Efrat Nehama
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Customer Success Manager
Israel
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Résumé
Jobs
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Enterprise Customer Success ManagerSilverfortSep 2023 - Current (3 years 2 months)• 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- Enterprise Customer Success ManagerMendJun 2017 - Sep 2023 (6 years 4 months)(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 pro - Customer Success Manager / Enterprise Services ManagerHewlett-Packard SoftwareJan 2010 - Jan 2017 (7 years 1 month)• 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). - HStratigic Customer Support Engineer, EMEAHewlett Packard SoftwareJan 2007 - Jan 2010 (3 years 1 month)Moved to a higher technical level group (Level2) and also worked as part of the Strategic team, handling Quality Center issues of strategic customers
- MCustomer Support Engineer, Tier I, EMEAMercury Interactive IsraelJan 2005 - Jan 2007 (2 years 1 month)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
- MJapanese Customer Support Engineer, Tier 2-3Mercury InteractiveJan 2003 - Jan 2005 (2 years 1 month)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. Show less
- MJapanese Customer Support Engineer, Tier 1Mercury Interactive JapanJan 2000 - Jan 2002 (2 years 1 month)- 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
- Project Manager of Japanese projectsEnigma LtdJan 1997 - Jan 1998 (1 year 1 month)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.
Education
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- 東京大学 / The University of Tokyo — Research, Sociology東京大学 / The University of TokyoJan 1998 - Dec 2000 (3 years)
- The Hebrew University of Jerusalem — Bachelor’s Degree, East Asian studies and Sociology, Graduated Magna Cum LaudeThe Hebrew University of JerusalemJan 1994 - Dec 1997 (4 years)
- ORT CollegesORT CollegesJan 1986 - Dec 1989 (4 years)
- The Hebrew University of Jerusalem — Bachelor's degree, SOCIAL SCIENCESThe Hebrew University of Jerusalem