About Atera

Atera is inventing a new way of managing IT end-to-end for IT professionals and IT teams around the world.

By creating an AI-powered IT platform, Atera's all-in-one Remote Monitoring and Management (RMM) Helpdesk, Ticketing, and Reporting solution helps more than 23,000 IT pros achieve 10X operational efficiency, cut down time-to-resolution, and deliver better outcomes faster. Located in the heart of Tel-Aviv, our team of passionate, like-minded individuals is driven by a shared mission to unleash everyone's potential and constantly innovate. We create an open, transparent, and supportive environment that gives our teams the autonomy, resources, and freedom to thrive.

As a Customer Experience Specialist, you will play a critical role in ensuring our customers have a seamless and positive experience with our platform. You will manage customer contracts and oversee the tool that delivers in-app guides and walkthroughs, ensuring customers can navigate our software with ease. This role requires a high level of attention to detail and the ability to collaborate effectively with various departments.

Responsibilities:

Customer Contract Management:

Oversee and manage all aspects of customer contracts, ensuring high levels of accuracy and meeting our SLA policies.
Handle contract renewals, amendments, and terminations efficiently.
Maintain detailed records of all customer interactions and contract changes.
Liaise with Customer Success Managers and other teams within the company to resolve any contract-related issues.

In-App Guide and Walkthrough Management:

Develop, implement, and manage in-app guides and walkthroughs to assist users in navigating our platform.
Continuously update and improve guides based on user feedback and software updates.
Collaborate with the product and R&D teams to ensure guides are aligned with current features and functionality.
Monitor the usage and effectiveness of in-app guides, making adjustments as necessary to improve user experience.

Requirements:

Requirements:

2+ years of experience in customer experience, customer success, or a related role, ideally in a B2B, SaaS company.
Experience in the tech industry, particularly with RMM and PSA platforms - Advantage.
Bachelor's degree in Business, Marketing, Communications, or a related field.
Proficiency with customer relationship management (Salesforce) software.
Knowledge of Customer Journey’s.
Familiarity with creating and managing in-app guides or similar tools (AppCues experience a plus).
Fluent in English - Must.
Problem-solving skills and the ability to handle complex interdepartmental issues.
Customer-centric mindset with a passion for enhancing customer experiences.
Excellent attention to detail and organizational skills.
Strong communication and interpersonal skills.
Ability to work independently and as part of a team.
Ability to adapt to a fast-paced, dynamic work environment.
Proactive and self-motivated with a continuous improvement mindset.

Some of our benefits

Atera is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time to learn from your teammates and contemporaries, time off to relax and recharge, community volunteer days, an annual budget to support your learning & growth, a company paid trip and lots more.