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.

* 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.

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.

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.

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.

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.

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.

* 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.

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