Windward

Education Requirements:

• Bachelor’s degree in Business, Marketing, or a related field

Experience Requirements:

• At least 2 years prior experience working as SMB CSM in SaaS vendors

• Experience with negotiating and closing renewals, expansions and upsells

• Demonstrated experience working with smaller clients and providing a light-touch, personalised approach to client interactions, using automation

• Proven ability to manage multiple relationships and prioritise tasks effectively

• Strong communication and interpersonal skills, with the capability to build rapport and convey complex ideas in a simplified manner

Other Requirements:

• Proficiency in using Salesforce

• Advantage with experience using Customer Success platform

• Proficiency in English

• Willing to Travel to customers, when needed – up to 20%

• Hybrid work – expectation to be in the office 3 times a week

Responsibilities:

• Manage a portfolio of smaller clients under the “Silver” support agreement, being the primary point of contact for all renewal, upsell, and retention activities

• Responsible to manage Customer Life Cycle and Accounts growth

• Customer Data Analysis: Analyse customer data, including product usage metrics, customer feedback, and other relevant data points, to identify trends, patterns, and areas for improvement. Utilise this information to develop actionable insights and strategies to enhance customer success and overall satisfaction

• Monitor and follow up on payment/invoicing and support

• Cross-Functional Collaboration: Collaborate closely with various internal teams, including Sales, Customer Success, Product, and Support, to ensure a seamless customer experience. Provide insights and recommendations to cross-functional teams to improve customer satisfaction and retention

Experience Requirements:

• 4+ years of experience in a Customer Success / Account Management role

• Experience with working in SaaS companies with global enterprise customers – a must

• Experience with Maritime domain – a major advantage

• Experience in value based discussions and commercial negotiations with customers

• Experience working with product and R&D management

Other Requirements:

• Willingness to travel to multiple locations worldwide, up to 30% of the time

• Excellent interpersonal and communication skills, from users to high-level executives; quick learner, curious, creative, and open-minded

• Experience working with Customer Success supporting systems such as SalesForce, CS Platforms and training tools

• Familiarity with B2B customers and business processes – is an advantage

• Additional languages other than English – an advantage

• Hybrid work – expectation to be in the office 3 times a week

Responsibilities:

• Manage clients’ accounts directly on both strategic and operational levels: technical, business, support, and product

• Trusted customer advisor and value creation

• Responsible for Account Management and relationship

• Responsible for renewal negotiations and maintaining a low Gross Churn

• Main expert contact Provide the voice of the customer internally Train customers on the different solutions and use cases client at onboarding and ongoing Upsell/expand existing customers installed base Introduce and assimilate new features Work closely with the Delivery, Support, R&D, Product, Marketing and sales teams

Experience Requirements:

• At least 3 years of experience in customer\technical support in SaaS companies

• Experience working with product and R&D teams

• Experience working with Customer supporting systems such as SalesForce, FreshDesk and JIRA

• Ability to prioritize tasks based on urgency and importance

• Ability to multitask, prioritize and manage time effectively

Other Requirements:

• Data analysis – good technical understanding and experience with Data analysis and investigation tools, REST API, GraphQL, SQL, Postgres, Rockset and Mongo

• Understanding/Experiences in scripting languages: Java, Python, JavaScript and TypeScript

• Critical thinker and problem-solving skills, motivation to learn new skills and technologies, good time-management skills

• Availability to work on Friday a few times per month

• Fluent written and spoken English, Hebrew, additional languages an advantage

Responsibilities:

• Investigate complicated customer complaints up to root cause solutions

• Escalate, investigate, and resolve Tier 1\2 level customer queries

• Act as a consultant and offers solutions for customers’ problems

• Track and manage your work record until resolution

• Work with all R&D groups, CSM and product management