Strategic Customer Success Manager (37801)

Strategic Customer Success Manager | Jerusalem

Mertens - MalamTeam is hiring a Strategic Customer Success Manager for an organization in Jerusalem

Role Overview:

Lead strategic relationships between the Technology Division and its customers, including senior executives and key stakeholders in the public sector

The role involves managing long-term customer relationships, identifying business and technological needs, coordinating between development and operations teams and customers, leading cross-organizational processes, tracking tasks, and improving the overall customer experience

Key Responsibilities:

Manage strategic relationships with customers and senior stakeholders in the public sector

Identify business and technological needs and align them with organizational capabilities

Coordinate between development teams, operations teams, and customers

Lead complex cross-organizational processes and monitor task execution

Define service performance and customer satisfaction metrics

Analyze data to improve service quality and customer experience

Integrate AI and automation tools to optimize workflows and service processes

Requirements:

At least 2 years of experience in IT project management

4+ years of experience in customer management within a technological environment

Experience leading complex processes involving multiple stakeholders and influencing employees and managers without direct authority

Excellent organizational, documentation, and task management skills

Experience working with large and complex public sector entities or major organizations – Significant Advantage