Iris Rothenberg Email & Phone Number

Center District, Israel

Emea

Sr. Manager Customer Insights & Product Experience @ VIMEO

Israel

* Leading the CX strategy and CX initiatives (Retention, Complaints.) to improve Customers Loyalty. * Customer Journey - listening to our Customers feedback (via ‘Qualtrics’) along their journey, map their pain points and build insights which drive improvement actions. * Driving data-driven decisions through BI analytics.* Monitor and analyze customer feedback, satisfaction metrics with Operation business data to Identify opportunities for service improvement.* Cross-functional collaboration (Customer Care, Digital, IT) to streamline processes and enhance operational performance.

* Designing Contact Center processes for a seamless and advanced customer experience.* Analyzing and presenting customer journey challenges.* Working with senior management to improve customer experience at key customer touch points.* Driving steering meetings and help leading change.

Led Global VIP and Conferencing support operations for customers globally.* Led and mentor Global teams of ~20 employees including managing managers, providing guidance, and development opportunities.* Led strategy and execution of services deployment, improve customer experience, and reduce cost. * Building and implementing service policies and processes globally* Drove key projects to implement new services across the entire company. * Built and met service KPI's, customer satisfaction and SLA's.* Establish strong relationships with key stakeholders gaining their support for customer experience initiatives.* Responsible for escalation and representing the services organization in front of customers.

Responsible that EyeClick Customers and Partners around the world will get the best experience using EyeClick product and services. (SaaS)Led Global Customer Service & technical Support and Customer Success (sales).* Managed a team of Support Managers and Success Managers across US, Europe and Israel. * Customer Success - Responsibility for ongoing relations: onboarding, services, and contract renewals.* Built Customer Success strategies.* Built and monitored key global process to improve customer satisfaction, efficiency and meet goals and KPI's. * Built strong relationships across top partners to ensure they deliver great customer experience and sales.* Worked closely with Product, R&D, QA and Sales teams to improve support and add value to Customers

Europe And Middle East

Lead strategic project for Europe, Middle East and Africa:* Lead and monitor project activities and oversee the delivery of activities in line with the project milestones. * Own the project plan and built executives reports.* Present the project status to the leadership, key stakeholders and the client. * Coordinate activities with different work stream owners in Europe. * Evaluate complex and risk situation, identify and present mitigation solution.

Europe

Led Support Program management and business intelligence for Microsoft support across Europe.* Built support strategy, key process, and support models to improve customer satisfaction and efficiency. * Successfully met Customer Experience/Satisfaction targets (above 80% very satisfied and up to 5% Dissatisfied).* Successfully managed a $30 Million budget across European markets.* Managed Program managers and BI analytics team across Europe. * Led analytics activities, analyzed markets trends and produce meaningful business data from various data sources.* Map customer touch point's information and led the Voice of the Customer initiative to improve customer experience. * Owned and drove the Consumer group P&L, forecast, monitoring and reporting process.* Part of the leadership team, taking active part in strategical planning.

Built and led the security technical support operation covering support across Europe. Led support teams across Europe (Service Delivery and Technical Leads (.* Overall responsibility of the support operation, improving quality of services and service KPI's, built process and initiatives. * Managed global partner/subcontractors relationship at the outsourced sites (Europe, India and US).* Drove key projects designed to improve efficiency, reduce cost and improve customer experience.* Drove and met annual budget, business reviews and emergency response plans.* Successfully cut $1 Million in one quarter to reduce cost. * Lead incentive programs to promote sales, generate revenue and 'one to many' approach. * Act as the business owner for key regional projects, partner migrations impacting the EMEA Consumer Support group.* Partnered with key stakeholders to develop an EMEA Consumer Support strategy.

Managed the technical support operation for Enterprise customers and Small Medium customers. * Manage the technical support operation as well as support engineers' team.* Lead escalations and present solutions and mitigations to the leadership. * Managed complex process, initiatives and technical priorities to successful completion.* Implemented Global best practices and methodologies in the Israeli support business. Coordinated training to our team.* Develop and manage the outsourcing support operation. * Developed, negotiated and managed contracts with our partners.* Built new business support models for different audiences.

* Built collaboration and support programs with the services partners.* Services Sales – successfully met revenue targets with 30% year over year growth of customer base. * Collaborate with Sales to promote the services offerings. * Managed the outsourced Professional and Enterprise support business in Israel.* Managed the Services Partner channel.

* Manage directly a portfolio of Enterprise customers, responsible for the technical relationship with them.* Managing the customer's technical incidents and escalation to Microsoft.* Developing a consistent long-term partnership with customers ensuring ongoing success, product adoption and realize the full value of their investment.* Responsible for improving customer experience and retain customers.* Responsible for contract renewals and negotiation. * Working with the Customer senior management level along with Microsoft consulting and Sales teams. * Communicate technical information, supportability issues, strategic product plans and organized technical events.* Serving as a focal escalation point for the customer issues.

Bachelor Of Applied Science (B.A.Sc.), Communication & Management

M.C.S.E

Itil Certification

Customer Experience Course, Customer Experience

Activities and Societies: How to drive and impact Customer Experience in the new economy