Customer Support Teams Manager
During the last year I serve as a Product Manager in parallel to my role as a Customer Support Teams Manager, designed the RFP master template as a tool for the Sales team and new Feature Request process, lead Feature Improvement project to reduce Support costs, as well as involved in our Product Life Cycle processes, Product Roadmap design and weekly meetings as part of the PM team. As a Customer Support Teams Manager, I am in charge of 1st and 2nd tier support teams, based in Israel. Recruit and direct two high level technical support teams, in charge of creating platforms for all international post-sale activities, project leadership such as proactive account management for customers facing renewal, product implementation and integration on customer site, knowledge transfer, management and knowledge storage using the knowledgebase, pushing towards development of new features in the products and fixing current bugs in front of PM and R&D departments. Major achievements: increased customer satisfaction to 4.7 out of 5, increased customers renewals rate to 95%.