Assaf Shisha-Halevy
Summary
I'm Assaf, an accomplished Client Services Executive with a proven track record in building, managing, and scaling global customer-facing teams and functions. I strive and succeed in delivering exceptional service to international clients in technology companies at all stages and sizes and see it as a key differentiator from competitors. I present proven ability to build and lead high-performing global Customer Support teams, Account Managers, Training Development and CS Operations, Implement Business Automation Tools and procedures for achieving top-tier customer satisfaction and retention rates, increased revenue from SLA and operational cost reduction.
Skilled in strategic planning and client engagement, valued for leadership and problem-solving abilities.
Overview
22
22
years of professional experience
Work History
Director of Customer Success
AIVF
01.2023 - Current
- Built and scaled the Client Services team from the ground up, encompassing Implementation, Account Management, and Customer Support functions
- Spearheaded the implementation and onboarding of new customers, provided ongoing support and training to 50 fertility clinics and managed the renewal efforts with the customer base across North America, EMEA, and LATAM
- Close collaboration with with R&D, Product, Sales and marketing teams
- Designed and implemented customer success frameworks that reduced onboarding time by 40% while improving satisfaction metrics
- Established comprehensive customer health metrics and KPIs, Implemented and administered Salesforce CRM for ticket management and self-service
Director of Customer Success
LiveU
01.2017 - 01.2022
- Management of LiveU's customer facing functions encompassing Customer Support, Account Management, Training Development and Customer Success Operations, working with international customers and partners (B2B and B2C)
- Management of five team leaders / twenty four agents located in Israel, Romania, Ukraine India and North America, responsible for providing 24/7 support, Account Management and Training to world's leading broadcast companies
- Implemented a variety of KPIs for monitoring performance and CSAT, achieving industry leading CSAT of 4.94 / 5 and NPS of 80 (Improvement of 25% and 35%)
- Implemented and administered numerous processes and AI Based Business Automation tools for ticket management, self service, training, order management, customer surveys, performance reports and dashboards, promoting efficiency and reducing operational costs by 30%, reducing initial response time by 45% and first contact resolution by 35%
- Orchestrated 300% increase in ARR from support services through strategic SLA restructuring and value-based pricing of services (Tiering)
- Led mission-critical support operations for major global broadcasting events, maintaining 99.9% service uptime during peak demand periods
- Collaborated closely with R&D, Product, Sales and Quality Management
Director of Customer Support
MobileODT
01.2014 - 01.2016
- Built, managed, and scaled the Customer Support team, supporting thirty-five healthcare providers in Africa and North America
- Provided onboarding, support, and training for seven distributors and end users
- Implemented and managed Salesforce CRM to streamline ticket management and self-service
- Introduced best practices for case documentation, ensuring accurate records were maintained while also protecting sensitive customer data.
Customer Support Manager
Dario Health
01.2011 - 01.2013
- Built and managed the Customer Service team, supporting end users in Israel, Canada, the UK, and Australia
- Onboarded, trained, and supported Dario's Global partners
- Introduced customer support protocols for medical technology deployment across international markets, ensuring compliance with healthcare regulations in multiple jurisdictions
- Developed and implemented comprehensive processes, KPIs, and automation tools, reducing initial response time by 30% and improving CSAT by 35%
- Implemented and administered Salesforce CRM to streamline and monitor above mentioned activities
Client Services Team Leader
Assuta Medical Centers
01.2007 - 01.2010
- Management of a team responsible for implementing various clinical information systems used by nurses and physicians across Assuta's Medical Centers in Israel and supporting them 24/7
- Acted as the primary escalation point for physicians and nurses during urgent situations
- Reduced response times significantly by prioritizing tasks effectively and implementing time management strategies within the team.
Customer Service Manager
iMDsoft
01.2003 - 01.2006
- Built, managed, and scaled the Customer Service Team (team members and team leaders) responsible for providing 24/7 technical and application support to physicians and nurses in 150 hospitals around the world
- Specified and implemented processes, tools, training materials, quality management procedures, and implementation protocols
- Served as an escalation point for top/strategic company customers
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
Education
MBA - Marketing
The Sobey Business School
Canada 01.2003
BA - Political Science
The Hebrew University
Jerusalem, JM01.2001
Skills
- Customer Service Management
- Communication Skills
- Business Automation
- Analytical Skills
- Mentoring
- SaaS
- B2B
- B2C
- Global Team Management
- 24/7 Support
- Process Improvement
- Cross-Functional Collaboration
- Account Management
- Crisis Management
- SLA Management
- Strategic Planning
- Revenue Growth
- Training & Onboarding
- Customer Satisfaction Management
- Self-service Tools
- Operational Cost Reduction
- Customer segmentation
- Customer onboarding
- Sales enablement
- Data-driven decision making
- Salesforce proficiency
- Problem-solving
- Team building
- Analytical thinking
- Hiring and training
- Customer relationship management
- Interpersonal skills
- Task prioritization
- Adaptability and flexibility
- Organizational skills
- Excellent communication
- Attention to detail
- Teamwork and collaboration
- Customer support
Languages
Hebrew
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Director of Customer Success
AIVF
01.2023 - Current
Director of Customer Success
LiveU
01.2017 - 01.2022
Director of Customer Support
MobileODT
01.2014 - 01.2016
Customer Support Manager
Dario Health
01.2011 - 01.2013
Client Services Team Leader
Assuta Medical Centers
01.2007 - 01.2010
Customer Service Manager
iMDsoft
01.2003 - 01.2006
MBA - Marketing
The Sobey Business School
BA - Political Science
The Hebrew University
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