• Manage platform’s implementation (setup, fine tuning) • Develop and maintain a deep knowledge of the Onclusive Social solutions • Gain an understanding of typical business challenges faced by customers • Platform troubleshooting and Q&A with clients over emails/live chat or screen sharing tools • Monitor key performance metrics across assigned client portfolios • Support during kickoff meetings and strategic business reviews with clients • Proactively identify issues that may impact a project and consult with internal resources to resolve them • Collect feedback and expectations from clients regarding product development • Animate functional trainings on the platform once mastered

Role Description As a Customer Engagement Specialist, you will: - Be the primary contact for local clients in Turkey, addressing any queries or issues early on; - Observe and evaluate client performance to determine ways to enhance it, and provide suggestions accordingly; - Arrange and hold frequent check-ins and quarterly business reviews to monitor client progress and discover new prospects for growth. We expect you will be able to handle 15 onsite meetings per month with clients; - Work alongside internal teams to fix client problems promptly and ensure their experience is smooth; - Work with the current customer base proactively to boost direct online sales; - Keep focus on revenue strategy and help partners in achieving high results; - Participate in local events and be engaged in proactive marketing activities such as webinars, exhibitions, and business breakfasts with partners; - Work in a global team and have a good opportunity to exchange experience and implement the best practices in life; - Maintain a good knowledge of our products and keep yourself informed about current industry trends and top practices; - Promote our clients' interests within the organization, encouraging the creation of new product features and developments, based on feedback from our clients. Probation period: - The first three (3) months of your employment will be considered as a probationary period. - During the first 2 months, you’ll attend courses related to our IT products and service rules, and you'll be onboarded by Customer Support Department. - After that, starting the 3rd month, you’ll start your work in Customer Success Department. Expected results for probation period: - Pass product certification; - Pass support certification; - Pass analytics tools for Customer Success Specialist certification; - Pass the usability of the hotel's website certification. Qualifications - Based in Turkey (Ankara or Izmir); - Able to work remotely, ready to visit hotels on-site; - At least 1 year hands-on experience within Account Management/Sales/Revenue management/Customer Success in Hotels/OTAs/HotelTech/IT-companies/E-com/Airlines; - Experience in OTA/Hotels (Revenue/Sales/Marketing/E-com departments) would be a great advantage; - Knowledge of revenue structure of hoteliers would be a great advantage; - Strong communication skills, both written and verbal in Turkish and English; - Very proactive, able to build strong relationships with clients; - Strong analytical skills; - Comfortable with CRM and computer software (Excel, Power BI); - Comfortable with ticket and helpdesk systems (Zendesk, Omnidesk, or Jira). Benefits - Competitive salary based on your experience; - Commissions based on KPI; - It's a remote full-time job with working hours 09AM-6PM; - Laptop, headset, and mobile phone for work; - Health insurance after probation period; - Corporate meal card; - You will have a dedicated training manager, with onboarding and constant support from an experienced manager. Initially, you will be accompanied by members of our international team to meetings; - The start-up environment is fast-paced and constantly growing, with full support from our established international team; - Online & Offline camps, workshops, and gatherings.

