CX Specialist

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.

As a Customer Experience Specialist, you will play a critical role in ensuring our customers have a seamless and positive experience with our platform. You will manage customer contracts and oversee the tool that delivers in-app guides and walkthroughs, ensuring customers can navigate our software with ease. This role requires a high level of attention to detail and the ability to collaborate effectively with various departments.

Responsibilities:

Customer Contract Management:

• Oversee and manage all aspects of customer contracts, ensuring high levels of accuracy and meeting our SLA policies.
• Handle contract renewals, amendments, and terminations efficiently.
• Maintain detailed records of all customer interactions and contract changes.
• Liaise with Customer Success Managers and other teams within the company to resolve any contract-related issues.
  
  

• Develop, implement, and manage in-app guides and walkthroughs to assist users in navigating our platform.
• Continuously update and improve guides based on user feedback and software updates.
• Collaborate with the product and R&D teams to ensure guides are aligned with current features and functionality.
• Monitor the usage and effectiveness of in-app guides, making adjustments as necessary to improve user experience.
  
  

• 2+ years of experience in customer experience, customer success, or a related role, ideally in a B2B, SaaS company.
• Experience in the tech industry, particularly with RMM and PSA platforms - Advantage.
• Bachelor's degree in Business, Marketing, Communications, or a related field.
• Proficiency with customer relationship management (Salesforce) software.
• Knowledge of Customer Journey’s.
• Familiarity with creating and managing in-app guides or similar tools (AppCues experience a plus).
• Fluent in English - Must.
• Problem-solving skills and the ability to handle complex interdepartmental issues.
• Customer-centric mindset with a passion for enhancing customer experiences.
• Excellent attention to detail and organizational skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Ability to adapt to a fast-paced, dynamic work environment.
• Proactive and self-motivated with a continuous improvement mindset.