Avi Avital

VP of Customer Success at Nimble Way
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us****@****om
(386) 825-5501

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Experience

    • United States
    • Software Development
    • 1 - 100 Employee
    • VP of Customer Success
      • Aug 2023 - Present

      Palo Alto, California, United States

    • United States
    • Software Development
    • 1 - 100 Employee
    • Head of Customer Success
      • Mar 2022 - Jul 2023

      San Francisco Bay Area Census is the first Data Activation platform built on the data warehouse. Enabling customers to sync 360° customer data to 150+ business tools with Reverse ETL. Empower marketing teams to build dynamic audiences with a no-code segment builder. - Optimized the end-to-end client experience by focusing on people development and standardizing processes for clients, spanning from SMBs to enterprises, within a rapidly growing environment. - Implemented initiatives such as Playbooks, QBRs… Show more Census is the first Data Activation platform built on the data warehouse. Enabling customers to sync 360° customer data to 150+ business tools with Reverse ETL. Empower marketing teams to build dynamic audiences with a no-code segment builder. - Optimized the end-to-end client experience by focusing on people development and standardizing processes for clients, spanning from SMBs to enterprises, within a rapidly growing environment. - Implemented initiatives such as Playbooks, QBRs, ROI calculator, and expansion campaigns, leading to an increase in adoption and upsells and reducing churn. - Strengthened client relationships through proactive utilization tracking, customer health analysis, risk assessment, and developing corrective action plans and playbooks. This resulted in a client retention rate of 95%+ and a reduced late renewal rate by 80%. - Improved customer support efficiency by implementing streamlined support processes and SLAs, resulting in a drastic reduction of First Response Time for email to less than 30 minutes and for chat to less than 5 minutes (from an average of 90 minutes). - Implemented customer advocacy programs to support sales and marketing activities (webinars, case studies, g2 reviews, design partners, etc.) Achieving a 350% increase in g2 reviews. - Established a client-centered team comprising CSMs, Support Engineers, and Data Architects from the beginning. Implemented comprehensive training programs to enhance both soft skills and technical expertise. Encouraged autonomy and fostered collaborative problem-solving. Prioritized career development by providing ongoing coaching and mentoring. Show less

    • United States
    • Software Development
    • 200 - 300 Employee
    • Head of Customer Success
      • Feb 2021 - Mar 2022

      Palo Alto, California, United States Aisera is a Generative AI Platform & ChatGPT for Enterprises that Helps Automate Workflows For IT, HR, Customer Support, Sales, and Operations At Scale - Built and led a fully remote CS function from the ground up by defining the strategy, onboarding processes, goals, tools, and KPIs. - Scaled the team from 3 CSMs to 14 CSMs, CSEs, PMO, and solution architects to support the rapid growth of enterprise our customer base – 400% over one year. - Introduced and implemented… Show more Aisera is a Generative AI Platform & ChatGPT for Enterprises that Helps Automate Workflows For IT, HR, Customer Support, Sales, and Operations At Scale - Built and led a fully remote CS function from the ground up by defining the strategy, onboarding processes, goals, tools, and KPIs. - Scaled the team from 3 CSMs to 14 CSMs, CSEs, PMO, and solution architects to support the rapid growth of enterprise our customer base – 400% over one year. - Introduced and implemented comprehensive playbooks to standardize and optimize various stages of the customer journey. As a result, the onboarding process was streamlined from 12 weeks to 4 weeks, significantly improving customer satisfaction and time-to-value. - Enhanced customer value and engagement levels by leveraging internal processes, tools, and customized success plans. These initiatives contributed to an exceptional Net Retention rate of over 120% YoY, while achieving zero customer churn. - Influenced the product roadmap to address customer needs and pain points. Collaborating closely with cross-functional teams, instrumental improvements were made to reduce onboarding time and enhance value realization for customers. Show less

    • United States
    • Software Development
    • 1 - 100 Employee
    • VP Customer Success
      • Nov 2016 - Jan 2021

      San Francisco Bay Area Anodot is a data analytics company that uses machine learning and artificial intelligence for business monitoring and anomaly detection. - Built and led a globally distributed CS function distributed across three regions (US, EMEA & APAC) to support 15x growth over four years of our customer base ranging from SMBs to enterprises. - Responsible for the entire customer life cycle from onboarding through adoption, support, renewals, upsells, and advocacy. - Standardized customer… Show more Anodot is a data analytics company that uses machine learning and artificial intelligence for business monitoring and anomaly detection. - Built and led a globally distributed CS function distributed across three regions (US, EMEA & APAC) to support 15x growth over four years of our customer base ranging from SMBs to enterprises. - Responsible for the entire customer life cycle from onboarding through adoption, support, renewals, upsells, and advocacy. - Standardized customer onboarding by analyzing client needs, defining customization requirements, building repeatable processes, and creating implementation plans, reducing customer onboarding time by 90% (from 1 month to 3 days). - Improved Net Retention to over 130% by optimizing end-to-end client experience from continual QBRs and utilization analysis to growth opportunities and aligned solutions. - Launched NPS initiative and drove score to 40 (from an initial 24) through programs and initiatives that improve engagement and reduced time to value. - Constantly achieved > 96% of high satisfaction with our support team. - Developed Customer Health Index and Customer Maturity Index for early detection of risks and implemented cross-functional processes to mitigate them. - Implemented a customer advocacy program to support sales and marketing activities (webinars, testimonials, reviews, design partners, etc.). - Led the US site of 20+ employees distributed across the US (marketing, sales, CS). Show less

