Technical Customer Success Manager

About the company 

Cust2Mate is a leading global provider of smart-cart platform that unlocks the full potential of in-store shopping, through digitalization and personalization. 

Our user-friendly and award-winning Smart Carts are trusted by leading grocery chains. They deliver superior shopping experiences, streamline store operations, and connect the online world with the physical store. 

The market in which we operate is growing rapidly, with a growing demand for digital solutions in physical stores. We just closed a large capital raising round, allowing us to expand our operations and invest in new technology breakthroughs.  We anticipate tremendous growth in the next years, with ambitions to extend our global reach and strengthen our partnerships with major retailers.

We are looking for talented and motivated individuals to join us and be a part of this fascinating journey.

Role Overview
As a Technical Customer Success Manager, you will play a pivotal role in ensuring our customers achieve maximum value from our products and services. You will be part of a team, that is the primary technical point of contact for our retail customers, providing expert support and guidance throughout the customer lifecycle. This role requires travel abroad for customers’ support 

Key Responsibilities: 

• Technical Project Management:
  • Oversee the technical implementation lifecycle, from project kickoff to go- live. 
• Technical Expertise:
  • Serve as a subject matter expert for our technical solutions, including 
    • DB experience with MSSQL, Mongo 
    • Scripting (for example: power shell) \
    • Knowledge with MSXML, Jason, different configuration files 
    • Knowledge with SW distribution tools 
  • Provide in-depth technical support to customers, including troubleshooting, issue resolution, and system configuration. 
  • Conduct technical assessments and provide recommendations for system optimization. 
• Customer Onboarding:
  • Develop and deliver comprehensive onboarding plans for new customers, including system setup, configuration, and training. 
  • Ensure a smooth transition from sales to implementation.
• Customer Relationship Management:
  • Build and maintain strong relationships with customers, acting as their trusted advisor. 
  • Proactively identify customer needs and opportunities for upselling and cross-selling. 
• Product Feedback:
  • Gather customer feedback and work closely with the product team to drive product enhancements and new feature development. 
  • Create and maintain technical documentation, including user guides, FAQs, and knowledge base articles. 

Qualifications:

• Previous experience in software Support (Mandatory) and providing support to the Retail industry (highly desirable).
• Proven experience in a technical customer-facing role, such as customer support, implementation, or consulting. 
• Strong understanding of Retail is a BIG added value. 
• High proficiency in English as a must.
• Proven technical background.
• High personal communication skills.
• A team player.
• Quick and self-learner.
• Excellent problem-solving and troubleshooting skills. 
• Ability to communicate complex technical concepts to a non-technical audience. 
• Technical Project management skills. 
• Experience working in a fast-paced, dynamic environment. 
• Bachelor’s degree in Computer Science, Engineering, or a related field – an advantage.

What we offer: 

• Making an impact, in a growing, successful company.
• A dynamic learning environment.
• Competitive salary & benefits.
• Located in Tel Aviv, a walking distance from the train station.