רובוט
היי א אי
stars

תגידו שלום לתפקיד הבא שלכם

לראשונה בישראל:
המלצות מבוססות AI שישפרו
את הסיכוי שלך למצוא עבודה

Customer Success Manager

מסמך
מילות מפתח בקורות חיים
סימן שאלה
שאלות הכנה לראיון עבודה
עדכון משתמש
מבחני קבלה לתפקיד

לימודים
עומדים לרשותכם
חברות מגייסות
משרות מומלצות נוספות
מיין לפי:
הכי חדש
הכי מתאים
הכי קרוב
לפי איזה ישוב תרצה שנמיין את התוצאות?

דיווח על תוכן לא הולם או מפלה
מה השם שלך?
תיאור
שליחה
תודה על שיתוף הפעולה
מודים לך שלקחת חלק בשיפור התוכן שלנו :)
לפני 20 שעות
SimilarWeb
Location: Tel Aviv-Yafo
Job Type: Full Time
Similarweb is the leading digital intelligence platform used by over 3500 global customers. Our wide range of solutions power the digital strategies of companies like Google, eBay, and Adidas.

We help our customers succeed in todays digital world by giving them access to data-driven insights, competitive benchmarks, strategic analysis, and more.

In 2021, we went public on the New York Stock Exchange, and we havent stopped growing since!

We're looking for a seasoned and passionate Senior CX Researcher to lead and champion our customer experience initiatives. In this pivotal role, you will take the lead in initiating strategic efforts aimed at proactively enhancing customer satisfaction and loyalty.

This role will report to Sr. Director of Customer Experience.

Why is this role so important at Similarweb?

As a Senior CX Researcher at Similarweb, you will orchestrate a comprehensive and iterative process designed to deeply understand, optimize, and elevate every customer touchpoint. This includes a thorough examination and enhancement of various interactions, ensuring a seamless and delightful customer journey.

Your responsibilities involve continuously measuring customer satisfaction and gathering comprehensive 360-degree feedback. Furthermore, you will be responsible for the comprehensive documentation and refinement of the entire customer journey, meticulously examining its diverse touchpoints.


So, what will you be doing all day?

Implement a comprehensive approach to data analysis, leveraging a variety of quantitative and qualitative sources such as user interviews, surveys, NPS, CSAT, behavioral analytics, support tickets, in-app feedback, customer service interactions, social media posts, and online reviews, ensuring a well-rounded understanding of customer sentiments.
Develop and maintain Salesforce dashboards to monitor main CX metrics (NPS, CSAT).
Run periodical usability tests focused on top of the funnel, to gain insights into the initial stages of customer interactions.
Conduct ongoing interviews to Identify areas of delight and frustration customers encounter during their interactions with our product and service.
Design CX surveys for main customer touchpoints.
Establish a routine reporting cadence to provide stakeholders and leadership with consistent updates on key customer experience metrics, customer interactions, and satisfaction.
Create and regularly update customer journey maps to visualize the end-to-end customer experience.
Identify touchpoints and potential pain points that customers may encounter throughout their journey.
Review data from customer support and sales interactions, including common issues and customer feedback.
Work closely with teams in Product, Sales, Support, Customer Success, and Marketing to understand customer pain points and challenges and to gain diverse perspectives.
דרישות:
This is the perfect job for someone who:

5+ years of work experience in CX Research, customer experience, customer success, business analysis, strategy, user experience research, market research, project management, or similar functions.
Experience working in a SaaS and/or B2B companies.
Experience using Salesforce, Zendesk, Asana, Excel/Google Sheets, Product Analytics, Fullstory, survey tools, usability tools.
Have a balance of creative and analytical skills.
Strong verbal and written communication skills.
Strong analytical skills and ability to analyze and interpret customer data, feedback, and metrics to derive meaningful insights and drive informed decision-making.
A strategic mindset to develop and execute comprehensive customer experience strategies aligned with organizational goals.
Flexibility and adaptability to navigate and lead through changes in customer needs, industry trends, and organizational priorities.
Strong project management skills to plan, execute, and monitor initiatives.
Continuous learning commitment - staying updated on industr#ENG המשרה מיועדת לנשים ולגברים כאחד.
 
Show more...
הגשת מועמדות
עדכון קורות החיים לפני שליחה
61200
שירות זה פתוח ללקוחות VIP בלבד
משרות שנמחקו