Team8 Portfolio Company-CSM Leader

Team8 is a venture group that builds and invests in technology companies at the intersection of artificial intelligence, cybersecurity, data, fintech, digital health, enterprise software, and infrastructure. We rethink ventures to give entrepreneurs an unfair advantage, accelerating success in an increasingly competitive landscape. Team8’s leadership team includes primarily operators with valuable experience and diversified perspectives. It includes unicorn founders, bank and fintech CEOs, and former leaders of Unit 8200, Israel’s elite military technology and intelligence agency.

We are hiring a CSM Leader for one of our portfolio companies.

Responsibilities

Lead customer success activities in the company. This includes:
Guide our customers and support them through their journey with the Company
Manage tickets at CRM platform
Monitor network activity for abnormalities
Report on customer’s status and potential activities required
Consult/assist colleagues from other departments (e.g. sales, operation)
Work together with other team members in order to improve customer Service procedures. Drive continuous improvement and innovation in our customer success processes and practices to enhance overall customer experience and business outcomes.
Lead and manage a team of customer success managers, providing guidance, coaching, and support to help them achieve their goals.
Establish and maintain strong relationships with key customers, serving as their primary point of contact and advocate within the organization.
Collaborate with cross-functional teams, including sales, product, and support, to ensure a seamless customer experience and alignment on customer needs and priorities.
Monitor and analyze customer success metrics, such as customer satisfaction scores, renewal rates, and upsell/cross-sell opportunities, and take proactive measures to address any issues or gaps.
Develop and deliver customer success programs, including onboarding, training, and ongoing support, to help customers maximize the value of our products/services.
Stay informed about industry trends, best practices, and competitive landscape in customer success and incorporate relevant insights into our strategies and initiatives.

Requirements:

Associate’s or Bachelor’s Degree
5 years of experience in customer support field - Proven ability to proactively engage with customers, anticipating their needs and providing preemptive solutions.
3 years of experience in leadership or management roles, with demonstrated ability to lead and inspire teams to achieve goals and objectives.
Foster positive relationships with customers through personalized interactions.
Understanding of cellular technologies and telecommunications industry standards.
Familiarity with mobile networks, protocols, and the latest developments in the cellular space.
Specific experience in IoT, understanding the integration of devices within cellular networks.
Fluent English, excellent customer-facing and communication skills (verbal and written)
Experience with Zendesk - advantage
Experience with Kibana - advantage
Experience in creating and integrating APIs within the context of cellular services. - advantage
Experience using helpdesk software
Basic skills with picture/video editing software
Good Microsoft excel skills
Experience in creating user guides or tutorial videos
Experience working with SaaS or subscription-based products/services is a plus.
Certification in customer success (e.g., CSPO, CSM)- advantage.
Ability to manage time efficiently and work with minimal supervision
Proven ability to manage multiple projects and priorities in a fast-paced environment while maintaining attention to detail and quality.
Solid understanding of customer success principles, methodologies, and best practices, with a customer-centric mindset.
Analytical mindset and ability to interpret data and metrics to derive insights and make data-driven decisions.



Team8:
Team8