Director of Customer Success, Onboarding & Support

A successful, well funded, dynamic start-up company, located in the heart of TLV is looking for a Director of Customer Onboarding & Support to join the Customer Success Management team in Tel Aviv.

Responsibilities-

· Manage our onboarding and support teams

·      Ensure successful onboarding of our new customers by handholding them in their first steps. This includes:

• Proper Kick-off, setup& set of expectations
• Extensive training and knowledge transfer of our solutions
• Weekly meetings to monitor progress and drive usage
• Implement advanced technical solutions such as integrations and product enhancements as needed
• Ensure a smooth transition to ongoing customer success teams once onboarding is completed

 · Oversee our support team activities. This includes:

• Handling all customer tickets and urgent requests while meeting aggressive SLA
• Act as the main point of contact for customer escalations and drive to resolution with our technical teams (operations, product, R&D)
• Managing an offshore team
• Responsibility on all support platforms (Zendesk, NPS, and others) and vendor relations associated with that
• Constant monitoring of support KPIs as well as presenting ongoing status and reporting to management

· Oversee and manage our ongoing EMEA customers.:

• Develop and deepen relationships with clients to ensure overall customer success and client satisfaction
• Become a strategic partner with our clients to ensure accounts are being retained
• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty
• Ensure product adoption and focus on expansion opportunities
• Proactively consult with our customers to fully understand their needs and actively solve pain points
• Exceed target goals by maintaining a high retention rate and ensure renewals

· Overall responsibility on our customer portals - making sure it is always up to date with the latest product contents while ensuring ease of use for our customers

· Lead all digital customer communications - Product releases, new feature requests, Customer satisfaction surveys (NPS), customer campaigns, etc.

· Lead customer success special projects as needed - new product launch, migrations of services introduced from M&A or 3rd party vendors, etc.