Yaron Sayag

Experience

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  Topix

  Jan 2007 - Jan 2013

  Information Technology Support Team Lead

  ● Orchestrated the Service Desk operations, meeting quality standards and Service Level Agreements (SLAs) and OKR’s. ● Delivered tier 1-3 support, achieving a 40% improvement in issue resolution time. ● Led cloud migration projects, enhancing scalability and accessibility of IT systems. ● Implemented MS Exchange Servers, SQL servers, and Dynamic CRM, optimizing communication and data management. ● Championed cybersecurity measures, collaborating with cross-functional teams to fortify the organization's security posture. ● Spearheaded automated monitoring tools implementation, reducing system downtime by 25%. ● Capable of defining and maintaining test procedures, test plans, bug tracking, and prioritization. ● SQL DB / OS Scripting knowledge. ● Implements projects within the company – MS Exchange Servers, SQL servers, Cloud env.,Dynamic CRM, office365. Show less

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  Topix

  Jan 2014 - Jan 2017

  Technical Operations Manager | Technical Support Operation Manager

  ● Directed project workstreams and led on-site customer engagements, ensuring timely and successful project delivery.● Enhanced customer and stakeholder relationships, resolving issues promptly to maintain high satisfaction levels.● Developed and executed training programs, enhancing the capabilities and performance of the customer support team.

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  SeatGeek

  Jan 2017 - Jan 2021

  ● Fostered and maintained solid relationships with key executives, driving successful contract renewals and upsells that resulted in a 25% revenue growth.● Managed a portfolio of approximately 30 customers, surpassing revenue and retention targets through strategic customer engagement and high-quality technical support.● Enhanced client systems and workflows, ensuring seamless integration and markedly improving overall customer satisfaction. ● Acted as a trusted advisor, significantly impacting client business strategies and operational workflows through expert implementation guidance.● Supported and enhanced customer change management strategies, improving user readiness and project acceptance rates.● Achieved a 30% improvement in project timelines through innovative implementation strategies and efficient use of management tools like TeamWork, Jira, and Salesforce.

  • Senior Implementation Engineer

    Jan 2019 - Jan 2021

  • Implementation Engineer

    Jan 2017 - Jan 2019
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  SeatGeek

  Apr 2021 - now

  Implementation Engineer Team Lead

  ● Led and mentored a technical support team, ensuring efficiency and performance, aligning with the requirement for proven team leadership experience.● Spearheaded the successful implementation of SAAS solutions in the E-commerce sector, managingproject scopes and requirements from end to end, showcasing project management expertise.● Mentored team members to cultivate a culture of ownership and accountability, demonstrating exceptional leadership and communication skills.● Evaluated client needs and developed comprehensive solution blueprints, effectively managing projectrisks, changes, and budgets to drive customer satisfaction.● Conducted on-site consultancy, serving as the primary contact for all delivery-related aspects, aligning with the role's requirement to act as the customer's first point of contact.● Managed multiple projects simultaneously, optimizing resources and processes to achieve maximumefficiency and deliver high-quality services. Show less

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  PayPlus - Payment Gateway

  Feb 2024 - now

  CS & Support Manager | PayPlus

  ● 𝐏𝐫𝐨𝐟𝐞𝐬𝐬𝐢𝐨𝐧𝐚𝐥 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭: Lead and coordinate the technical support and customer service team, including resource allocation, process planning, and performance goal setting.● 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐚𝐧𝐝 𝐒𝐮𝐩𝐩𝐨𝐫𝐭 𝐃𝐞𝐥𝐢𝐯𝐞𝐫𝐲: Oversee providing service and support to company clients, resolving technical issues and addressing complex inquiries to enhance the customer experience.● 𝐑𝐞𝐜𝐫𝐮𝐢𝐭𝐦𝐞𝐧𝐭 𝐚𝐧𝐝 𝐓𝐫𝐚𝐢𝐧𝐢𝐧𝐠: Manage the recruitment process for new team members, including screening, interviewing, and onboarding, to ensure swift and effective integration.● 𝐌𝐨𝐧𝐢𝐭𝐨𝐫𝐢𝐧𝐠 𝐚𝐧𝐝 𝐆𝐮𝐢𝐝𝐚𝐧𝐜𝐞: Track team performance, provide professional mentoring and guidance, conduct regular feedback sessions, and deliver continuous training to improve professional and service skills.● 𝐒𝐭𝐫𝐚𝐭𝐞𝐠𝐢𝐜 𝐃𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭: Develop and implement strategic plans to enhance internal processes and customer services, using client feedback and data analysis for continuous improvement.● 𝐂𝐨𝐧𝐭𝐢𝐧𝐮𝐨𝐮𝐬 𝐈𝐦𝐩𝐫𝐨𝐯𝐞𝐦𝐞𝐧𝐭: Apply best practices to enhance internal processes and client services, leveraging customer feedback and data analysis for ongoing improvement. Show less