Customer Success Representative

RapNet Customer Success Representative

The Rapaport Group is an international network of companies providing added-value services that support the development of ethical, transparent, competitive, and efficient diamond and jewelry markets. RapNet, a division of the Rapaport Group, is an online B2B diamond and jewelry marketplace catering to thousands of diamond and jewelry manufacturers, dealers, and retailers internationally. We are looking for a Customer Success Representative to join our team.

Reporting to the Customer Success Manager, the Customer Success Representative will serve as the trusted point of contact for RapNet’s customers, beginning from post-sale and extending through onboarding, subscription renewals, and upgrades. This job is perfect for you if you love people, solving problems, and helping customers succeed. As a Customer Success Representative, you will grow, be challenged and no day will be the same.

The Customer Success Representative will proactively engage with each account ensuring the leverage of every RapNet function and maximizing the value of each RapNet subscription.

• This is a full-time position based in Jerusalem, Israel.
• Please send your CV in English.

Responsibilities:

· Establish and manage customer relationships from end-to-end once a sale is made

· Renew annual subscriptions

· Explain new features and onboard new customers

· Monitor customer usage and perform regular customer health checkups.

· Maintain and nurture relationships with customers to drive product adoption

· Cross-sell and upsell products to existing members

Requirements:

· Full proficiency in English (other languages such as Hebrew and French, an advantage)

· A minimum of 2 years’ experience in Customer Success, preferably for an online internet service.

· Experience working with chat and ticketing systems such as Salesforce and Intercom– an advantage

· Team player with a high level of integrity, organizational and time management skills

· Technical orientation and affinity for solving technology issues when assisting customers

· Ability to understand customer requirements and address their needs

· Strong listening and communication skills with the ability to be the voice of the customer in our team