Scaled the Customer Success org, improving NRR, reducing churn and driving meaningful usage.
Drove enterprise eCommerce client retention and expansion by aligning Noibu's value with revenue impact.
Created onboarding process to facilitate deeper product adoption.
Led transformation of team structure and procedures to enhance overall effectiveness.
Senior Vice President, Customers
Glassbox Digital
NY, USA
11.2016 - 10.2023
Oversaw $50M ARR and consistently surpassed net ARR, gross ARR, and logo churn targets annually.
Delivered measurable value to customers by implementing Glassbox's solutions, enhancing customer experience and satisfaction.
Built and matured Professional Services, Support, and Training teams at Glassbox, creating structured frameworks that improved service delivery and customer engagement.
Implemented PMO across various teams (Sales, Pre Sales, Services, Support and more).
Director of Professional Services
AudioCodes
NJ, USA
03.2014 - 11.2016
Leading the Advanced Professional Services, Proof of Concept and training teams.
Directed strategy and goal setting to drive profitability, growth, and market relevance amidst changing conditions.
Led thought leadership initiatives for product development and sales, fostering innovation and enhancing market relevance and customer satisfaction.
Demonstrated proof of concept and delivered pre-sales presentations, directly supporting sales efforts.
Director of Professional Services
NICE Systems
NJ, USA
07.2010 - 02.2014
Lead the RTI Professional Services organization ranking in top 10% of customer and employee satisfaction surveys; customers include Verizon, Target, eBay and UHG.
Exceeded booking and revenue targets quarterly since acquisition, contributing to 50% revenue growth.
Integrated RTI and NICE processes post-acquisition, transforming RTI Professional Services organization to support NICE sales and product offerings.
Joined NICE through eglue acquisition, establishing eglue as RTI business unit implementing real-time customer interaction management solutions.
VP Professional Services and Customer Support
eglue Business Technologies
NJ, USA
02.2002 - 07.2010
Built and managed eglue's Global Professional Services organization consisting of over 25 employees; developed and implemented project delivery processes and methodologies.
Led management of projects for customers, including AT&T, Liberty Mutual and EDS; projects varied in scale from $200K to $2.5MM in value with timeframes ranging from 4 weeks to six months. Responsible for all project life cycle activities from analysis to deployment, testing and providing ongoing support.
Increased annual revenues from $300K to over $5MM; increased profitability margin to 40%.
Managed eglue accounts post sales to enhance customer satisfaction and drive additional sales.
Contributed to Senior Management team, influencing development of company strategy.
Collaborated with eglue partners to expand delivery capacity.
Assisted Sales & Marketing teams throughout the sales process.
Eglue develops and implements market solutions for real time Customer Interaction Management (CIM)
President and Owner
Expenion LLC
NJ, USA
01.2002 - 03.2004
Developed a solution to enable start-up companies to quickly and cost effectively penetrate the US market.
Established presence, built sales channels, recruited employees and managed partnerships for over 10 start-up companies.
Provided technical implementation & support expertise for the companies' products.
Expanded foreign technology companies' presence and operations in the US.
Director of Strategic Alliances
NARUS Inc.
CA, USA
10.2000 - 01.2002
Maintained the company's strategic partnerships with key System Integrators, including Accenture, CGE&Y, KPMG and Amdocs.
Performed ongoing research and analysis of market trends and identified potential partnerships and market opportunities.
Generated and drove joint sales and marketing activities.
Defined and developed solutions that combined and leveraged NARUS's and partners' technical strengths to provide vertical solutions for service providers' needs.
NARUS develops and markets IP mediation platforms for IP service providers.
Director of Operations
CallManage Inc.
Connecticut, USA
03.1997 - 09.2000
Established the US branch of CallManage, Inc.
Headed and conducted beta testing for the company's software and hardware applications.
Built and led the Customer Support division.
Developed and maintained the servers' network in support of the company's application.
Defined, created and systemized integration schedule and Gantt charts for the company's accounts.
Application Engineer
VDOnet Corp.
NY, USA
03.1996 - 02.1997
Tested the company's 'Live Broadcast Server' new product line.
Established and developed a comprehensive distance learning solution by initiating a joint venture between 3 companies.
Installed and maintained the company's products at customer locations.
Participated in the product requirements and design process.
VDOnet specializes in real time video-audio streaming over the Internet.
Project Manager - Commanding Officer (Major)
Israeli Air Force
Israel
03.1990 - 09.1991
Appointed Commanding Officer of a team of 40 selected soldiers.
Responsible for defining requirements and implementing a new Attack Helicopter Squadron.
Directed, prioritized, assigned and coordinated operational, administrative and technical operations associated with the establishment of the new squadron.
