David Vaknin Email & Phone Number

Newton, Ma, Us

Manage a team of leads responsible for service delivery strategy, best practices, enablement, and the voice of customer and partner for the company's SaaS Identity Security solutions. Drive continuous improvement in all areas of responsibility through the definition of strategy, implementation of new processes, and initiatives associated with service delivery and product enablement for the field and partners. Through these initiatives make data-driven decisions while also reducing operational overhead in service delivery and product.Key Achievements:• Revamped service packages and their accompanying processes, resulting in over 30% year-over-year improvements in lead time, deployment completion, and Time to First Value for the relevant product• Led the creation of the first comprehensive customer onboarding dashboard, analyzing key service delivery metrics to identify trends and improvements impacting Time to First Value• Leading the implementation of a customer-facing relationship and project management system to enhance standardization, visibility, collaboration, and customer value• Expanded partner program, driving training, enablement, and certification, resulting in a yearly 60% increase in partners deploying CyberArk’s SaaS Identity Security solution

Newton, Ma, Us

Lead all customer-focused services (Consulting, Implementation, Technical Support, Customer Success) for the company’s new SaaS Identity Security solution providing end-to-end service for customers worldwide. Responsible for service deployment, adoption, and expansion, and meeting/exceeding SLAs and KPIs. Develop and execute organizational strategy for launch, deployment, success management, and sales enablement of the company’s new flagship product.Key Achievements:• Hiring and building a global team from 0 to 40+ in 2 years to provide all post-sale services supporting product growth and customer success• Supported growth of the solution’s customer base to be 10% of the company’s total customer base, over 30% of new logos, and close to 20% of company revenue in just over 2 years• Building and executing professional services packages focused on providing value to the customer, enabling quicker sales cycle, and supplementing with customer success-driven activities• Achieving 95% renewal rate for the solution and while increasing revenue from professional services packages to above 20% of total revenue• Developing company-leading initiative, with R&D and Product Management, of telemetry tools and reports to collect data on product usage, drive towards improving product, and build customer success initiatives and processes• Building and running partner and channel training and certification processes to enable and leverage Integration Partners to deploy and expand service

Newton, Ma, Us

Led global technical support operations delivered by 6 globally dispersed teams supporting global enterprise customers and partners throughout the software deployment’s life cycle for entire product line. Accountable for SLAs, strategy, planning of primary customer service organization and customer satisfaction as well as employee satisfaction, development, and retention.Key Achievements:• Improved response times, customer satisfaction, and employee satisfaction while reducing department overhead by merging Level 2 support teams globally and aligning processes• Set clear KPIs and benchmarks to measure performance of individuals and entire support organization

Newton, Ma, Us

Managed regional technical support teams in EMEA & APJ providing Tier 2 support on entire product line for enterprise customers. Ensured SLA maintenance, customer satisfaction, and organizational stability. Recruited and managed teams, set and measured KPIs, and served as escalation point. Oversaw team development and supported training courses while building local teams, training team leaders, and ensuring alignment with department strategy.Key Achievements:• Helped define EMEA & APJ support strategy• Provided project management for dedicated support development• Initiated and supported product improvement processes with cross-functional partners

Newton, Ma, Us

Oversaw EMEA & APJ Tier 2 technical support team providing remote support to large enterprise customers for entire product line while maintaining SLAs and ensuring customer satisfaction. Recruited and managed team, optimized process management and procedures, set and measured KPIs, maintained knowledge base and quality assurance initiatives. Addressed Tier 2 and Tier 3 escalated calls.Key Achievements:• Expanded regional tech support team and established new teams in UK and Singapore• Expanded globalization of support organization by collaborating on processes with US team• Built off-hours support processes

Newton, Ma, Us

Provided remote Tier 2 support for large enterprise customers while maintaining SLAs and ensuring customer satisfaction for CyberArk’s entire product line. Trained new employees, wrote how-to articles and troubleshooting guides, and provided escalation support.

Burlington, Massachusetts, Us

Wrote test and quality assurance documentation and designed and executed test plans on applications used internally and externally within the FraudAction product suite.

Burlington, Massachusetts, Us

Led a team of 30 fraud analysts and provided solutions to enterprise clients’ needs. Established and managed new processes and trained new shift managers. Installed servers, software, and databases. Wrote product specifications, PRD, and SRS documents, and installation guides for product and version releases.

Burlington, Massachusetts, Us

I was a member of the team in charge of detecting, analyzing and shutting down websites, internet servers and email accounts involved in internet fraud, such as: phishing, Trojan horses, vishing, pharming and 419 scams.

Haifa, Il

I was a member of the team in charge of updating and sustaining the databases supporting the tech-support teams.

Il

Assisted end-users in solving internet connectivity problems. Trained and assisted new employees in the team.

Computer Science And Mathematics

Psychology