Ofir Ronen Email & Phone Number

Chapel Hill, Nc, Us

New York, Ny, Us

Promoted to lead a global post-sales organization that covers Customer Success, Professional Services, Customer Support, and Partner Success; leadership responsibility for 400+ employees.Enabled measurable business impact – renewal rate above 90%, reduced time to value, focus on business outcomes that drove Net Promoter Score (NPS) of 62.Spearheaded task force to create scalable, repeatable, and seamless processes to transition existing customers to SaaS platform in a collaborative effort between Professional Services and Customer Support teams.Modernized customer training program to align with new SaaS product; launched initial program in 6 months and full coverage program within 18 months in partnership with Product Management and Marketing teams.

New York, Ny, Us

Promoted to global leadership role with mandate to build a Customer Success team to support transition to subscription-based licenses and improve performance of Professional Services team.Scaled Customer Success and Professional Services teams x20 and x2, respectively.Spearheaded development of new Customer Success function – defined roles, responsibilities, and KPIs. ➙ Developed value-add programs to enhance service offerings and increase product adoption. ➙ Implemented Gainsight customer success platform to capture insights and drive best-practices.Transformed capability, morale, and internal brand reputation of Professional Services through engagement and empathetic leadership. ➙ Enlisted influential team members to share my vision, built trusted relationships, and identified opportunities for quick wins and professional growth.

New York, Ny, Us

Promoted to a global role, expanded operations by opening a site in Cork, Ireland, and scaled the team by 50% within 2.5 years. Improved service levels and employee satisfaction in EMEA by opening a new site in Ireland, hired and supported a local Manager to build a team. ➙ Cultivated a high-performing team with strong technical knowledge and shared work culture by importing a regional lead and expert team leads to expedite the enablement process.Scaled the Cork office to 20 employees in 2 years while improving EMEA CSAT by 20%.Developed a streamlined customer experience through improved collaboration and process alignment.

New York, Ny, Us

Promoted to a leadership role to open a new US-based site and scale the team (x10 in 4 years).Developed a talent pipeline program to support rapid growth and diversify workforce; designed intake and selection process that improved retention, reduced cost, and resulted in consistent promotions.Improved quality of service, resolution times, and customer satisfaction by establishing a dedicated support team with a business orientation and focused expertise.

New York, Ny, Us

Promoted into Sales organization and gained valuable customer lifecycle and post-sale customer experience insights.Achieved quota each quarter and exceeded yearly quota.

New York, Ny, Us

Developed system documentation and training with a Product Manager and Engineer; presented training to support and sales teams improving case closure rates, reduced escalations, and fewer cases opened by sales.Resolved technical issues for customers to ensure audit deadline attainment; took ownership of resolution process and created a custom solution that maintained high customer satisfaction.

Us

Developed foundational technology capabilities for networks, hardware, and software at the investment banking firm.Built NY office from ground up and managed IT infrastructure to support trading system availability of >99.5%.Managed global support team for customers, employees, and development team.Technical lead for all SEC and FINRA controls including auditing and remediation for Trading and Research departments.Partnered with Compliance Officer to manage risk and successfully pass regular SEC and FINRA audits by creating repeatable processes and audit readiness protocols.