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Customer Success Expert Industry Products

Creata il 05-02-2018
Location Tel Aviv

Descrizione

Join Houzz and Ivy in TLV in revolutionizing the home and remodeling industry and have an impact on over 1.5 million professionals around the world. Frequently ranked as one of the top 10 most disruptive companies in the world and backed by marquee venture capitalists, our entrepreneurial culture and warm family atmosphere will surround you with a fun and dynamic work environment you will only find at Houzz
We are looking for a qualified and high-energy Customer Success Expert. You’ll be instrumental in driving users’ activation as well as own retention KPIs to help our customers shape the future of their business.
Responsibilities
  • Analyze customer health and retention metrics
  • Spearhead engagement and automation program based on customer health
  • Focus on user on-boarding and user education
  • Provide expert customer success support to users with complex and technical issues.
  • Manage escalated customer tickets directly with the development team.
  • Technical mentoring: teach and provide technical support to customers
  • Provide activity analytics and user experience takeaways to product team.
  • Empathise with users and quickly grasp the issues they’re facing
  • Enjoy the puzzle of solving open-ended problems
  • Interacting with users by email, chat, and phone
  • Requiremements
  • 2-3 years technical support experience with an emphasis on providing excellent service in a customer care and experience working with Saas products.
  • Expert computer skills and ability to learn company products, techniques, and processes quickly
  • Feel comfortable with technical concepts, have great analytical skills
  • Ability to manage shifting priorities in a very high volume, fast paced environment
  • Excellent problem-solving and analytical skills, ability to determine from a complex set of variables how to resolve complex issues
  • Excellent verbal and written communication skills and effective listening skills
  • Genuine passion for customers that results in a laser-focus on their experience and a real hunger to drive customer success throughout the product lifecycle
  • Product-centered curiosity. We want a teammate that is determined to constantly improve Ivy and loves working with the Product and Engineering team
  • Strong attention to detail and highly organized
  • Love constantly learning about a changing technical product
  • Ability to work in a fast paced environment with minimal supervision
  • Critical thinking, problem solving, and determination
  • Bachelor's degree is preferred with technical or computer background
  • Strong plus - Quickbooks knowledge or previous accounting / bookkeeping experience
  • Fluent English (both verbal and written)
  • Benefit

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