Support and Implementation Manager

About the Role: The Support and Implementation Manager will join the Customer Success team. The position puts you as the front line of the customer technical support - You will be in charge of managing the support work (analyze and prioritize), handle complicated troubleshooting scenarios and escalated tickets., * Serve as a support point of contact for portfolio of customers, handling ongoing requests and trouble tickets.

• Learn customer technical and business environment that will be relevant to the success of the solution implementation.
• Track and monitor customer’s health - Proactively monitor customer’s application and verify overall health and performance of designed solution.
• New feature implementation - Assist Customer Success Managers in implementing application set up according to design specification
• Applications expert - Become an expert in all aspects of application portfolio, assisting other company employees in maximizing the abilities of the application.
• Train the customer on the self-service aspects of the application.

• 4+ years of relevant experience. Preferable working for SaaS companies or one of the big SI
• Customer service orientation - excellent verbal skills
• Ability to articulate messages clearly guide of customers
• Experience in SQL
• Experience with setting up analytical tools (Such as: Qlik, Tableau, PowerBI, etc.),
• Experience in systems integration (Plus)
• Strong team player but still a self-starter
• Strong analytical skills
• Excellent troubleshooter
• Excellent time management skills
• Eager to learn with effective self-learning skills
• Excellent verbal and written communication skills