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Director of CSM

Full-time
Tel-Aviv
Delivery

Shopic is an AI start-up specializing in retail solutions and shopping experiences. Our technology turns any shopping cart into a smart cart. Powered by computer vision and data analytics, the cart lets shoppers grab the products they want and skip the checkout lines when they leave the store. 

An experienced Head of Customer Success is needed to join our team. Your responsibility will be to maintain long-term relationships with our clients and to ensure that they are satisfied with our products. As part of the position, the incumbent will be responsible for the organization's support team and its implementation team.

About The Role

  • Develop, mentor, and lead high-performing Customer Success implementation, and Technical support teams.
  • Executive ownership of key accounts and responsibility of pilot success and account expansion
  • Recruit and manage and mentor implementation teams globally, including periodic on site supervision
  • Hands On management of UAT processes on site for multiple pilot globally
  • Measure customer satisfaction and retention by establishing clear customer success goals, KPIs, and metrics.
  • Ownership of User experience and close partnership with the product team to achieve success
  • Analyze data to identify areas in need of improvement in the way our products are being used and adopted by our customers.
  • Drive product adoption to maximize customer value. Overseeing the onboarding process for new customers.
  • Creating processes to ensure rapid response to customer support challenges, escalating issues to the appropriate stakeholders, and coordinating across teams.

Your Experience & Skills

  •  6+ years' experience in Customer Success or related rules, with at least 2 years' experience managing managers in a software company.
  • Experience in customer support either directly or in Matrix way or through team leadership
  • Extensive customer-facing experience, including field work.
  • Ability to work independently and collaboratively in a fast-paced, dynamic environment.

Apply to this job

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