Ilan Buchbinder Email & Phone Number

Tel Aviv-Yafo, Il

Tel Aviv, Israel

- Analyzed customer tickets for actionable insights and presented them to product teams, that were adding to development roadmaps- Researched, developed, and presented product training for customer experience professionals, about automations, and third-party platforms (Google suite, Microsoft Outlook, Microsoft Teams, Zendesk, Slack, Salesforce, and Jira)- Acted as a subject matter expert within the customer-facing departments for Automations and Integrations related inquiries- Managed and created internal knowledge materials, and consulted in the development of external articles- Presented webinars and community-hours about product features to customers- Joined customer escalation calls when necessary as a subject matter expert

Tel Aviv, Israel

Tel Aviv, Israel

- Took technical content and packaged it in a digestible way for our core audience, event professionals, on our knowledge center- Acted as a conduit between our Product and R&D teams in Tel Aviv and our go-to-market teams in US- Helped clients solve problems faster by moderating our client community- Created customer-centric microcopy with our Product team to ensure everyone has a frictionless user experience- Wrote and initiated an internal audit plan to review 250+ pieces of content in the Knowledge center- Helped develop and maintain internal monthly email sharing key metrics and customer data

Jerusalem, Israel

- Responsible for transferal of product knowledge with Sales, Dealer Experience, Marketing and Sales Partner teams- Presented at international training seminars for internal team members- Regular updates to entire company of product updates- Owned and optimized knowledge center (Zendesk)- Authored and implemented knowledge transfer process- Created internal Academy for self-guided learning- Created and ran product training schedule of all new team members of AutoLeadStar products

Jerusalem Area, Israel

- Supported sales team, spread out across the USA- Maintenance of CRM, including authoring process guides, and optimization processes- Creation of automations, uniting 3+ different systems, to create an optimized and smooth process from contract signing, through to customer going live- Held regular training sessions of sales team and kept them up to date with latest product changes and updates- Created and ran all training of all new members of the AutoLeadStar sales team

Israel

- Gathered and documented the business requirements and validated them against the business objectives- Performed user acceptance testing at the close of the projects. - Ensured that there are clear deliverables and KPIs for every project and that all requirements are clearly defined in the planning phase- Followed the production process and made sure tasks were being completed as per requirements and according to schedule

Raanana, Israel

- Produced high quality deliverables for senior stakeholders of Fortune 500 and similar-sized global enterprises- Conducted cross-channel journey, response rates, NPS, customer satisfaction, analyses delivering deep-level insights on client's Customer Experience metrics- Conducted Natural Language Processing (NLP) reviews and made recommendations for improvements of how customer feedback is categorized- Established and maintained customer experience benchmarking pool

Har Tuv, Israel

- Managed projects of small and medium scale- Managed hiring, and management of off-shore developers- Basic QA web/mobile testing of pre-market products- Liaising with potential and existing clients- Wrote and edited content for both English and Hebrew websites and mobile applications- Research and recruitment of new domestic staff members- Light office administration

Israel

- Coordinator of site visits for potential donors and representatives of charity organizations- Receive and evaluate requests for visits to JDC programs and create suggestion lists, confirmations and itineraries for visits of varying sizes and importance- Liaise with the JDC field staff and external operators about the logistics and content of visits- Prepare colleagues before they embark on staff missions by giving them the information required and assisting in all elements of the visit- Staffing missions, assisting in sharing information of programs as well as translation where necessary- Liaison with the IT department for the systems database- General office duties