Technical Customer Success Manager

Job Location

Israel

Type of Job

Full Time

About the job

We are looking for an experienced Technical Customer Success Manager to develop and lead our service and support infrastructure. The CSM will act as a focal point for external and internal customers, provide direct technical support and training, and collaborate with internal teams to provide solutions to our users.

What you will be doing

  • Manage all customer and internal support issues, cross-departmental workflows, and escalation to the relevant stakeholders

  • Identify tech support problem areas (i.e., negative trends) and, if warranted, implement corrective actions in collaboration with Product

  • Help drive troubleshooting and product decisions through data: monitor, identify and act upon data trends

  • Collaborate with Product, Sales, and technical team to ensure customer satisfaction and feedback collection

  • Manage performance metrics relating to customer satisfaction, lead and monitor corrective actions

  • Act as a focal point for external and internal customer escalations

  • Define the requirements and lead the implementation of the KAZUAR support infrastructure

  • Develop a trusted advisor relationship with customer stakeholders and partners to drive adoption and to ensure they are leveraging the full business value of the solutions

What you will Bring

  • Native English speaker (written and verbal)

  • 5+ years of experience in “front line” customer-facing technical (Tier 3) roles working with global customers

  • Proven experience in direct communication with high-profile users

  • Excellent interpersonal skills and a service-oriented approach

  • Strong technical background in hardware, networking, operating systems, virtualization technologies, log analysis, and troubleshooting methods

  • Knowledge and hands-on experience with Jira, CRM, and support solutions, utilizing a data-driven approach

  • Proven ability to resolve customer problems, complaints, and issues utilizing internal and external resources

  • Experience identifying, defining, and implementing processes and cross-departmental solutions

  • Proven technical troubleshooting and fault isolation skills in a multi-platform system environment (Linux, Windows)

  • Networking knowledge (Routing, Switching, Firewalls, VPN)

Nice to have

  • Experience with Ansible, PXE, and Jenkins

  • Practical knowledge and hands-on experience with enterprise-focused security products

  • Hands-on experience in defining and implementing support and service workflows

About us

KAZUAR is a cyber-security startup that offers a fresh game-changing paradigm shift in data security. Our products Create self-contained, encrypted security that provides cyber protection against the most sophisticated strategic risks to businesses and organizations.

As with all KAZUAR positions, we’re looking for someone who is self-motivated and meticulous, with a creative and resourceful mind, bright, proactive, works well independently and as part of a team.
 

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Address

Yigal-Alon st. 126, - Tel-Aviv

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