Brought on board to create and lead the maintenance, customer service and customer support facets of the company for both the Israeli and global markets, working closely with the VP of Operations.
Recruited and led regional customer success teams serving three international regions: North America, Asia-Pacific and Europe the Middle East & Africa.
Developed new VAS packages (warranty services, modelling hours, customer applications) increasing account values and generating an additional $700K annually.
Designed, created and introduced a centralized system that collected product and customer data, facilitating better analysis of a broad range of service and maintenance metrics.
Introduced cloud-base university platform to provide end-user training, troubleshooting support and certifications.
Scrutinized data to identify gaps and deficiencies, develop corrective measures and accelerate improvement.
Spearheaded new processes to enable the seamless development of tailored customer onboarding plans, drastically improving service levels and developing fruitful client relationships.
Developed numerous customer retention and improvement programs, enhancing client satisfaction and maximizing retention.
