Responsibilities
- Leading a global team of Customer Success and Support experts, meeting KPIs by developing their technical knowledge and understanding of the platform
- Become an RFKeeper product expert, so you can direct your customers to RFKeeper best practices and solutions while providing hands-on support for on-boarding processes and technical issues
- Leading, expanding, and mentoring the global Customer Engagement team by setting the strategy and prioritizing Objectives and Key Results (OKRs)
- Work closely with R&D, Product, and Sales teams regarding prioritization and escalation of technical issues raised by company clients
- Oversee support case management to ensure tickets are completed successfully and accurately in a timely manner and to the customer’s satisfaction
- Drive all post-sales aspects including renewals, expansions, onboarding, professional services, product adoption, and optimization
- Collaborating across teams to identify and pursue customer growth opportunities
Qualifications
- 5+ years of customer success, customer support, or account management experience, in a data driven B2B SaaS or software company
- Strong technical background and experience with the ability and passion to guide and assist customers through technical processes
- A strong customer advocate with the ability and willingness to engage directly with customers
- Experience building, training, and developing a team with a focus on professional development and long-term retention and growth
- Ability to write and speak English fluently – a must
- Ability to multitask, prioritize and handle issues/escalations under pressure
- Experience working with CRM and CS Management Platforms and MS Office proficiency
- Experience in the domain of retail/logistics – an advantage