53
זכר
נשוי
****
מלאה
מידית
תיכונית, תואר ראשון, תואר שני
עברית
אנגלית
ערבית
רכב פרטי – רישיון ב'
רכב פרטי
Master of Business Administration Specialization in Marketing, 2021 - 2023 | The Open University of Israel
Grade: Cum Laude
Bachelor of Social Sciences, 1998 – 2003 | The Open University of Israel
Computers and Management, 1998 – 2003 | The Open University of Israel
השכלה
דיפלומה
Project Management Professional (PMP), 2020 | Project Management Institute
שירות צבאי
1992 - 1997
קב"ר ב-8200.
ניסיון תעסוקתי
2016 - 2022: Customer Success Manager and Delivery and Support Team Leader – Revionics
Revionics provides enterprise retailers with leading, science based SAAS B2B solutions for pricing, promotions, markdowns and competitive insights to achieve pricing optimization, increase ROI, profit lift and more.
· Manage projects from kick-off to ongoing maintenance.
· Define and manage the implementation AI’s of new projects from kick-off to go live.
· Maintain live accounts, in terms of coverage, accuracy and exported data.
· Establish, manage and mentor the support team, define its targets, working procedures and required knowledge, to set up the accounts’ environments, monitor their wellbeing and the data integrity.
· Ongoing correspondence with the customers to get voice of customer regarding projects’ benchmarks, configurations’ fine-tunings, data validity, bugs and features.
· Identify and report bugs, recommend new features and enhancements to existing ones.
2015 – 2016: Strategic Customer Project Manager - SanDisk
SanDisk (today Western Digital) designs, develops, and manufactures data storage solutions. The Company offers memory cards and readers, USB flash drives, digital media players, wafers, and other related components.
· Responsible for inbound activities from Design-In to Design-Win of SanDisk’s strategic mobile companies.
· Manage deliverable samples to customer, set requirements and priorities and ensure on time delivery.
· Act as the customer's POC for feedback and the interface for crisis management and problem solving.
· Escalate backlog confirmation and delivery issues.
· Provide reports and forecast analysis regarding projects' status, customer situation, project transitions, allocation & backlog alignment.
2013 - 2015: Customer and Support Team Manager - NSO
NSO provides authorized governments with proprietary spyware technology, which has remote zero-click smartphones’ surveillance capabilities that helps them combat terror and crime.
2014 – 2015 Support Team Manager
· Establish the team from scratch, define its goals and work procedures to provide a 24/7 SLA based support. Set up, define ticketing process and prioritize tickets as needed.
· The team supports customer accounts and provides back-to-back services, system upgrades and maintenance, opens and tracks customers’ tickets, reproduces bugs and offers workaround solutions.
· Internally, the team works closely with the customer managers, R&D, QA and product teams, to ensure commitments to customers are met.
2013 – 2014 Customer Manager
· Manage the customer’s project and its milestones; Coordinate internal resources, third parties and vendors to ensure project is delivered on time and within scope.
· Build the ongoing relationship and correspondence with the customer and all stakeholders.
· Ensure resources are allocated and available.
· Maintain a detailed project plan to monitor and track progress; Report and escalate to management as needed.
2007 - 2013: Support and Field Engineer, Intelligence Solutions Division - NICE
Nice provides cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data.
· Deliver and support of telephony and IP monitoring and processing systems for customers worldwide.
· Perform system configuration according to project specs, integration, maintenance, upgrade and 24/7 support.
· Perform FAT / SAT procedures.
· Simulate and reproduce bugs with R&D and QA and testing released versions.2015 - 2016
Strategic Customer Project Manager - SanDisk
• Responsible for inbound activities from Design-In to Design-Win of SanDisk’s strategic mobile companies.
• Manage deliverable samples to customer, set requirements and priorities and ensure on time delivery.
• Act as the customer's POC for feedback and the interface for crisis management and problem solving.
• Escalate backlog confirmation and delivery issues.
• Provide reports and forecast analysis regarding projects' status, customer situation, project transitions, allocation & backlog alignment.2014 - 2015
Support Team Manager
Establish the team from scratch, define its goals and work procedures to provide a 24/7 SLA based support. Set up, define ticketing process and prioritize tickets as needed.
• The team supports customer accounts and provides back-to-back services, system upgrades and maintenance, opens and tracks customers’ tickets, reproduces bugs and offers workaround solutions.
• Internally, the team works closely with the customer managers, R&D, QA and product teams, to ensure commitments to customers are met.2013 - 2014
Customer Manager
Manage the customer’s project and its milestones; Coordinate internal resources, third parties and vendors to ensure project is delivered on time and within scope.
• Build the ongoing relationship and correspondence with the customer and all stakeholders.
• Ensure resources are allocated and available.
• Maintain a detailed project plan to monitor and track progress; Report and escalate to management as needed.2007 - 2013
Support and Field Engineer, Intelligence Solutions Division - NICE
• Deliver and support of telephony and IP monitoring and processing systems for customers worldwide.
• Perform system configuration according to project specs, integration, maintenance, upgrade and 24/7 support.
• Perform FAT / SAT procedures.
• Simulate and reproduce bugs with R&D and QA and testing released versions.
Experienced PMP with 15 years of customer, project and team management positions in SAAS B2B e-retail solutions as well as security intelligence markets.
Leading multiple projects from discovery and onboarding through to delivery and support, withing schedule, meeting customers’ expectations, and helping them gain more value from their product. Building and nurturing excellent customer relationships, achieving high customer satisfaction, thus increasing company’s retention rates.
Establishing, leading and mentoring teams towards successful completion of tasks with continuous improvement in performance; Actively collaborating with development, product and sales teams to enhance companies’ products and deliver successful pre-sale demos.
Major Accomplishments
· Delivered successfully over 30 different projects of various scales.
· Played a major role in achieving a 95% retention rate, with up to 8 consecutive years’ account’s renewals.
· Enhanced customer’s onboarding experience, and gained a faster and successful onboarding, by redefining the customer’s discovery phase to a proactive process.
· Met and exceeded customers’ SLA’s by redefining support and dev team’s workflows in Jira and Zendesk.
