Strategic Customer Success Manager (25823)

Who We Are:

Yael Group is a leading group of companies in the Israeli market, providing advanced technological solutions across a wide range of domains to organizations in all sectors.

Job Description:

A Strategic Customer Success Manager is required to lead communication, partnerships, and strategic relationships with the organization's customers.

• Establishing and managing the communication framework with dozens of leading organizations in the market, building work plans, and aligning expectations with senior management.
• Refining customers' requirements and challenges, translating them into internal workflows, and coordinating with Technology, Product, and Operations teams.
• Continuously monitoring tasks and projects, creating transparency, and tracking customer satisfaction metrics (CSAT/NPS).
• Integrating AI and automation tools to streamline communication, generate insights, and define advanced digital processes to improve the customer experience.
• Defining KPIs, analyzing data and trends, and leading processes to optimize work routines.

Job Requirements:

• Education: A bachelor's degree in Computer Science / Computer Engineering / Industrial Engineering and Management with a specialization in Information Systems / a degree in Information Systems Management. (Alternatives: another bachelor's degree plus 300 hours of Information Systems courses, or a practical engineer diploma in Computer Science / Technology).
• More than 2 years of experience managing IT and technology projects.
• At least 4 years of hands-on experience in customer management in a technological environment.
• Excellent interpersonal skills, strong professional representation, emotional intelligence, and exceptional communication skills when dealing with senior management.
• Proven ability to lead complex processes in an environment with multiple interfaces and to motivate employees and managers without direct authority.
• Excellent organizational skills, thoroughness, and the ability to document and manage tasks at the highest level.
• Experience working with large organizations in the market, complex organizations, or the public sector / government authorities.
• Experience using information, data, AI tools, and automation to optimize workflows and services.