Role Description This CSM owns a high-count book of existing Premier accounts that share a common profile: New and established, steady-revenue customers with limited near-term expansion headroom. The book is large in account and engagement across it is deliberately uneven — some accounts need a maintained cadence, some are healthy on a light-touch/reactive model, and some have gone quiet and need to be re-engaged. The job is to protect that revenue effectively. Success looks like high retention across the whole book, a disciplined renewal process, dormant accounts brought back into an active relationship, and the small number of accounts that do show growth signals identified early and routed to the right senior owner. This role requires a sharp ability to prioritize efforts based on a number of factors ranging from the customer's use case, technical requirements, training needs, etc. It reports to the Head of Customer Success and works closely with Product, Sales, and Support. Responsibilities - Own a substantial book of existing Premier accounts requiring varying levels of engagement — delivering reliable service, multi-threaded relationships, and high revenue retention across the book. - Apply a differentiated engagement model: maintain a steady cadence with actively managed accounts, keep light-touch/reactive accounts healthy and responsive, and run proactive outreach to re-open relationships with dormant accounts. - Own the renewal and forecasting process for your book, including proactive churn prevention and timely, accurate renewal forecasting. - Drive product adoption and ensure each customer's solution is configured for maximum value and aligned to best practices. - Identify accounts that show genuine expansion or strategic signals, and graduate them to the appropriate senior Premier or Strategic CSM rather than leaving growth on the table. - Onboard customers entering your book — including accounts promoted in from the Core segment — through kickoff, use-case discovery, and product training, scaled appropriately to account size. - Build long-term relationships and grow customer advocacy through case studies, testimonials, reviews, and references. - Understand each customer's pain points and how Insightful solves them, and funnel that feedback to Product and other internal stakeholders. - Monitor and analyze product usage across your book to spot risk and opportunity early. - Be an Insightful product expert and stay current on the roadmap and upcoming releases. - Act as the liaison between customers and internal teams (Sales, Support, Product, Billing). - Support customers day to day over email, phone, online presentations, and screen-share — including efficient, scaled and one-to-many formats where they serve the customer well. - Stay on top of every open issue or challenge a customer is experiencing with the product through to resolution. - Manage customer subscriptions and billing in Insightful's payment system. - Keep all customer information accurate and current in the CRM — essential discipline for a high-volume book. - Carry out other related duties as directed by the Company's leadership. Qualifications - 3+ years in customer success, account management, or a comparable client-facing role in B2B SaaS. - Demonstrated ability to manage a mid-size (40-50) book of accounts without letting things slip — strong organization, prioritization, and follow-through. - Clear, professional written and verbal communication, including the ability to run a crisp customer call or screen-share. - Proficiency with a CRM and customer success tooling; comfort working from data and usage signals. - Self-directed and process-oriented — someone who can run playbooks consistently and improve them over time. Bonus points - Familiarity with CRM's, Customer Success, and Product-analytics tooling (We use Hubspot, Vitally, and Pendo). How success is measured - Gross revenue retention across the book. - Renewal forecast accuracy and on-time renewal execution. - Re-engagement of dormant accounts (relationships reopened, accounts returned to active status). - Account opportunities identified and shared with appropriate stakeholders. - Customer satisfaction and CRM data quality across the book.

Job Description About UsHiBob helps modern, mid-size businesses transform the way they manage people, giving HR and managers all they need to connect, engage, develop, and retain top talent. Since 2015, we've achieved consecutive triple-digit year-over-year growth, all backed by our amazing team of Bobbers from across the globe, making us the choice HRIS of over 5,500 midsize and multinational companies and over 1 Milion users. Our HR platform is intuitive, data-driven, and built for the way people work today: globally, remotely, and collaboratively. About the RoleWe are looking for a CS AI Business Partner to help Customer Success turn AI strategy into practical business impact. As CS scales, operational complexity around support, escalations, incidents, customer communication, knowledge management, services, and proactive customer management continues to grow. AI creates a major opportunity to improve efficiency, customer experience, visibility, and proactive service - but capturing that value requires dedicated ownership close to the business. The CS AI Business Partner will consume the company-wide AI strategy, standards, and operating model led by AI Mind, and tailor them to the specific needs of the CS department across People, Processes, Technology, and Performance. This is a hands-on business partner role. The person will partner with CS leadership, CS Ops, CX Delivery, Support, Services, CXE, AI Mind, and AI RevOps to identify high-impact opportunities, build and operationalize AI-powered workflows, agents, and automations, and help CS move from reactive operations to proactive customer intelligence. Job Requirements What We're Looking For - 3+ years of hands-on experience working with AI - building AI-powered solutions, agents, automations, or AI-driven workflows in a professional setting. - 3+ years in roles requiring both technical depth and business acumen - such as solution architecture, systems design, technical consulting, product, operations, CS Ops, customer operations, or technology-driven business transformation. - Strong understanding of Customer Success, support operations, customer