Customer Success Manager (German proficient)

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.

We are looking for a Customer Success Manager with proficiency in German/ French to join the team!

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 of 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 collect feedback from churned customers, aggregate the data, and present actionable insights to 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:

• Serve as the primary point of contact between clients and the Atera team
• Build and maintain strong relationships with clients
• Onboard new customers and conduct ongoing quarterly Business Reviews
• Lead value-driven conversations with your customers
• Serve as a technical authority for customer's queries on the Atera Platform.
• Analyze key account statistics and performance metrics to identify pain points.
• Educate clients on how to best use Atera’s platform, aka “best practices”
• Proactively identify (growth) opportunities and optimization points for Atera’s clients
• Organically grow your portfolio of clients by delivering additional solutions and tools based on business needs
• Demonstrate the continuous value of Atera’s solutions by keeping high retention rates
• Lead online walk-throughs, webinars, consultations, and one-on-one demos for a full onboarding experience
  
  

• Native German/ French Speaker (or native level) and professional fluency in English– mandatory!
• 5+ years of experience in a technical and customer facing role, managing large VIP customers
• Flexibility to work US hours, Monday-Friday
• Understanding of IT infrastructures (Networks and Operation Systems) or interest and readiness to learn
• Solid understanding of customer lifecycle stages
• Ability to understand complex technology and explain it simply
• Strong quantitative and analytical skills; ability to identify data trends
• A proven record of retaining, developing and growing multiple client relationships
• 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
  
  

• Familiarity with Salesforce
• Familiarity with ChurnZero
• Solid understanding of IT infrastructures (Networks and Operating Systems)
• Solid understanding of customer lifecycle stages