Customer Success Manager

About AU10TIX:

AU10TIX, an identity management company headquartered in Israel, provides critical, modular solutions to link physical and digital identities so that companies and their customers can confidently connect. Over the last decade, AU10TIX has become the preferred partner for customer onboarding and customer verification automation and we continue to work on the edge of what’s next for the future of identity’s role in society. Our proprietary technology provides results in less than 8 seconds, allowing companies to onboard faster, prevent fraud, meet compliance mandates, and, importantly, establish trust with their customers. We recently announced an $80M investment from TPG and Oak ft/hc to fuel growth and innovation. AU10TIX is a subsidiary of ICTS International N.V. For more information, visit AU10TIX.com.

The CSM manages the overall customer relationship, ensures customer satisfaction, and drives customer success.

They work closely with customers to understand their business goals, identify their challenges, and provide solutions that help them achieve their objectives and optimize their usage and outcomes while delivering proactive relevant support and guidance to customers.

The CSM is also responsible for coordinating and collaborating with cross-functional teams to deliver optimal customer experiences and maximize customer value.

Responsibilities:

• Oversee the customer journey lifecycle to proactively drive adoption and the use of best practices to ensure ongoing customer satisfaction and retention of the customer.
• Identify and drive contractual renewals and expansion opportunities within the book of business.
• Develop relationships and conduct periodic business reviews with customer executive teams.
• Ensure swift resolution of customer issues and escalation by applying resolution practices and collaborate with internal teams.
• Provide executive oversight.

Requirements for position:

• 3-4 years of Customer Success Management or Account Management from SaaS companies
• Experience managing enterprise-level accounts.
• Proven customer management skills with complex accounts
• Communication and presentation skills to C and VP levels
• Ability to analyze complex situations, develop associated action plans and lead teams to achieve goals.
• Creative, proactive, resourceful, detail-oriented, and highly organized
• An analytical and metrics-driven work style
• Experience with Microsoft tools, with analytics experience
• Self-contained who excels under ambiguity in a fast-paced, deadline-oriented environment
• Passion for customer relations and knows his way with technology.
• Ability to travel internationally up to 20%