International and Israel Customer Service Manager

We are seeking an experienced and dedicated individual to join our team as a Senior Customer Success and Support Manager, providing direction and leadership to our international team of customer support and success agents.

Reporting to the Executive Manager of Operations, the successful candidate will play a crucial role in ensuring customer satisfaction and driving growth. If you have a proven track record in Account Management and possess strong leadership skills, we invite you to apply.

Job Responsibilities

• Lead and support a team of customer success managers.
• Develop and implement strategies to drive customer retention and expansion.
• Monitor and analyze key performance indicators to measure success.
• Organize and facilitate training to enhance team skills and capabilities.
• Encourage personal goals and development.
• Monitor industry trends and best practices to stay informed and provide relevant training.
• Maintain existing policy and procedure documents.
• Generate and present regular reports on account performance and team achievements
• Weekly one-to-one meetings with Customer Service managers to track and report on individual KPIs and processes, offering guidance and advice where necessary.
• Produce monthly summary management reports on retention, churn, and technical support cases.
• Identify concerns inhibiting client growth and retention.

Job Requirements

• Native English speaker with strong written and verbal communication skills.
• Minimum 5+ years in Account Management and Customer Success.
• 2+ years in a management role, demonstrating leadership skills.
• High energy with strong communication and presentation skills, highly organized and collaborative.
• Experience in building and maintaining relationships with customers
• Empathetic, positive attitude with a desire to help our team and customers reach their goals.
• Organizational, time-management, and decision-making skills.
• Passion for technology.
• Salesforce experience a plus.