Ofer Brilant

VP, Head of Customer success @ Mabaya - Acquired by Criteo (NASDAQ: CRTO)

Criteo

Aug 2021 - Current (4 years 4 months)

My focus has been on empowering online retailers through Mabaya's advanced advertising platform, enhancing eCommerce media management and monetization. Leveraging software project management and performance management skills, we've achieved substantial growth in customer adoption and satisfaction. • Designed and led a structured onboarding and delivery framework, reducing time-to-value by 50% and improving process standardization for global enterprise customers. • Managed stakeholder alignment across technical teams, ensuring seamless enterprise deployments and long-term adoption. • Built and scaled a global delivery team supporting onboarding, technical success, and optimization for major retailers and marketplaces. Designed Customer succ

VP, Head of Customer Success

CrazyLister

Jan 2018 - Dec 2019 (2 years)

CrazyLister is an eCommerce SaaS solution, building a future where retailers and manufacturers can seamlessly connect with customers on all online sales channels, Optimizing their eCommerce operations with zero coding or IT skills required. • Created an automatic onboarding process while increasing conversion from Free to paying customers by 25%. • Managed company Churn risks and convert those into renewals, reducing churn for Target customers by 20%. • Initiate an upsell program converting monthly customers into a yearly plan. • Driving customer happiness and delivering successful customer outcomes by monitoring and analyzing both Customer behavior and usage. • Manage customer request, convert them into actions and improve product & servi

VP of Customer Success

ClickCease by CHEQ

Apr 2019 - Aug 2021 (2 years 5 months)

Built a best in class Customer Success organization that played a key factor in the acquisition by CHEQ. • Led a global team of 15 team members, providing 24/7 support and ensuring high service standards for over 8500 customers (B2B, B2C). • Improved retention by 27% reaching a churn level of under 3%. • Developed and implemented best practice methodologies for customer success (ChurnZero). • Successfully implementing advanced customer success platform & tools that delivered immediate improvements in efficiency and customer experience (ChurnZero, Intercom, Mixpannle) • Drove customer happiness and deliver successful outcomes by analyzing customer behavior, service productivity, and usage (Tableau) ClickCease™ is the market leader of click

VP, Head of Customer Success

BrightInfo

Jun 2016 - Jan 2018 (1 year 8 months)

• Execute and enhanced management vision by translating it into a functional plan with clear measurable objectives and goal to ensure company growth. • Managing Customer success team, responsible for POC’s, new customers onboarding, ongoing relationships, upsells and renewals. • Increased Trial/POC’s conversion rate to 90%. • Built and Train a Customer success team in Ukraine. • Responsible for Company Churn and renewals, monitor customer Health & KPI's. • Working with R&D building the next generation product while representing External customer feedback. • Support Sales while providing technical consultant & solutions as a presale helping to close deals.

Director of Projects, Delivery & Business Operations

Clicktale

Jan 2014 - May 2016 (2 years 5 months)

• Managed a global team of CSM's, Developers and Support Engineers. • Transformed the CSM organization from Small/SMB to Enterprise by establishing new procedures adopting best practice. • Responsible for quality of Service & Customer relationship while focusing on fighting churn. • Built long term relationship with Fortune 500 companies. • Implemented deployment and development ALM system (Using JIRA), managing 5 deployment teams. • Built a 24/7 support organization for Enterprise companies. • Built an operational team, providing visibility to management and board members on all business aspects: Budget, P&L, utilization (Tableau, Totango, JIRA, Confluence). • Setup measurements and KPI’s to perform utilization analysis and define target

VP Technology & Services

Fundtech FSC

Jun 2011 - Mar 2013 (1 year 10 months)

• Managed both technology and services departments including all activities relating to development, QA, deployment, support, customer services and sysadmin, (a total of more than 60 people). • Manage and planned department and deliveries P&L. • Led all departments into a success, efficiency improvements, developed and implemented effective process while creating a cost-effective procedure which helped push each department to achieve a higher level of professionalism and become a leader in its field. • Led the company to profitability driven by successful project delivery and higher efficiency. • Managed customer’s projects hand on and built a strong positive relationship with each one: DHL Global, RBS (Royal Bank of Scotland), and many oth

Director of Professional Services UK

Top Image Systems

Mar 2007 - Jun 2011 (4 years 4 months)

• Leading a successful professional services department, involved in the whole sale and implementation cycle, from pre-sale to delivery. • Increased efficiency and resource management – o Achieved a major improvement of delivery quality by building up an implementation team according to Prince 2 methodology. o Achieved a reduction in time to implement by improving the department structure and responsibilities. o Achieved an increase of profit by supporting more activities using the same resources. o Achieved an increase from 20% to 85% of the customer satisfaction level by defining customer support procedures and methodologies. • Being an internal part of the sales cycle which included presentations, scoping and estimations for proposals u

Project Manager / Tachnical Consultant

Top Image Systems

Jul 2004 - Mar 2007 (2 years 9 months)

Analysis and design of the system requirements for the different customers. Composed system design documents, Technical support, On-site training, and customization services. Managing the project plan and customer relations.

Developer

Comverse

Jan 2003 - Dec 2005 (3 years)

I was part of the professional services team who implement the comverse solution for customers all around the world.

Developer/Integration

Comverse

Jan 2001 - Dec 2003 (3 years)

I was part of the Mobile solution team for Comverse unified massaging system.

Developer/Integration

Comverse Technology

Jan 2001 - Dec 2003 (3 years)

I was part of the Mobile solution team for Comverse unified massaging system.

Ofer Brilant

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