Experience

Bigger Picture

• Israel
• Entertainment
• 1 - 100 Employee

• Vice President of Customer Success and Professional Services

  • Jan 2022 - Present

  At Bigger Picture, we’re revolutionizing the entertainment industry by dramatically improving its modes of operation. We’re introducing state-of-art technology that connects the dots between the entertainment industry, retailers and consumers – An operational software for venue management. We employs data modules that enable better business intelligence, better decision making and greater management efficiency. o Lead the customer success and professional services organizations, overseeing a team of employees across multiple locations. o Develop and execute strategies to drive customer adoption, retention, and expansion, resulting increase in customer satisfaction and increase in revenue. o Collaborate with cross-functional teams to ensure customer needs are met, including product development and sales o Implemented a standardized project management methodology, resulting improvement in project delivery timelines and increase in customer referrals. o Responsible for customer Support and product implementation around the globe Show less



Netafim

• Israel
• Agriculture, Construction, Mining Machinery Manufacturing
• 700 & Above Employee

• CSM - Digital Farming

  • Jan 2015 - Dec 2021

  Helps farmers to use cutting edge technology to easily make smarter decisions every day for more efficiency, increased yields and sustainable agriculture by using monitoring, control and management systems. o Management Global support team (Tier1-Tier4) o Projects implementations o Recruit support teams (Israel, India) o Implement management support tools o Implement KPIs and SLA o Training and Documentation (LMS, TTT & Training programs) o Management the Division's annual budget (~$10M) o Relationship management with suppliers and vendors (Amazon, Microsoft, SAP Hana, Allcloud) o DevOps support to R&D Show less



Mavenir

• United States
• Software Development
• 700 & Above Employee

• Senior Global Account Manager

  • Feb 2012 - Jan 2015

  Projects and Support management Tier1 BSS customers (Israel and abroad) • Managing technical and business aspect • Building the relationships with key customer support / operation contacts. • Deliver Quarterly Business Review meetings with the client • Maintain the highest level of customer satisfaction. • Interfaces with the customer engineers & support managers • Monitor the quality of Comverse deliverables. Projects and Support management Tier1 BSS customers (Israel and abroad) • Managing technical and business aspect • Building the relationships with key customer support / operation contacts. • Deliver Quarterly Business Review meetings with the client • Maintain the highest level of customer satisfaction. • Interfaces with the customer engineers & support managers • Monitor the quality of Comverse deliverables.



TTI Telecom

• Israel
• Telecommunications
• 100 - 200 Employee

• Global Support Manager

  • Dec 2005 - Jan 2012

  • Motivate a team of Technical Support Team through performance coaching and alignment with company objectives. • Participate in quality calibration and validation sessions. • Improve productivity by highlighting deficiencies and recommending change in tools, training, processes, reporting, and employee engagement. • Facilitate customer resolution for escalated calls and engage the necessary technical support. • Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied. • Report operational achievements and progress to senior management on a regular basis including statistical analysis and improvement and status of action plans. • Work with other managers to ensure operational consistency. • Maintain a mindset of continuous improvement of; the efficiency of support processes, customer satisfaction, and the application of tools for monitoring, managing, and optimizing the customer experience. • Build relationships with the operational and technical department management of key customers. • Develop and maintain key metrics to accurately report and monitor customer satisfaction and retention. • Deliver and exceed on all Team performance targets. Show less



Bamboo Media Casting

• Customer Support Manager

  • Oct 2002 - Dec 2005

  I work side by side with our potential customers to build solutions that fit their needs, I provided full support for every phase of a project's lifecycle, including designing, implementation, integration, training, consulting and customer support services. I work side by side with our potential customers to build solutions that fit their needs, I provided full support for every phase of a project's lifecycle, including designing, implementation, integration, training, consulting and customer support services.



NICE

• United States
• Software Development
• 700 & Above Employee

• Project Manager

  • Oct 2000 - Oct 2002

  Overall responsibility for the securty account and for the technical aspects in the sales chain from pre-sale phase to project delivery. Successful delivery of various projects which resulted in revenue recognition. Built a strong relationship with the customers.

• Customer Support Expert

  • Apr 1995 - Oct 2000

  My obligation was to make our customers happy with their "Nice" system.I was responsible for the major and most complicated installations and implementations all over the world. Expert with clusters, integration with PBXs, Routers, Microsft OS and complex networks configurations.



Israel Defense Force (8200)

• Various

• ELINT Engineer

  • 1991 - 1995

  • Ongoing technical support management for the most advanced technology • Design and excute combined RF systems • Team management and responsibility for proper working condition of Division equipment • Technical Writing. • Ongoing technical support management for the most advanced technology • Design and excute combined RF systems • Team management and responsibility for proper working condition of Division equipment • Technical Writing.