As the Global Director of Customer Success at Pendo, I oversee key programs, lead various teams, and manage operations across North America, EMEA, and ANZ. I strive to inspire my team to put customers first, fostering a culture of success and innovation.Responsibilities:- 1:1 and 1:Bucket Programs: I manage individualized and group-oriented customer success initiatives, tailoring our approach to meet unique customer needs, and fostering long-term relationships.- 1:Many Training Program: I spearhead a comprehensive training program, creating educational resources that empower customers to effectively utilize our products.- Global Team Management: My role involves managing a globally distributed team across five different time zones, emphasizing clear communication and adaptability to ensure seamless operations.- Customer Success Engineer Team: Beyond customer success responsibilities, I supervise a team of Customer Success Engineers. I focus on aligning their technical expertise with our customer success objectives to consistently deliver exceptional results.- Operation Center for Data Collection: I've built an operations center responsible for collecting data from various client sources. This center enables our team to draw insights and make data-informed decisions, further enhancing our customer success efforts.- Customer Data Analysis and Insight: I leverage customer data to identify growth opportunities, manage risk, improve product adoption and retention, and inform product and process enhancements.- Team Development and Growth: I am responsible for hiring, nurturing, and leading a high-performing team. My leadership style combines goal setting, coaching, and continuous feedback to ensure team success and development.- Strategic Planning and Profitability: I handle strategic project scoping, resource allocation, and profitability management. Regularly meeting with clients to provide leadership, strategy, and direction is also part of my role.

As the Director of Customer Success, I am responsible for leading and managing the customer success team for our growth clients in EMEA. My responsibilities include:- Implementing data-driven techniques, such as 1:1 and 1:many interactions, to improve customer satisfaction and drive business growth.- Building and implementing training programs for our customers.- Managing and developing our team to ensure they are equipped with the skills and knowledge to provide exceptional customer support- Implementing processes and technologies to improve customer interactions and drive data-driven decision making.- Staying up-to-date on the latest trends and developments in the field and continuously seeking out new ways to drive innovation and improve the customer experience.- Collaborating with cross-functional teams, such as sales and product development, to align on strategies and goals.- Developing and maintaining strong relationships with key stakeholders, including our largest client in EMEA, to drive customer satisfaction and loyalty.

- Successfully increased customer retention rates by 25% through implementation of personalized support strategies.-Developed and implemented a comprehensive onboarding program for new customers, resulting in a 20% increase in customer satisfaction.- Established and maintained strong relationships with key customers, leading to an increase in customer loyalty and repeat business.- Collaborated with cross-functional teams, including sales and product development, to ensure that customer needs were met and exceeded.- Created and managed a team of customer success managers, providing ongoing training and support to drive individual and team performance.- Developed and managed a customer feedback system, using insights to drive continuous improvement in the customer experience.- Implemented a customer success metrics tracking system to monitor key performance indicators and drive data-driven decision-making.- Conducted regular customer satisfaction surveys and used the insights to drive improvements in the customer experience.- Developed and executed a customer success strategy that aligned with the overall business goals and objectives of the organization.- Acted as a customer advocate within the organization, ensuring that the customer perspective was considered in all decision-making.

As a Team Lead, I encourage and empower my team to reach their full potential as CSM\AM. - Design success frameworks for the IL & SA regions to drive team engagement and development. - Develop strong relationships with senior sales leaders and internal stakeholders, aligning our course of action with the region’s needs- Coach the team through organizational change - Mentor people on their career development - Enable my team to achieve their KPI's- Negotiate on contract renewals and upsells- Create and implement targeted territory development plans - Serve as a trusted escalation point for my team - Hire new members into the IL teamFor 1.5 years I held the AE duties in the IL market:- Manage the entire sales process to ensure delivery against key performance metrics, with a strong emphasis on new business sales, while expanding existing accounts in our region- Interact with C-level.- Experience in up-sell and cross-sell deals- Lead new contract negotiations

- Build and run custom demos for prospective clients.- Develop and maintain client relationships with allocated accounts until closed.- Pitching f2f the Datorama offering to new clients and existing stakeholders within these accounts.- Working with Sales Directors to provide strategic pre-sales support, including opportunity qualification, needs analysis, data review and product demonstrations.- Gain insight into customers' environment, utilizing a technical understanding of the customer's current and future architecture, formulate solutions based on client technical and business requirements where datorama solutions can bring value. - Ensure that the proposed solution reflects the datorama value proposition and our competitive advantages.- Strong knowledge in the digital marketing world.

• Performing system /platform presentations and training (internal & external – presale).• In charge of new client’s setup, starting at initial requirements and system configuration to successful launch.• Building strong and positive relationships with B2B clients on all levels.• Data analysis and modelling: Providing compelling insights and delivering Business Intelligence solutions for our customers.• Visualizing data. Creating, supporting and maintaining data models, reports and dashboards as well as finding creative solutions for a variety of ongoing challenges.• Driving customer satisfaction by proactively managing, troubleshooting, communicating and delivering technical information online, over phone & on site.• Conducting Proof of Concept demonstrations.

2014-2016• Leading the sales process from the technological and professional aspects including product presentations & demonstrations, POCs and responding to tenders.• Manages and evaluates the activities of one or more assigned projects and personnel to obtain optimum results and maximize efficient utilization of manpower and equipment.• Solves highly technical and complex problems for one or more projects and provides advanced problem solving and technical support for company’s web & mobile applications.• Consults with management, users and development team to determine program/system specifications to achieve economical & practical solutions.• Develops and facilitates presentations to communicate new methods/ideas and to describe new systems.• Conducts on-site training sessions necessary to implement new or revised systems to clients & partners worldwide. • Advising on UX & UI design and wire frames. • Planning, constructing and executing the product's annual road plan in accordance with the company's business model, together with business development, marketing & sales teams.

2011-2013 Technical customer support (recently promoted to assistant manager) at Traffilog Ltd., a global provider of Telecommunication and advanced fleet management systems.• Experienced in working and training international distributors (specifically Europe, North America, South America, China and Israel).• Providing both TIER 1 and TIER 2 support.• Experienced in troubleshooting as well as identifying new issues, testing solutions and newly developed products prior to their official release to clients.• Responsible for new employee's training, compiling operation manuals, writing and implementing work procedures and setting shift schedules in the Support Center. • Escalating issues to the Development team and working closely with all involved parties and departments to solve complex technical issues. • Producing weekly/monthly reports composed of complex data analysis to the company's local and global customer base.

The largest telecommunications group in Israel • Providing support and technical assistance to end users.• Creating new users, assisting with access issues, troubleshooting network communication malfunctions and assistance with peripheral accessories.

Israeli-based telecommunications & mobile company• Customizing hand tailored services and products suited to the client's needs.• Experienced in contract negotiations and handling of significant business transactions.