Yali Levy
Brookline,USA
Summary
- Accomplished customer advocate with over 20 years of experience building relationships across various technologies.
- Extensive experience supporting Department of Defense (DOD) customers.
- Successfully managed relationships with stakeholders ranging from C-level executives to end users in Fortune 500 and 1000 companies.
- Senior-level manager with expertise in leading all aspects of complex customer engagements, from pre-sales to post-sales.
- Strong expertise in technology, with a focus on application testing, monitoring, and IT consulting.
- Proven ability to communicate technical concepts and negotiate effectively with executive decision-makers and stakeholders.
Overview
26
26
years of professional experience
Work History
Director - Customer Experience
Nano Dimension
01.2022 - Current
- Company Overview: Nano Dimension is a manufacturer of additive manufacturing systems
- Customer Success Strategy: Collaborate with Customer Success Leadership to develop and execute the overall customer success strategy, aligning it with the company's vision for the Cloud business
- This includes strategies to drive consumption, retention, expansion, and customer advocacy
- Customer Success KPIs: Define key performance metrics and targets, create reports and dashboards to gain insights into the health of the business, analyze data to identify areas of opportunity, and present improvement recommendations to leadership
- Process and Tooling: Build and optimize scalable and efficient customer success processes, ensuring smooth customer onboarding, migration, and expansion
- Drive requirements for new tools and manage existing systems to enhance team productivity and ensure key customer touchpoints are tracked and addressed
- Nano Dimension is a manufacturer of additive manufacturing systems
Director - Customer Experience
Kornit Digital
01.2020 - 01.2022
- Company Overview: Kornit Digital is an Israeli-American international manufacturing company
- It produces high-speed industrial inkjet printers, and pigmented ink and chemical products for the garment and apparel, home goods, and textile accessories decorating industry
- Built a customer success team to support 1,000 customers, implementing best practice methodologies, including SLA matrices and escalation processes
- Established a support organization overseeing two product lines, managing a team of 50 engineers across three support tiers
- Implemented over 100 new projects annually
- Operating Model Design: Optimized the coverage and segmentation model, defined strategies for redistributing workload as needed, and forecasted hiring needs
- Designed CSM playbooks to outline touchpoints with customers, optimizing account coverage across top accounts
- Kornit Digital is an Israeli-American international manufacturing company
- It produces high-speed industrial inkjet printers, and pigmented ink and chemical products for the garment and apparel, home goods, and textile accessories decorating industry
Director - Partner's Success and Experience
PTC
01.2018 - 01.2020
- Company Overview: PTC Inc
- Is a computer software and services company founded in 1985 and headquartered in Boston, Massachusetts
- The global technology company has over 6,000 employees in 30 countries, 1,150 technology partners and over $1bn in revenue
- Shaped the customer success programs for partners
- Supporting the sales organization by creating customer success plans
- Inspired over 20 partners to build their own customer success practices
- Designed a program which helped to Increase the renewal rate (ARR) by 8%
- PTC Inc
- Is a computer software and services company founded in 1985 and headquartered in Boston, Massachusetts
- The global technology company has over 6,000 employees in 30 countries, 1,150 technology partners and over $1bn in revenue
Director - Customer Experience
Evergage (Acquired by Salesforce)
01.2015 - 01.2018
- Company Overview: Provider of cloud based real-time personalization platform to improve marketing engagement and conversion
- Established and managed a team of 7 Projects managers, responsible for over 150 customers
- Introduced first in class KPI and engagement processes which improved customers retention by 20%
- Proven success in creating internal process to bridge gaps between the operations and sales teams, increased the revenue from upsell by 13%
- Provider of cloud based real-time personalization platform to improve marketing engagement and conversion
Customer Success Manager
Dynatrace LLC.
01.2013 - 01.2015
- Company Overview: Dynatrace application cloud tools provide user experience analysis that identifies and resolves application performance
- Account Manager for Dynatrace application monitoring solutions
- Managed strategic and cross-functional accounts
- Responsible for an annual sales quota of $8 million, achieving a 98% renewal rate each year
- Initiated and maintained a best-in-class sales KPI, resulting in a 15% increase in upselling from existing customers
- Oversaw more than 60 enterprise customers, including Microsoft, Boeing, Costco, and Amazon
- Proven success in creating internal processes to bridge gaps between operational teams and sales
- Dynatrace application cloud tools provide user experience analysis that identifies and resolves application performance
Director - Support and Success Group
Aternity
01.2010 - 01.2013
- Company Overview: Provides powerful Application Performance Management and end user monitoring tools to reduce business disruptions and increase user productivity
- Supervised first in class global support and Success organizations based on SLA and KPI matrixes, reduced operational cost by 15%
- Successful management experience in developing new business and expanding customer relationships
- Increase of revenue from existing business by 25%
- Recognized for exceptional achievement and the ability to create trust-worthy and lasting business relationships
- Provides powerful Application Performance Management and end user monitoring tools to reduce business disruptions and increase user productivity
Director - Customer Experience
Comverse Technologies
01.2008 - 01.2010
- Company Overview: Telecom provider that developed and marketed telecommunications software
- Directing the entire customer support organization in AMD with over 70 engineers
- Led an account teams for of 7 different product lines
- Headed a P&L customer support group responsible to secure 35M dollars in revenue
- Managing 4 teams in the Americas and 3 offshore global teams
- Telecom provider that developed and marketed telecommunications software
Manager, Customer Support, Call Center
Comverse Technologies
01.2004 - 01.2008
- Founded and managed the North American call center, including budgeting, staffing and training
- Once operational, the call center handled over 2000 calls a month on a 24x7 basis
- Designed the technical support and customer service methodology used by the customer support group
- Manager of customer support, was responsible for 350 customers in over 50 locations
Customer Support Engineer
Comverse Technologies
01.2001 - 01.2004
- Served as point of escalation for critical cases
- Was responsible for analyzing the performances of production systems
Team Leader, Field Engineering Group
ECI Telecom
01.1999 - 01.2001
- Led a professional group of fifteen people
- Supervised installation of VOIP and DCME equipment at customer sites
- Worked with presale department to demonstrate innovative features of products
Education
BSc - Computers and Electrical Engineering
Bar Ilan University
01.1999
Skills
- Verbal and written communication
- Strategies and goals
- Change management
- Negotiation
- Hiring and retention
- Team collaboration
- Client relations
- Team leadership
- Customer service
- Budget Management
- Risk Management
- Performance measurement
Timeline
Director - Customer Experience
Nano Dimension
01.2022 - Current
Director - Customer Experience
Kornit Digital
01.2020 - 01.2022
Director - Partner's Success and Experience
PTC
01.2018 - 01.2020
Director - Customer Experience
Evergage (Acquired by Salesforce)
01.2015 - 01.2018
Customer Success Manager
Dynatrace LLC.
01.2013 - 01.2015
Director - Support and Success Group
Aternity
01.2010 - 01.2013
Director - Customer Experience
Comverse Technologies
01.2008 - 01.2010
Manager, Customer Support, Call Center
Comverse Technologies
01.2004 - 01.2008
Customer Support Engineer
Comverse Technologies
01.2001 - 01.2004
Team Leader, Field Engineering Group
ECI Telecom
01.1999 - 01.2001
BSc - Computers and Electrical Engineering
Bar Ilan University
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