Efrat (Efi) Nehama

Experience

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  Enigma Ltd

  Jan 1997 - Jan 1998

  Project Manager of Japanese projects

  A liaison between the Japanese partners in Japan and the company in Israel. Designing new projects, considering, examining and analyzing customer needs, setting timelines, conducting Quality Assurance tests, etc.

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  Mercury Interactive Japan

  Jan 2000 - Jan 2002

  Japanese Customer Support Engineer, Tier 1

  - First line support engineer for the Japanese market for Test Director- A liaison between the Japanese office and CSO/R&D/IT teams in Israel. Managed all CSO administrative tasks, including the creation and management of an independent Japanese database in Siebel, as well as serving as the Software License Manager of the office. All forms of communications ((i.e. read, write, speak) were conducted solely in Japanese

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  Mercury Interactive

  Jan 2003 - Jan 2005

  Japanese Customer Support Engineer, Tier 2-3

  Second and Third line support for Japanese customers for various Mercury products (e.g. LoadRunner, BAC (akaTopaz)), mediating between APAC Tier 1-2 support located in Singapore and R&D team in Israel, for escalations. The process included comprehension of the problem, reproduction when possible, analyzing it and communicating it to R&D and then again back to the customer with a solution. All forms of communications with the office/customers (i.e. read, write, speak) were conducted solely in Japanese. רוצה לראות פחות

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  Mercury Interactive Israel

  Jan 2005 - Jan 2007

  Customer Support Engineer, Tier I, EMEA

  Tackled and solved Test Director/ Quality Center issues of customers from Europe, Israel and Africa, as part of Mercury Customer Support organization, which has received several consecutive SCP (Support Center Practices) certification for providing excellent Customer service

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  Hewlett Packard Software

  Jan 2007 - Jan 2010

  Stratigic Customer Support Engineer, EMEA

  Moved to a higher technical level group (Level2) and also worked as part of the Strategic team,handling Quality Center issues of strategic customers

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  Hewlett-Packard Software

  Jan 2010 - Jan 2017

  Customer Success Manager / Enterprise Services Manager

  • Customer business and strategy advocate / trusted advisor to a number of selected/premier customers with complex IT environments (i.e: Hitech, Governmental and financial organizations). • Serve as focal point of contact for the customers and work with them reactively and proactively to support their post-sales lifecycle (adoption, ongoing support, optimization, renewals and expansion)• Accompany customers’ important projects (e.g. go-live, migration), as well as ongoing support tickets• Manage critical / urgent Incidents and events and dissolve difficult, sensitive and complex situations with the customers • Drive proactive customer communication (e.g. obsolescence planning, trainings, various support updates). • Perform regular business review meetings, provide reports and updates on incidents to increase productivity and improve processes. • Verify the customers fully and correctly use the company’s software and services. • Work to convert passive customers to active ones and to ensure a successful renewal of all managed accounts.• Identify potential risk and work with the relevant teams on customer retention.• Interface with customer technical and management level and collaborate with other internal functions such as Sales, Support Sales, Delivery, R&D, PM, Licensing,etc. רוצה לראות פחות

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  Mend

  Jan 2017 - Jan 2023

  Customer Success Manager

  (Previously known as WhiteSource)• Own overall relationship with assigned mid-sized and enterprise customers in a SaaS environment and serve as their trusted advisor• Manage customers’ accounts on both technical and business aspects• End-to-end management of all onboarding and deployment processes, increase adoption and satisfaction to ensure retention, work to identify and/or develop upsell opportunities for existing customers and identify risks.• Serve as an escalation point for customer issues to ensure a prompt and smooth resolution• Work closely with all relevant internal functions (e.g. Customer Support, Sales, Product, R&D, and Marketing) to answer customer needs and enable ongoing improvement of the products and services רוצה לראות פחות

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  Silverfort

  Jan 2023 - now

  Enterprise Customer Success Manager

  • Oversee the entire enterprise customer lifecycle, from onboarding, training and product adoption, through renewals and upsell/expansion• Customers focal point and trusted advisor• Retaining existing customers• Driving growth through lead generation