Customer Success Manager (German/ French proficient)

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 Customer Success Manager (CSM) 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.

Responsibilities:

• 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:

Requirements:

• Native German/ French Speaker (or native level) and professional fluency in English– mandatory!
• 2+ years of experience in a technical role (e.g CSM/ support representative/ Account Management)
• Flexibility to work US hours
• Availability to work Monday-Friday
• 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
  
  

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, time off to relax and recharge, community volunteer days, an annual budget to support your learning & growth, a company paid trip and lots more.

More 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.