Ben-Gurion University of the Negev

Lead Product Manager  -  Amdocs Innovation Labs

Product Manager at Amdocs Labs, leading the Labs demos roadmap to boost our sales and showcase Amdocs vision

Amdocs

Lead Product Manager

•	Leading customer engagement products as part of Amdocs Commerce and Care Suite (CRM)
•	Accountable for creating the roadmap, go-to-market strategy & pricing.
•	Working closely with strategic, high profile operators, ensuring product adoption success.
•	Responsible for embedding Intelligence and AI in our products, to increase their effectiveness and competitive edge.
•	Working in global environment, matrix organization with cross-functional teams

•	Led the new case management product – which automates case handling process, reduce average handling time of case, and increase customer satisfaction
•	Analyzed market trends and customer requirements to define product strategy.
•	Translated product strategy into actionable roadmap
•	Managed product lifecycle by gathering and prioritizing product & customer requirements, defining functionality/PRD and KPIs.
•	Worked closely with R&D, QA, solution architects.
•	Designed UX/UI requirements.
•	Served as a product expert in meetings with customers & internal stakeholders.
•	Supported sales activities such as RFP's response and meetings with customers and prospects to articulate value proposition of solutions.

Product Manager

•	Responsible for improving business KPIs such as "Average handling time" and "First call resolution" for our customers, using our CRM.
•	Led customer workshops to analyze agent’s usage of the CRM and suggest optimizations according to a predefined analysis methodology

Customer Success Optimization 

Responsible for the marketing implementation of “aia” - Intelligent Marketing Automation Platform, which enables mobile operators to personalize their engagements with their customers, bringing the right offer individually to each customer at the right timing.
•	Managed a team of marketing consultants who delivered the ongoing marketing services to the operator.
•	Led the overall marketing strategy and the commercial performance in the accounts
•	Accountable for meeting revenue / commercial targets
•	Worked closely with marketing managers of leading tier 1 mobile operators, consulting them how to maximize their business results by using our solution. 
•	Work includes frequent travels to customers abroad (O2 England, Vodafone Germany, Smart Philippines and more)

Marketing Consulting Lead (B2B2C) | Digital Intelligence Unit 

Worked closely with marketing managers of mobile operators (leading tier 1 OpCos) to improve their business results by implementing Pontis B2C solution (Marketing automation)
Established and Executed, together with my team, base management marketing strategy across different markets, operators and implementations.
Established and maintained executive level relationship

Pontis

Marketing Director

•	Translated the business strategy into an actionable plan to be implemented in B2C platform
•	Prepared detailed design of sophisticated business rules and segmentation attributes
•	Defined product requirements to support the marketing plan 
•	Facilitated the implementation of the marketing activities by the operational team
•	Bridged between the operator’s requirements and the support teams in Israel 
•	Analyzed activity results and suggested insights and optimizations

Marketing Consultant

Led a cross company project which included market research, analyzing results, implementing marketing strategy accordingly and training the sales and marketing teams.
Defined business requirements for the CRM system based on users’ needs (sales personnel and Management) 
Defined, produced and presented management reports including insights on team's effectiveness and productivity.

Business analyst

Was responsible for projects that included planning, analyzing and improving the services given by the information systems. 
Defined requirement for the information systems according to customers’ needs.

Orly Krams