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Head of Customer Success

<p>Tymely develops an AI solution (based on NLP) that automatically handles customer support emails (e.g. “I’d like to exchange the size of my pants”) with a human-level accuracy, and sets a new standard for customer service.</p><p>We are looking for our very first Head Customer Success! This is a hands-on position, with the potential growth of a future team.</p><p>As the Head of Customer Success , you will be&nbsp;responsible for managing all aspects of the customer lifecycle from running the pilot, through onboarding, day-to-day customer management to cross-sell and upsell.&nbsp;</p><ul><li>&nbsp;End-to-end ownership of customer onboarding projects</li><li>&nbsp;Work with enterprise clients directly, providing monthly and quarterly reviews, periodical reporting and product education</li><li>&nbsp;Establish trusted advisor relationships with our customers, by providing the customer with best practices on how to use our products,&nbsp;and&nbsp;building&nbsp;strong and&nbsp;lasting relationships with stakeholders on the customer side&nbsp;at various levels</li><li>Set and implement Tymely's customers success methodologies and processes - onboarding and product training of new customers, and overall responsibility for ongoing customer health, growth, and satisfaction.</li><li>Deeply understand Client’s service-flows, policies and system behavior, and then translate them into automated workflows, using the support of our analysts and R&amp;D.</li><li>Understand Client’s business objectives, KPIs, and challenges, and tailor our solution to address them</li><li>Act as an advocate for client interests, sharing customer feedback with internal teams to ensure successful onboarding and ongoing customer value</li><li>&nbsp;Increase the retention and growth through successful renewals and expansion of usage across our customers</li><li>&nbsp;Understand the market trends and always keep up to date with the latest news and developments impacting our industry</li></ul>

Career

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Head of Customer Success

Requirements:

<ul><li>&nbsp;8+ years customer success or account management experience in a SaaS or software company</li><li>Proven track record of working with <strong>enterprise customers - Must</strong></li><li>Experience with <strong>working with retailers – advantage</strong></li><li>&nbsp;<strong>Must</strong>&nbsp;be passionate about customers and the Customer Service field. Previous experience in managing customer services is a big advantage</li><li>Startup experience - Must</li><li>Tech savvy – ability to technically present the company to its customers. The role requires the ability to have high-level technical conversations with customers – so this is a&nbsp;<strong>must.</strong></li><li>basic knowledge in SQL, Python or any other data-oriented programming language</li><li>Project management skills - proven ability to manage multiple projects simultaneously</li><li>Experience in working with CRM systems (Salesforce, Zendesk, Oracle, etc.)</li><li>Excellent verbal and written skills with strong communication, presentation, and interpersonal skills with proven experience in a direct client-facing role&nbsp;and specifically with&nbsp;C-level executives</li><li>Ability to prioritize, multi-task, and perform effectively under pressure</li><li>Native level English is a <strong>must</strong></li></ul>

Responsibilities

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