Smadar Golan Email & Phone Number

Tel Aviv District, Israel

Leading HiBob's Professional Services Engineers team, I am focused on building a high-impact, strategic function that drives customer success and shapes product evolution. Our team combines deep HR domain expertise with technical product knowledge to deliver tailored, high-value solutions for complex customer needs. By serving as trusted advisors and amplifying the Voice of the Customer, we ensure HiBob’s product roadmap aligns with real-world usage and long-term value for our clients.I'm committed to developing the frameworks, processes, and expertise within the PSE team that empower CS and PS. In close collaboration with Product Management, we prioritize customer-driven features, address product gaps, and enhance retention through scalable solutions that meet both immediate needs and future growth. Together, we ensure our work directly supports HiBob’s goals and strengthens our customer relationships for sustainable success

Tel Aviv District, Israel

In collaboration with HiBob’s Learning & Development team, I co-lead an internal mentoring program focused on building leadership skills and mentorship best practices across the organization. My role includes shaping the program’s structure and supporting its implementation to develop a network of skilled mentors and reinforce leadership excellence. Additionally, I actively mentor managers, helping them strengthen their leadership skills and navigate complex challenges. This initiative fosters a culture of growth and strategic development, fully aligned with HiBob’s commitment to putting people first.

Tel Aviv, Israel

Led a regional team of Implementation Managers (IMs), focusing on building a skilled, independent team to deliver exceptional value through seamless project execution and customer onboarding. Collaborated with the data team to design and implement onboarding product adoption scoreboards, delivering data-driven insights that improved customer experience and drove adoption.Managed cross-functional relationships to support customer retention, solve complex needs, and identify upsell opportunities. Proactively led risk mitigation efforts and managed escalations to support CSMs, ensuring smooth and impactful customer journeys. Led change management initiatives to refine processes and elevate delivery standards.

Israel

- Lead processes enhancements and change management. - Design and execute leadership & mentoring plans.- Consult and coach managers and employees to exceed their performance goals.- Provide guidance to managers and employees on how to resolve conflicts and improve teamwork.- Level up skills.- Recruiting - Interview and evaluate candidates.- Full employee life cycle - onboarding, development, retention and offboarding.

Israel

- Coach executives to achieve management, organizational and personal goals.- Coach people to build up confidence, skills and achieve goals.- College Lecturer - building and teaching custom-made programs: Group facilitation and business courses.- Expert in leading change processes - I’m designing change, learning and developing processes that will lead individuals and groups to acknowledge their skill set and learn new skills, build up their confidence and achieve desired results.

Israel

- Lead customer Product Technical Support and Implementation department.- Department healing - Lead change processes to improve performance and satisfaction.- Lead and facilitate large scale malfunctions as a single point of contact to customers, leadership, vendors and employees. - Responsible for CRM and call center systems implementation.- Implement and improve business and service processes to improve department efficiency - Create and manage a yearly work plan and budget- Build, analyze and inspect KPI’s- Create service delivery processes, implement and significantly improve overall satisfaction.

Israel

- Lead internal Tech Support - ~8000 customers | Lead 7 team leaders | 50 employees | 12k incidents per month- Implement On-Boarding process (IT) for new employees- Operate real time, large scale production and office malfunctions- Investigate incidents and implement changes | Change Management- Implement ITIL processes globally and cross org processes

- Super complex, world-wide implementation project- Build from scratch technical support teams- Lead, design and supervise the entire technical and instructional aspect of the project.- Train the trainers - Build the team, define knowledge to ensure delivery.- Train all Teva C-level executives.

- Lead multilingual global help desk to excellence- Implement supporting tools - characterize, design and plan effective work processes to increase productivity. - Design, build and manage KPI’s- Review processes and lead change.

- Tackling one of the most challenging missions of management - I was promoted from being a team member to team leader - Using my strong communication skills and people strategy planning to overcome hostility, resentment and trust issues.- Built up a trusting excellent team, which provided great service with high satisfaction rates and were highly engaged as individuals and as a team.

Israel

Research, analyze and identify knowledge and development gaps for outsourcing teams (at customers sites) and design individual and team plans to close gaps.

Executive Coach, Human Resources Development

Certified Coach, Human Resources Development

Behavioral Psychology, Behavioral Sciences, 98

Group Facilitator, Behavioral Sciences

Associate'S Degree, Naturopathic Medicine/Naturopathy