
Job Requirements:
- Native-level English speaker with strong written and verbal communication skills.
- Minimum of five years in Customer Success and Support.
- Two years in a management role, demonstrating leadership skills.
- High energy with strong communication and presentation skills, highly organized and collaborative.
- Experience in building and maintaining relationships with customers.
- Empathetic, positive attitude with a desire to help our team and customers reach their goals.
- Organizational, time-management, and decision-making skills.
- Passion for technology.
- Salesforce experience is a plus.
This is a hybrid position that requires three in-office work days.
Apply here: https://www.nbn.org.il/jobboard/job/international-customer-success-manager/
