Atera Published: October 22, 2020
Job Type
Level of education
High school
Spoken Language needed
English
Level of Hebrew
Medium
Location of job
Tel Aviv/ Ramat Gan
How many relevant years experience do you require for the role:
1 year

Description

Atera’s customer success team has its finger on the pulse of our customers. We pride ourselves on providing top notch service while maintaining a low touch, no touch model.

The Junior Customer Success Manager (JCSM) is the eyes and ears for the entire team. Your goal is to get hands-on and learn about our customers’ needs and business workflow to ultimately cultivate long-term relationships and customer advocates. As part of the CSM team, you’ll be responsible for collecting feedback from churned customers, aggregating the data, and presenting actionable insights with the Product and R&D teams. In addition, you’ll be responsible for troubleshooting basic problems related to the accounts, such as billing, collection and technical inquiries

The Role
- Collect churn data from customers
- Aggregate churn data on monthly, quarterly and yearly basis to present clear status updates
- Handling basic billing, collection and technical problems
- Analyze key account statistics and performance metrics to identify pain points
- Proactively identify opportunities and optimization points for Atera’s clients
- Demonstrate Atera’s value to customers to ensure customer retentions
- Lead the knowledge sharing effort derived from the Voice of Customer (VOC)

Requirements

- Native English Speaker
- 1+ years of experience in a technical role (e.g support representative/ Account Management/ Project Management)
- Ability to understand complex technology and explain it simply
- Strong quantitative and analytical skills; ability to identify data trends
- Committed to customer satisfaction with a passion for customer success
- Ability to work in a fast-paced dynamic environment
- Superior organization and prioritization skills, with strong attention to detail
- Self-motivated, detail-oriented with strong communication and interpersonal skills
- Problem-solver, resourceful and independent
- Ability to meet KPIs and targets

Preferred qualifications
- Familiarity with Salesforce
- Familiarity with ChurnZero
- Solid understanding of IT infrastructures (Networks and Operating Systems)
- Solid understanding of customer lifecycle stages
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