Harel Erez

Experience

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  Leadcom

  Jan 2004 - Jan 2005

  Cellular BSS EXPERT

  Provided commissioning and integration of GSM BSC. Defined BSC in the system from cards.Conducted tests before and after network establishment.Key Contribution• Efficiently troubleshot and restored faulty computers and functional units in GSM BSC.

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  NICE Systems

  Jan 2005 - Apr 2021

  Directed pre-sale activities of Interaction Analytics (IA) and Customer Engagement Analytics (CEA), including defining, gathering, and analyzing requirements, as well as implementation and deployment. Support proof of concepts (POCs) and first project installations for NICE CEA products, onsite and AWS. Deliver consistent support during POCs life cycle in virtualization, communication, and maintenance.Provide technical support, diagnose issues, coordinate with Engineering and QA teams, and utilize JIRA for issues. Achieve success in the customer-facing role, including WebEx consultations and troubleshooting problems in time-critical environments.Key Contributions• Operated as the sole owner for any IA POCs, coordinating with 50 = business consultants and sale professionals; executed 50+ projects per year, resulting in generating over $80M in annual revenue.• Ensure efficient implementation and maintain clear key performance indicators (KPIs) for immediate success. Show less Served as the lead technical professional for customized products, including writing test plans. Utilized PBX and CTI and tested the usefulness, functionality, and efficiency of end-to-end fully integrated systems. Led QA testing for NICE ST&I between NICE Recording and Vendor PBX. Maintained deadlines for deployments and certifications. Executed certification of NICE Recording at vendor labs, such as Cisco, Nortel and Avaya. OVersaw the System Test and Integration (ST&I) Department, and managing the testing and certification of shelf and customized products.Key Contribution• Directed the special implementation of the NICE Preform System, leading the testing and deployments.• Managed the testing and hands-on implementation of customized NICE recording products on customer sites. Show less Headed the acquisition of telephone exchanges from the manufacturer in CTI and Predictive Dialer environments, as well as trading floor telephone exchanges including the operation, design, and maintenance of PBX systems. Guided various aspects of installations, integration, and maintenance of vendor systems.Key Contribution• Served as a key member of the communications team, while managing the operational aspects of all vendor systems, including Alcatel, Cisco, Ericsson, Siemens, Nortel, and Avaya. Show less

  • Proof of Concept Technical Expert

    Jan 2010 - Apr 2021

  • System Testing QA Engineer

    Jan 2007 - Jan 2010

  • Network and Communication Engineer

    Jan 2005 - Jan 2007
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  JFrog

  Apr 2021 - now

  Spearhead the development and implementation of customer success strategies to drive client satisfaction and retention, enhancing overall customer value realization.Manage a high-performing team of 16 individual contributors, mentoring Customer Success Managers to ensure professional growth and alignment with business objectives.Drive initiatives to increase product adoption and lower churn rates, contributing to overall customer success and loyalty.Establish robust relationships with key stakeholders, including C-level executives, to shape and influence customer engagement strategies.Utilize data-driven insights to monitor customer health metrics, proactively identifying opportunities for improvement.Collaborate cross-functionally with sales, product, and support teams to enhance customer success initiatives and streamline processes. Show less 1. Develop and implement customer success strategies to drive client satisfaction and retention. Lead and mentor a team of customer success managers to ensure high performance and professional growth.2. Establish and maintain strong relationships with key stakeholders and decision-makers in client organizations.3. Monitor and analyze customer health metrics to identify potential issues and opportunities for improvement.4. Collaborate with sales, product, and support teams to align customer success initiatives with overall business objectives.5. Design and execute onboarding programs to ensure a smooth and successful start for new customers.6. Conduct regular customer feedback sessions and surveys to gather insights and improve service offerings.7. Proactively manage customer escalations and work to resolve issues promptly and effectively. Track and report on key performance indicators (KPIs) to measure the success of customer success efforts.8. Drive customer advocacy and promote case studies, testimonials, and references to support sales efforts.9. Identify upsell and cross-sell opportunities and collaborate with sales to drive additional revenue. Show less 1. Develop and execute strategies to enhance customer satisfaction and loyalty.2. Proactively manage customer relationships to ensure long-term retention and success.3. Conduct regular check-ins and business reviews with customers to understand their needs and goals.4. Provide onboarding support and training to help customers get the most out of products and services.5. Collaborate with cross-functional teams, including sales, product, and support, to address customer needs and resolve issues.6. Monitor customer health metrics and take proactive steps to mitigate potential churn risks.7. Gather and analyze customer feedback to inform product development and improvement efforts.8. Advocate for customer needs within the organization and drive changes that enhance the customer experience.9. Develop and maintain comprehensive documentation and resources for customers.10. Identify opportunities for upselling and cross-selling additional products and services.11. Facilitate customer webinars, workshops, and training sessions to drive product adoption and utilization.12. Track and report on key performance indicators (KPIs) related to customer success, such as retention rates and customer satisfaction scores.13. Handle escalations and work closely with customers to resolve complex issues.14. Create and manage customer success plans tailored to individual customer objectives and outcomes. Show less

  • Senior Manager of Customer Success - Strategic accounts

    Nov 2024 - now

  • Manager of Customer Success - Strategic accounts

    Aug 2022 - now

  • Strategic Enterprise Solution Lead (TAM)

    Apr 2021 - Aug 2022