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Job Opportunity: Customer Experience Manager - Performance Testing Software

Date   May 26
Listing No.   IE241061
Sector   Hi-Tech, Technology & IT
Region   Center
City/Yishuv   Herzliya
Customer Experience Manager - Performance Testing Software
Do you want to help eliminate barriers between ideas and business outcomes? We want you to bring your unique experiences and creative ideas to the table. The company provides software and solutions that help our customers to develop, manage, and secure complex IT environments to increase productivity and enhance competitiveness in their businesses. It’s our aim to encourage global collaboration and results-oriented innovation, while supporting and developing our talented people and our communities. We will empower you to drive authentic success, for both the business and yourself in the application economy.


We’re seeking an innovative Customer Experience Manager for our Tel Aviv office. In this full-time role you will work with new and existing fortune 500 enterprise customers to ensure that they are supremely successful with and delighted by our tools and services. It is your responsibility to effectively onboard these accounts onto our services, spur usage in the early stages and ongoing, and build high customer satisfaction. You will work with your accounts proactively to drive adoption, as well as act as the voice of your customers internally in the company. Creative, energetic and self-driven, you understand the customer and their use cases and know how to be a trusted advisor and partner so companies stay and grow with us You can manage numerous customers at different stages of the customer lifecycle with ease. You also love understanding a product in depth and then communicating that product to the users. If you love working with customers and have thrived in a role like this before, then we want to talk to you.


Manage all post-sales activity for our top enterprise customers through strong relationship-building, product knowledge, planning and execution
Maintain a deep understanding of the product and the performance testing domain, speak with customers about the most relevant features/functionality for their specific business needs
Ensure that a plan is in place with each customer for deployment, change management and adoption programs
Increase customer retention by conducting regular check-in calls for tactical items, and perform quarterly health checks for strategic reviews
Track accounts to identify churn risk and work proactively to eliminate that risk
Partner with Sales and Professional Services to develop a plan for making us a part of each customer’s core architecture
Work closely with Product and Engineering on identification and tracking of enhancement requests and bugs
Function as the voice of the customer and provide internal feedback on how we can better serve our business and enterprise customers
Travel up to 15%

Qualifications & Requirements

2+ Years Prior customer success / account management experience
Strong communication skills and technical aptitude
Past experience working with developers, Sys ops, QA/QE teams
Experience as a Performance Engineer and with e.g. HP Performance Center / Load Runner or other performance testing tools a plus
Familiarity with Totango, Salesforce, Atlassian tools, Zendesk, and other Software-as-a-Service is a plus
Self-motivated team player who has fresh ideas when it comes to user adoption and churn mitigation
Enjoys working closely with customers to ensure complete satisfaction
A real go-getter who takes the initiative to get things done!
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