Ha'Universita Ha'Petuha

Chief Customer Officer

Israel

Optimove is an actionable Customer Data Platform, which transforms customer data into actionable insights, helping customer-centric businesses drive growth. The company’s unique technology enables the smart orchestration, measurement and optimization of highly personalized multi-channel campaigns, at scale, resulting in improved customer experience, retention and lifetime value.  • I manage the entire global customer org, including Customer Success, Strategic Services, Implementation, Project Management and Data Analytics, while ensuring cross-functional alignment and collaboration. I have led the establishment and growth of this organization to nearly 100 employees • I recruit, train and mentor employees from individual contributors to department heads, directors and the VP of client delivery.• I have created a customer-centric culture with accountability and ownership at all levels of the company.• I have designed and deployed scalable processes i.e. onboarding processes, customer training and engagement models, EBR's and success plans, renewals, monitoring usage trends to minimize churn, measuring NPS, setting KPIs etc.• I plan, author and develop technical and best practices articles, videos and presentations used to train and mentor customers and employees.• I established bonus and compensation models for the Customer Organization senior management layer and guided them to meet their upsell and retention targets.

Optimove

- I managed and coordinated inter-departmental teams and processes.• I rebuilt the organizational structure of all customer-facing teams and led customer technical onboarding projects and teams.• I ensured that effective operational procedures were in place and contributed to the establishment of policies that promoted company culture and vision.

- I managed and mentored a team of analysts responsible for turning data analysis into actionable insights, customer segmentation and evaluating marketing strategy performance. • I also created various BI reports to be used for the various business units.

Data Analyst Team Leader

- I consulted the marketing departments of retail, iGaming and finance companies to help them analyze their customer data and segment their customers for better marketing.• I developed customer marketing strategies to assess the performance of their marketing efforts.

Varda Tirosh