operations, or post-sale customer journeys. - Ability to translate business problems into practical AI solutions that are adopted by real users. - Strong technical and architectural thinking, including workflow design, integrations, prompt logic, agent behavior, automation, and scalable systems. - Understanding of AI solution design, including prompt engineering, context engineering, agent design, orchestration, workflow automation, integrations, and runtime behavior. - Experience working with operational systems such as Zendesk, Slack, Notion, CRM, knowledge bases, data tools, workflow automation platforms, or similar tools. - Strong execution mindset, with the ability to move from problem definition to prototype, rollout, measurement, and continuous improvement. - Excellent communication and stakeholder management skills, including the ability to present to leaders, facilitate workshops, coach teams, and translate technical concepts into business language. - Strong analytical skills, with the ability to define KPIs, identify patterns, measure impact, and improve performance over time. - High adaptability, curiosity, and comfort working in ambiguity as AI tools and business needs evolve. - Technical education or equivalent practical experience in Computer Science, Information Systems, Industrial Engineering, Data, Operations, or a related field. Strong Advantage - Experience working directly with CS, Support, CX Delivery, CS Ops, Services, or CXE teams. - Experience improving CS or support KPIs such as TTR, SLA adherence, deflection, self-resolution, escalation quality, incident response, or customer communication quality. - Familiarity with Zendesk architecture, automations, triggers, macros, routing, reporting, or support workflow design. - Experience with incident management, escalation management, observability, logs, Datadog, or technical troubleshooting workflows. - Experience with AI transformation, digital transformation, automation, enablement, or change management programs. - Experience working with product, data, engineering, IT, or RevOps teams to define requirements and bridge business and technical needs. - Experience in B2B SaaS or enterprise customer operations. Job Responsibilities - Translate the company-wide AI strategy into a practical CS-specific execution plan across People, Processes, Technology, and Performance. - Partner with CS leadership and operational teams to identify, prioritize, and deliver high-impact AI use cases. - Build, test, optimize, and maintain AI agents, automations, and workflows for CS. - Apply AI to improve support, escalations, incidents, customer communication, knowledge management, proactive outreach, and service delivery. - Connect AI workflows to CS systems and channels such as Zendesk, Slack, Notion, CRM, knowledge bases, data sources, and internal tools. - Help CS move from reactive support to proactive operational intelligence by surfacing risks, friction, bottlenecks, technical issues, and service opportunities earlier. - Drive adoption through enablement, coaching, workshops, documentation, and hands-on support for CS teams. - Define and track success metrics, including adoption, quality, accuracy, cost, efficiency, customer impact, and ROI. - Capture field intelligence from users, workflows, and customer signals, and translate it into product requirements, process improvements, and strategic recommendations. - Partner with AI Mind on methodology, standards, governance, reusable capabilities, and measurement, and with AI RevOps on cross-GTM customer intelligence and revenue-related workflows. Success Looks Like - AI automates meaningful operational work across CS. - CS moves from reactive support toward proactive customer and operational intelligence. - Reduced ticket ping pong and manual handoffs. - Improved TTR, SLA adherence, deflection, and self-resolution. - Faster, more scalable incident management and customer communication. - Better visibility into customer sentiment, operational risk, recurring friction, and technical issues. - More proactive identification of churn risks, escalations, customer friction, operational bottlenecks, and service opportunities. - AI-generated insights become embedded into CS decision-making and operating rhythms. - CS teams become more confident and capable in using AI independently. - CS scales without proportional growth in operational overhead. Benefits HiBob is a village filled with amazing people and we're especially proud of that. It's a place where Bobbers can be themselves. We're about fun, dreams, hopes and ambition, just as much as we are about precision, growth, and top performance. Becoming a Bobber means you'll receive competitive Total Reward offer including: Financial & Equity Incentives - Equity Plan: Participation in the Company Share Options Plan - Social Contributions and Keren Hishtalmut - Employee Referral Program: $2,500 for each successful hire - Wolt Benefit (meal card): ₪1,000 per month Health, Wellness - Private Health Insurance: Comprehensive premium medical coverage - Sick Leave: Full payment from the first day of illness - Wellness Benefits: Annual Headspace subscription and dedicated wellness programs - Preventive Screening: Health screenings for employees aged 40+ Work-Life Balance & Leave ⚖️ - Paid Time Off: Competitive paid time off policy - HiBaby: 3 weeks of additional fully paid bounding time for new parents - Bob Balance Days: 4 additional company-wide "long weekend" days (one per quarter) - Social Impact: 2 paid days per year for volunteering and social contribution - Work from Anywhere: Temporary remote work option for up to 2 months (available after 6 months of tenure). - Birthday Day Off: Enjoy a day off during your birthday month Hybrid Work & Office Environment - Hybrid Model: A flexible balance between office and home-based work - Home Office Allowance: One-time stipend to ensure an ergonomic and productive home setup - Transportation: Monthly travel allowance or parking arrangements - Pet-Friendly: Dog-friendly office environment to support a stress-free workplace Culture & Growth - Social Events: Regular team-building and company-wide events, both local and global - Professional Growth: A culture built on precision, performance, and ambitious career scaling If this sounds like something you've been looking for, we'd love to have you. Come on, join our village