Customer Success Manager (for 'Tech Touch' accounts)

The Customer Success 'Tech Touch' Specialist is responsible for overseeing 'one to many' activities and engagements with customers to drive their success and adoption of the product. This role involves leveraging data analysis of customers' product usage to build playbooks and journeys that optimize customer outcomes. The 'Tech Touch' Specialist will primarily engage with customers through webinars, online training, and other virtual channels to ensure their satisfaction and enable them to maximize the value of the product.

Responsibilities:

• Conduct data analysis of customers' product usage to identify patterns and trends that can inform the development of playbooks and journeys to drive customer success.
• Develop and deliver webinars, online training sessions, and other virtual engagements to educate customers on product features, best practices, and use cases, with the goal of driving customer adoption and retention.
• Collaborate with cross-functional teams, such as Product Management and Marketing, to create relevant content, including presentations, guides, and documentation, to support 'Tech Touch' activities and enhance the customer experience.
• Develop and maintain a library of playbooks and journeys that align with different customer segments, product offerings, and customer lifecycle stages, leveraging data-driven insights to continuously optimize and improve engagement strategies.
• Proactively reach out to customers to provide guidance and support, based on data analysis of their product usage, to identify and address potential challenges or opportunities for improvement.
• Monitor and analyze customer engagement data, such as webinar attendance, product usage, and feedback, to measure the impact of 'Tech Touch' activities and identify areas for improvement.
• Collaborate with the Customer Success team to ensure seamless handover of customers from 'Tech Touch' engagements to higher-touch interactions, such as one-on-one meetings or account reviews, as needed.
  
  

Requirements:

Requirements:

• Native English Speaker - MUST!
• 1+ years of experience in Customer Success or related roles, with a focus on 'Tech Touch' or one-to-many engagements, preferably in a B2B SaaS or technology-driven environment.
• Flexibility to work US hours, Monday-Friday
• Strong data analysis skills, with the ability to interpret and draw insights from customer product usage data to inform engagement strategies and playbooks.
• Strong technical skills and basic knowledge in IT- Must
• Excellent verbal and written communication skills, with the ability to convey complex concepts in a clear and concise manner, tailored to various audiences.
• Demonstrated ability to plan, organize, and execute webinars and other virtual engagements, including content creation, delivery, and measurement of success.
• Ability to work independently and manage multiple priorities in a fast-paced environment, while maintaining attention to detail and quality.
• Strong interpersonal skills, with the ability to establish rapport and build relationships with customers and cross-functional teams.
• Proficiency in using data analytics tools, CRM software, and customer engagement platforms to track and measure customer interactions and outcomes.
• Passion for technology and eagerness to stay up-to-date with industry trends and best practices related to Customer Success and customer engagement.
• Results-driven mindset, with a focus on delivering value and achieving customer success outcomes.
  
  

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.