    • United States
    • Software Development
    • 700 & Above Employee
    • Sr. Product Manager
      • Jun 2015 - Oct 2016

      • Modernized the monitoring platform architecture to meet the future needs of real-time detection and analytics at scale leveraging open source technologies including Kafka, druid, elastic and Kibana • Improved the visibility of PayPal’s Command Center to site health with 96% of the incidents detected by our Platform • Set the foundations to transform the monitoring platform into site insights platform that enables business and operational insights. • Increased customer’s engagement… Show more • Modernized the monitoring platform architecture to meet the future needs of real-time detection and analytics at scale leveraging open source technologies including Kafka, druid, elastic and Kibana • Improved the visibility of PayPal’s Command Center to site health with 96% of the incidents detected by our Platform • Set the foundations to transform the monitoring platform into site insights platform that enables business and operational insights. • Increased customer’s engagement through different go to market activities including summits, product roadshows, hackathons, meetups etc. Show less

    • United States
    • Technology, Information and Internet
    • 700 & Above Employee
    • Sr. Product Manager
      • Aug 2013 - Jun 2015

      Leading a team of product managers that builds highly scalable monitoring platform that processes over 400TB of logs a day, and 2M Metrics/Second and provides detection, alerting and automated remediation based on predictive analytics. Over 6,000 developers across eBay and PayPal use our products to monitor the health of their applications (~2,000) as well as the command centers of the BUs to detect anomalies in real-time.

    • United States
    • Semiconductor Manufacturing
    • 700 & Above Employee
    • Head of Application Services EMEA
      • May 2011 - Aug 2013

      Santa Clara, CA •Member of global application services management responsible for business application services and managed service partners globally. Responsible for application services in Germany, Italy, Switzerland, France, Spain, The Netherlands and Israel for over 3,000 users. •Managed support teams from different vendors in various disciplines including: ERP, PLM, BI, collaboration, Web etc. Offshore vendors include IBM global services and TCS based in Bangalore, India and onshore across EMEA… Show more •Member of global application services management responsible for business application services and managed service partners globally. Responsible for application services in Germany, Italy, Switzerland, France, Spain, The Netherlands and Israel for over 3,000 users. •Managed support teams from different vendors in various disciplines including: ERP, PLM, BI, collaboration, Web etc. Offshore vendors include IBM global services and TCS based in Bangalore, India and onshore across EMEA. •Led transition of applications support into targeted global architecture and standard resulting in cost savings and improved customer satisfaction. •Established standard support process and matrix cross vendors to enable effective management and improved customer satisfaction. •Identified and established roadmap for process and quality improvement with Managed Service vendors. Accomplished tickets reduction, higher systems availability and reduce sustain cost. •Manage applications lifecycle initiatives to assure systems support, high availability and performance. Show less

    • Germany
    • Transportation, Logistics, Supply Chain and Storage
    • 700 & Above Employee
    • Applications Manager
      • Apr 2004 - May 2011

      Israel •Led teams of IT professional to deliver IT solutions that support the organization strategy. Working closely with senior management to ensure alignment of IT activities with the business needs and strategy. -Established and Lead project portfolio board (PPRB) to priorities IT related projects -Defined future IT requirements and planning application road map -Deployed new technologies to improve IT infrastructure (BI, ETL, EAI, BPM, Monitoring etc.) -Implemented development and… Show more •Led teams of IT professional to deliver IT solutions that support the organization strategy. Working closely with senior management to ensure alignment of IT activities with the business needs and strategy. -Established and Lead project portfolio board (PPRB) to priorities IT related projects -Defined future IT requirements and planning application road map -Deployed new technologies to improve IT infrastructure (BI, ETL, EAI, BPM, Monitoring etc.) -Implemented development and source control methodologies -Controlled all Business projects as PMO Member •Responsible for over 50 business applications (Local and global development) – CRM, ERP, BI, BPM, Billing etc. -Managed internal development, support and system analysis teams (Microsoft & UNIX environments) -Ran development projects by 3rd party vendors (outsourcing) in various technologies (Java. .NET) -Drove budget savings through negotiation, process improvements and consolidation of services. •Managed deployment projects of global DHL applications. -Worked closely with DHL regional data centers in US, Europe and Asia on deployments plans and ongoing support of global applications. •Provided IT solutions for external customers interfacing requirements. Achieved increase of eCom penetration (use of automated tools by DHL customers) of 10% YOY. Show less

    • Airlines and Aviation
    • 700 & Above Employee
    • Projects manager
      • Mar 2001 - Apr 2004

      Israel •Managed large scale projects, leading development group using Microsoft technologies through entire lifecycle. •Led implementation of code-share interfaces with international airlines. •Matrix management of software development projects (20 developers and QA engineers).

    • United States
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Inbound Product Manager
      • Dec 1999 - Jan 2001

      Israel •Member of global Inbound Product management team, responsible for developing CONTROL-M interfaces with ERP systems (SAP, Oracle Applications, PeopleSoft, Baan) •Led the development of the first web-interface of the product suite. •Worked closely with the global sales force to support sales and gather customers requirements.

    • Software Team Lead
      • Aug 1997 - Dec 1999

      Israel •Managed development team of software engineers, QA and DBAs to meet customers’ requirements on time, scope and budget with high quality.

Education

  • Tel Aviv University
    MBA, Business Administration
    1998 - 2000
  • Ben Gurion University
    Ba, Business Administration
    1995 - 1998

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