Claude (Code/Co-work)
David Simkin
Customer Success | Customer Onboarding | Implementation
Tel Aviv,TA
Summary
Customer Success and Onboarding professional with nearly 5 years of B2B SaaS experience at HiBob, combined with hands-on AI implementation experience. Strong track record of building customer relationships,with customers across EMEA and the US, leading onboarding processes, troubleshooting complex product issues, and translating customer needs into actionable requirements for Product and Engineering teams.
Overview
4
4
Languages
5
5
years of post-secondary education
10
10
years of professional experience
Work History
Customer Onboarding Manager
Encore AI
04.2026 - Current
- Own end-to-end customer implementations from kickoff through Go-Live, serving as the primary point of contact and project owner for Mid-Market and Enterprise customers.
- Technical & Business Translation: Served as primary liaison, converting client business requirements into actionable technical specs alongside other internal teams.
- Managed customer onboarding and go-live processes for AI-powered bot deployments, coordinating customer requirements, milestones, deliverables, and stakeholders, while acting as the primary bridge between customers and Product, Data, and Engineering, answering internal stakeholder questions and ensuring customer requirements.
- Hands-on AI Implementation: Configured, tested, optimized, and deployed AI-powered solutions tailored to customer business goals.
- Troubleshot RAG issues, investigating knowledge retrieval, response accuracy, and configuration-related challenges to improve bot performance and customer outcomes.
- Used AI-native tools, including Claude (Code and Co-work) and proprietary AI platforms.
Customer Experience Specialist
Hibob
04.2021 - 03.2026
- Managed multi-channel customer communications (Ticketing, Premium Support Calls, Live Zoom Sessions) from various regions (EMEA and US) and sizes, from tech-touch clients to SMB and Enterprises.
- Awarded 2023 Delight Champion after consistently maintaining 95%+ CSAT while meeting key service and proactive-engagement KPIs.
- Investigated and resolved dozens of complex customer issues daily, collaborating with cross-functional teams and escalating product and technical challenges when required.
- Guided clients through post-launch implementation stages.
- Mentored and onboarded new team members and created internal knowledge-base content and external user guides to improve knowledge sharing and scale customer operations.
- Managed relationships with external implementation partners, conducting regular review calls to address customer issues, coordinate escalations, and support successful implementations.
Support/Customer Success Manager
Peleg Advanced Travel Solutions
07.2016 - 03.2021
- Managed a portfolio of 30 B2B accounts, maintaining ongoing client relationships, conducting on-site visits, escalating customer needs internally, and identifying additional system solutions aligned with business requirements.
- Led end-to-end onboarding for new B2B clients, delivering tailored system solutions and product training.
- Handled high-volume daily customer inquiries (30–70 calls & tickets per day).
Education
Master of Arts - Organizational Consulting
The College Of Management Academic Studies
Rishon Lezion 10.2010 - 01.2013
Bachelor of Arts - Political Science And Human Sciences
Tel Aviv University
Tel Aviv 10.2006 - 10.2009
Skills
- Customer Success & Customer Experience
- Customer Onboarding & Implementation
- Customer Relationship Management
- Product Adoption & Enablement
- Technical Troubleshooting
- Escalation Management
- Business-to-Technical Translation
- Customer Training & Workshops
- Cross-Functional Collaboration
- Knowledge Base & Documentation
- SaaS Product Expertise
- AI Implementation & Troubleshooting
Software
Google Docs
Slack
Salesforce/Hubspot/Zendesk/Plain
Snagit
Zoom/Google meet/MS Teams
Additional Information
EU Passport Holder
Timeline
Customer Onboarding Manager
Encore AI
04.2026 - Current
Customer Experience Specialist
Hibob
04.2021 - 03.2026
Support/Customer Success Manager
Peleg Advanced Travel Solutions
07.2016 - 03.2021
Master of Arts - Organizational Consulting
The College Of Management Academic Studies
10.2010 - 01.2013
Bachelor of Arts - Political Science And Human Sciences
Tel Aviv University
10.2006 - 10.2009