Flight Instructor - Course Commander (Captain)
Israeli Air Force Academy
Israel
12.1987 - 09.1991
Served as Course Commander of 40 pilot candidates.
Evaluated the candidates based on performance and selected those most suitable to serve as Israeli Air Force Combat Pilots.
Founder, VP of Sales (2016-2020), VP of Customers Success (June 2020-Present), Head of Product at FanFood Inc.Founder, VP of Sales (2016-2020), VP of Customers Success (June 2020-Present), Head of Product at FanFood Inc.
<ul><li>Company Overview: Loggerhead is a premier Florida property insurer that offers a user-friendly process, transparent claim handling, and prompt solutions for policyholders, creating a world-class customer experience.</li><li>Responsible for creating, directing, and managing the Customer Service, Internal Sales, and Agency Support functions for a new Homeowners' Insurance Company in Florida by overseeing the short and long-term strategies of the organization's customer success journey. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.</li><li>Work closely with the CEO and COO on all aspects of delivering service to customers and agents.</li><li>Provide strategic oversight and guidance to the operational leadership team.</li><li>Work closely with other department heads to support projects or procedures that have a direct impact on customers.</li><li>Responsible for the selection and implementation of the CSAT platform as well as the Customer Relationship Management (CRM) software currently in use with the organization.</li><li>Responsible for building out all operational teams, including job development, standard operating procedures, quality management, and the like.</li><li>Work in an integrated fashion with third-party vendors to provide "world-class" customer service to Policyholders, Agents, and other customers both in and out of inbound and outbound settings.</li><li>Collaborate with business units throughout the organization to design, develop, and implement consumer-focused business practices, procedures, and Corporate Policies.</li></ul> at Loggerhead Reciprocal Interinsurance Exchange<ul><li>Company Overview: Loggerhead is a premier Florida property insurer that offers a user-friendly process, transparent claim handling, and prompt solutions for policyholders, creating a world-class customer experience.</li><li>Responsible for creating, directing, and managing the Customer Service, Internal Sales, and Agency Support functions for a new Homeowners' Insurance Company in Florida by overseeing the short and long-term strategies of the organization's customer success journey. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.</li><li>Work closely with the CEO and COO on all aspects of delivering service to customers and agents.</li><li>Provide strategic oversight and guidance to the operational leadership team.</li><li>Work closely with other department heads to support projects or procedures that have a direct impact on customers.</li><li>Responsible for the selection and implementation of the CSAT platform as well as the Customer Relationship Management (CRM) software currently in use with the organization.</li><li>Responsible for building out all operational teams, including job development, standard operating procedures, quality management, and the like.</li><li>Work in an integrated fashion with third-party vendors to provide "world-class" customer service to Policyholders, Agents, and other customers both in and out of inbound and outbound settings.</li><li>Collaborate with business units throughout the organization to design, develop, and implement consumer-focused business practices, procedures, and Corporate Policies.</li></ul> at Loggerhead Reciprocal Interinsurance Exchange
<ul><li>Manage 5 direct reports as leader of the NW Region ($500M+ annual revenue) for a 6-year-old startup, as the team that owns the crucial business of matching shipments with the most cost-efficient strategies to secure high-quality carriers for our customers.</li><li>Delegated ownership of Product and Programs for Brokerage through proven ability to approach problems analytically.</li><li>Lead 1+ year projects such as creation of a new broker board product, migration of a backend data transformation from shipper to carrier jobs, which set teams up for success with product efficiencies gained/minimal disruption in day-to-day or tooling.</li><li>Achieved a company-wide batching empty miles initiative through partnership with P&E, breaking down complex algorithms to present data driven proposals for scalable solutions that improved batch match rate from 1.3% to 13.5% YoY with estimated $4.5M profit improvement.</li></ul> at Convoy<ul><li>Manage 5 direct reports as leader of the NW Region ($500M+ annual revenue) for a 6-year-old startup, as the team that owns the crucial business of matching shipments with the most cost-efficient strategies to secure high-quality carriers for our customers.</li><li>Delegated ownership of Product and Programs for Brokerage through proven ability to approach problems analytically.</li><li>Lead 1+ year projects such as creation of a new broker board product, migration of a backend data transformation from shipper to carrier jobs, which set teams up for success with product efficiencies gained/minimal disruption in day-to-day or tooling.</li><li>Achieved a company-wide batching empty miles initiative through partnership with P&E, breaking down complex algorithms to present data driven proposals for scalable solutions that improved batch match rate from 1.3% to 13.5% YoY with estimated $4.5M profit improvement.</li></ul> at Convoy