Product Expers (Customer success )
Product Expers (Customer success )23/03/2023
For a tech company with an AI/big data solution for the retail industry we are looking for Product Expers (Customer success ).
located in Yokneam - Hybrid.
In this role you will:
Be a product expert and customer success best practices advisor, for CSM’s, Customers and prospects in your portfolio/region.
Share knowledge of best practices, processes, ‘how to’; new releases, product map - through workshops, decks, ‘train the trainer’ and special meetings, like presale and POC’s..
Work closely with Product management , Product marketing and product education mangers to create more required materials/in local languages to part of Education portal and CSM KIT .
Be proactive regarding education of customers & CSM’s to maximize product usage and value.
Collect &. review Product change requests from Customers and CSM’s, to deliver & prioritize to the product management team. Be the Bridge between CSM’s and product management team.
Be representative of CSM’s and customers in product request meetings and new releases processes- working with Support, product, and R&D through these processes.
Work closely Value measurement in order to create success stories and best practices regarding measurement and personalization optimization.
Perform bi- weekly meetings with CSM’s to make sure all required support is being provided.
Participate as a business advisor during the implementation, as part as the business stream.
A minimum of 5 years’ demonstrated experience working with enterprise customers, account management, consultancy roles.
Proven track record of establishing strong customer relationships across levels of an organization.
Proven track record in delivering great value to your customers.
Excellent presentation and communication skills, ability to guide and perform long/ onsite/ workshops.
Strong communication and interpersonal skills.
Diplomacy, tact, and poise when working through customer issues and escalations.
Strong organizational/time management skills and the ability to manage multiple projects simultaneously.
Demonstrated ability to effectively work cross-functionally.
Strong analytical skills, experience with data analytics and creating insights out of data.
experience in retail industry, FMCG market, and shopping behavior analytics - an advantage.
Experience with CRM/Personalization/ digital advertising is an advantage.