Naomi Raviv

Built and managed a team of CSMs, working globally, while ensuring the consistent meeting of KPIs. Created the Playbook for customer onboarding & ongoing support, defined customer lifecycle to maximize engagement, satisfaction and renewals. Reported to management on performance using usage reports, team statistics and documentation. Worked closely with CEO, PM and R&D teams to create a product feedback loop, making sure the customer voice is heard and taken into consideration in all aspects.

Ensuring customers’ satisfaction throughout their lifecycle – from onboarding through renewal, both directly and through a system of VARs and VADs. Preventing and managing escalations, working closely with internal teams, including Product Management, Support Engineers, QA, Sales, and R&D, to solve customers’ issues, get product feedback to impact product roadmap and maintain a successful & trusted relationship with the client. Working on a Customers’ Health Monitoring Project to improve the ability of CSMs and Support enginers to identify potential churning early on in the lifecycle, identifying key factors and variables that help prioritize and maximize the effectiveness of the team.

Engaging with Enterprise customers around the world, including training, onboarding and support of clients on a SaaS tool, integration solutions (via API) and consulting services; conducting QBRs, ensuring customer satisfaction and increasing retention by building strong relationships, maximizing engagement within the customer’s organization; identifying and managing upsell opportunities throughout the sales cycle - meeting personal and team’s retention and upsell targets. Managed the onboarding of a fast growing CSM team from the ground up, including training and mentoring of new team members.

- Business Development: Managing a local sales team, identifying opportunities for market growth, establishing professional networking with relevant industry key players and new customer acquisition. Establishing the company’s Representative Office in Shanghai, China. - Customer Success Management: Close and ongoing contact with strategic customers in Asia, serving as main point of contact for both technical and commercial matters. In charge of after-sale business development, maintaining long-term B2B relationships, customer retention and growth. - Preparation of Technical and Commercial Proposals: Managing a team responsible for the preparation and development of response to RFP/RFI/RFQ, including: gathering technical information, identifying and liaising with potential partners and contractors. - Project Management: Managing the efficient implementation of large-scale projects, ensuring meeting of deadlines and coordinating customer needs with the company’s management and engineering teams. Responsible for final issue of project deliverables and documentation.