Customer Success Manager (German proficient)

Israel, Tel AvivCustomer SuccessJOB DESCRIPTIONAbout AteraAtera 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 teamBuild and maintain strong relationships with clientsOnboard new customers and conduct ongoing quarterly Business ReviewsLead value-driven conversations with your customersServe 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 clientsOrganically grow your portfolio of clients by delivering additional solutions and tools based on business needsDemonstrate the continuous value of Atera’s solutions by keeping high retention ratesLead online walk-throughs, webinars, consultations, and one-on-one demos for a full onboarding experienceRequirements: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 customersFlexibility to work US hours, Monday-FridayUnderstanding of IT infrastructures (Networks and Operation Systems) or interest and readiness to learnSolid understanding of customer lifecycle stagesAbility to understand complex technology and explain it simplyStrong quantitative and analytical skills; ability to identify data trendsA proven record of retaining, developing and growing multiple client relationshipsCommitted to customer satisfaction with a passion for customer successAbility to work in a fast-paced dynamic environmentSuperior organization and prioritization skills, with strong attention to detailSelf-motivated, detail-oriented with strong communication and interpersonal skillsProblem-solver, resourceful and independentPreferred qualifications:Familiarity with SalesforceFamiliarity with ChurnZeroSolid understanding of IT infrastructures (Networks and Operating Systems)Solid understanding of customer lifecycle stagesMore about our benefitsAtera is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time to learn from your teammates, time off to relax and recharge, community volunteer days, an annual budget to support your learning & growth, a company paid trip and lots more.