Customer Success Manager

"Tymely" develops an AI solution (based on NLP) that automatically handles customer support emails (e.g. “I’d like to exchange the size of my pants”) with human-level accuracy, setting a new standard for customer service.

We are hiring for a Customer Success role to ensure Tymely's clients get the most value from the service.

You will be the first team member on the CS team, rolling into the Head of CS.

The position is in our office in Ramat-Gan (Bursa).

In the Customer Success role, you will be responsible for managing all aspects of the customer lifecycle from running the pilot, through onboarding, day-to-day customer management to cross-sells and upsells.

Requirements:

• Native-level English is a must
• 2-3 years customer success or account management experience in a B2B SaaS or software company
• Must be passionate about customers and the Customer Service field. Previous experience in managing customer services is a big advantage
• Technical project management experience
• Tech savvy – ability to technically present the company to its customers. The role requires the ability to have high-level technical conversations with customers
• Experience in working with CRM systems (Salesforce, Zendesk, Oracle, etc.)
• Excellent verbal and written skills with strong communication, presentation, and interpersonal skills with proven experience in a direct client-facing role 
• Ability to prioritize, multi-task, and perform effectively under pressure

Responsibilities:

• Work with enterprise clients directly, providing monthly and quarterly reviews, periodical reporting and product education
• End-to-end ownership of customer onboarding projects for your book of business
• Establish trusted advisor relationships with our customers, by providing the customer with best practices on how to use our products, and build strong and lasting relationships with stakeholders on the customer side at various levels
• Overall responsibility for ongoing customer health, growth, and satisfaction
• Deeply understand Client’s service-flows, policies and system behavior, and then translate them into automated workflows, using the support of our analysts and R&D
• Understand Client’s business objectives, KPIs, and challenges, and tailor our solution to address them
• Act as an advocate for client interests, sharing customer feedback with internal teams to ensure successful onboarding and ongoing customer value
• Increase retention and growth through successful renewals and expansion of usage across our customers
• Understand market trends