Experience

Orca AI

• Israel
• Maritime Transportation
• 1 - 100 Employee

• OPS Manager

  • 2020 - Present



Galor

• Israel
• Software Development
• 1 - 100 Employee

• Customer Experience & Support Manager

  • 2019 - 2020

  Managing SAS based B2B company technical group, with Tier 1-2, including Global Call Center. Roll includes customer relation management, NPS goals, Customer Satisfaction, On-boarding success metrics. Building and executing the plans related to the Business initiative including defining KPI’s, building work processes and procedures, working closely with cross-company business owners, escalation processes and serves as an executive escalation manager Managing SAS based B2B company technical group, with Tier 1-2, including Global Call Center. Roll includes customer relation management, NPS goals, Customer Satisfaction, On-boarding success metrics. Building and executing the plans related to the Business initiative including defining KPI’s, building work processes and procedures, working closely with cross-company business owners, escalation processes and serves as an executive escalation manager



Nano Dimension

• United States
• Appliances, Electrical, and Electronics Manufacturing
• 200 - 300 Employee

• Global Account Executive, Customer Support & Success Manager

  • 2017 - 2019

  ✔ 𝐌𝐚𝐧𝐚𝐠𝐢𝐧𝐠 a technical support organization, from hiring to training and ongoing professional development and retention ✔ 𝗢𝗻𝗯𝗼𝗮𝗿𝗱 𝗻𝗲𝘄 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 – 80 global customers, including Fortune 500 and top US government organizations. Responsible for the 𝗣𝗿𝗲-𝗦𝗮𝗹𝗲𝘀 process & 𝗱𝗲𝗹𝗶𝘃𝗲𝗿𝘆 - Installation planning, resource allocation, site preparation, training, etc. ✔ 𝐃𝐞𝐯𝐞𝐥𝐨𝐩𝐞𝐝 proven 𝐬𝐭𝐫𝐚𝐭𝐞𝐠𝐢𝐞𝐬 for maintaining and improving operational processes and procedures to ensure delivery of industry-leading technical support for customers at all levels ✔ 𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐥𝐞 for monitoring and reporting on the performance of the customer support team through metrics such as closure rates, response times, NPS, and customer satisfaction levels ✔ 𝐒𝐨𝐥𝐮𝐭𝐢𝐨𝐧𝐬-𝐨𝐫𝐢𝐞𝐧𝐭𝐞𝐝, with strong planning and analytical skills, as well as rigorous attention to details ✔ Capable of 𝐜𝐨𝐧𝐧𝐞𝐜𝐭𝐢𝐧𝐠 𝐩𝐞𝐨𝐩𝐥𝐞: ensuring peer interaction with partner organizations, and deepening the level of engagement ✔ 𝐊𝐧𝐨𝐰𝐥𝐞𝐝𝐠𝐞 and experience using 𝐒𝐚𝐥𝐞𝐬 𝐅𝐨𝐫𝐜𝐞, 𝐃𝐮𝐜𝐞𝐛𝐨, 𝐉𝐢𝐫𝐚 ✔ Experience defining the 𝐬𝐭𝐫𝐚𝐭𝐞𝐠𝐲 𝐚𝐧𝐝 𝐫𝐨𝐚𝐝𝐦𝐚𝐩𝐬 for technical support with a focus on customer enablement, growth, and end-user satisfaction ✔ Experience remotely 𝐦𝐚𝐧𝐚𝐠𝐢𝐧𝐠 𝐚 𝐠𝐥𝐨𝐛𝐚𝐥 𝐭𝐞𝐚𝐦 in support of international customers across multiple time zones ✔ Experience building and developing a team with a focus on 𝐩𝐫𝐨𝐟𝐞𝐬𝐬𝐢𝐨𝐧𝐚𝐥 𝐝𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭 and long-term retention and growth ✔ Experience identifying and implementing industry aligned metrics to 𝐢𝐦𝐩𝐫𝐨𝐯𝐞 𝐬𝐞𝐫𝐯𝐢𝐜𝐞 𝐥𝐞𝐯𝐞𝐥𝐬 and successfully meet company objectives ✔ 𝐏𝐫𝐨𝐚𝐜𝐭𝐢𝐯𝐞 𝐜𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐨𝐫 who effectively listens and can respectfully influence stakeholders at all levels while advocating for our customers and promoting their own team ✔ Managing 𝐒𝐋𝐀 and 𝐄𝐬𝐜𝐚𝐥𝐚𝐭𝐢𝐨𝐧𝐬 Show less



Kornit Digital

• Israel
• Printing Services
• 700 & Above Employee

• Technical Manager - R2R Wide Format & Mass production

  • 2011 - 2017

  ✔ Serve as professional manager for all technical managers in the company HQ and Subsidiary offices throughout world. ✔ Proven experience in managing matrix organizations and units ✔ Proven experience in managing professional technical groups ✔ Vast experience with international customer support 360 view ✔ Ability to actively drive problems to resolution through Tier 1, 2, 3 management ✔ Broad view both of customer and internal needs ✔ Strong interpersonal skills ✔ Resourceful and Tech oriented Team member ✔ Customer success manager oriented ✔ Excellent Team Player, Highly motivated, Energetic and Charismatic ✔ Leading the product needs through DFs methods, from design through SRS and marketing needs, including evaluations, Beta management and serviceability until full handover to the field ✔ Interface internally with PD departments, SSW, Production, Engineering, Marketing, Sales, Application and other service teams ✔ Interface to the field with support of FSE during installation, escalations, knowledge implementation and data collection ✔ Developing service tools for field & support troubleshooting ✔ Involved in support products development to support service income ✔ Organized and methodological Show less



Nova Ltd.

• Israel
• Semiconductor Manufacturing
• 700 & Above Employee

• Training and Knowlege manager

  • Jan 2007 - Jan 2011

• Technical Manager, Site manager

  • Jan 2005 - Jan 2007

• Product specialist

  • Jan 2004 - Jan 2005

• EU Senior FSE

  • May 1999 - Jan 2004