Ori Chen Email & Phone Number

Netherlands

North Holland, Netherlands

1. Managing fortune 500 enterprise customers engagements. 2. Driving customer adoption and success using Atlassian's suite of products.3. Increasing collaboration, productivity, cost savings and team work across my customers organizations.

Amsterdam Area

1. Leading & Growing Europe Confluence & Access SaaS customer support team2. Managing a global x10 scale technical support and service operation3. Hiring, onboarding & mentoring a team of service & support engineers4. Supporting Fortune 500 companies in high scale mode and during cloud migrations5. Using data and driving operations, staffing and forecast, NPS, CSAT, and KBM analysis to support company growth

Sofia, Bulgaria

Tryond - a software development company focused on creating a SaaS platform for the financial sector.1. Managing and setup of customer service & support, B2C\B2B & customer onboarding department2. Building the team from scratch, hiring, team roadmap, OKRs, processes and finance 3. Creating work procedures, KPIs, SLA, supporting systems (CRMs, Project Management) & 3rd party vendors management4. Managing Finance, Legal, compliance & regulation5. P&L monitoring6. Measuring and Setting OKRs

Tel Aviv Area, Israel

About Carbyne911 - an Israeli startup with mission to save lives using 911 SaaS platform for emergency centers.1. I Built Carbyne911's cloud service department, technical support and data analysis department.2. NOC and monitoring establishment including hiring and onboarding external vendors 3. Led commercial and technical negotiations 4. Setting up the company service methodology, SLA and KPI

Tel Aviv Area, Israel

Israel

Cyberbit - an Israeli cyber security company with few lines of products for cyber education and protection (subsidiary of Elbit systems)Established Cyberbit's customer service and tech support organizationCreated work procedures, SLA goals and processes with sales, product & R&DSetup support for 4 different product lines, including EDR, SIEM & Cyber simulator

Israel

• Managing APAC key strategic Clients accounts, technical services & support for Verint security and intelligence products portfolio.• Insuring high availability of all systems according to strict SLA, making sure KPIs are met, creating and customizing periodic reports for monitoring of service levels• Customer facing - Meeting with customer management teams to report and collect feedback. • Working to expend and upsell customer product portfolio, crafting new proposals while working internally with R&D, QA, Sales and Pre-sale departments.• Matrix and direct Management of multi lingual teams in worldwide offices• Negotiating with 3rd party vendors, procurement processing, renewing service contracts and monitoring EOS\EOL policy to align to my company service agreements• Budget control - Planning and monitoring of project budget, responsible for P&L and out of pocket expenses. • Managing service providers, handling integrations of 3rd party installations and successful implementation of our products

Israel

• Leading Tier 2 &3 support for EE and North America regions• Managing software delivery projects from inception to installation, working with TOC, project timing, cross department and matrix management of QA and Development team to assure high quality delivery• Streamlining escalation process from site to internal departments.• Creating reports and allowing high management and peers visibility into the region statistics and service performance using advanced reporting tools

Israel

Tier 3 support for Verint products

Israel

Managing technical support groups