Seasoned Client Operations leader, with 20+ years of experience & proven track record of successful planning, implementation, leadership & continuous improvement of Global Client Operations (specifically Technical Support & Professional Services) teams, responsible for all customer functions, from solution implementation through user training, adoption & continuous, proactive & reactive support - in fast growing companies, startups & mature. I've planned, structured, reorganized & optimized global Technical Support & Professional & Managed Services organizations to maximize individual, team & organizational KPIs, tightly aligned with the company's goals, objectives & budgets. I've successfully built & led professional, high-performance, cross cultural global teams supporting unique customers & users of complex technical products, in all life cycle stages - always resulting in excellent customer & team satisfaction & appreciation. Building small to medium size teams of professionals in different levels (from interns to PhD engineers), setting individual & team goals & objectives - helping each individual maximize their potential & grow professionally - increasing engagement & retention. I believe in Knowing the way, Going the way, Showing the way. Specialties: Client Operations, Tech Support & Professional Services, Business Process Optimization, Customer Journeys, Resource Utilization & Optimization, Strategic & Tactical Project & Program Management, KCS-based multi-touch contact centers, team building & leadership, incident management & resolution, training, budget planning & budget management.Most recent achievements: I've designed, built & led Cellebrite's Forensic Labs organization (CBFL's) in the Americas, handling forensic customers digital evidence processing, utilizing leading edge technologies under ASCLD (American Society for Criminal Lab Directors) standards and working with zero-tolerance clients. In parallel, I've restructured and led the industry's top quality Tech Support organization, responsible for supporting Cellebrite's forensic customers in the Americas via a multi-touch contact center (CSAT > 95%). At Vimeo, I built the Enterprise Global Support organization from the ground up, leading & optimizing it into a profit center in record time. At my own company, I've been providing similar services as the principal consultant to a variety of companies in the SMB and Enterprise space - including solution engineering & uncompromising support. Avid drone pilot and skipper, photo/videographer, a perpetual student & coach.