Orly Krams

• Leading the products of customer management (including B2B), interactions, case management and billing care – as part of Amdocs Commerce and Care platform (CRM)
• Accountable for creating the roadmap, go-to-market strategy & pricing.
• Working closely with strategic, high profile operators, ensuring the product adoption success.
• Responsible for embedding Intelligence and AI in our products, to increase their effectiveness and competitive edge.
• Working in a global environment, matrix organization with cross-functional teams

· Led the new case management product – which automates the case handling process, reduce average handling time of the case and increase customer satisfaction

· Analyzed market trends and customer requirements to define product strategy.

· Translated the product strategy into an actionable roadmap

· Managed product lifecycle by gathering and prioritizing product & customer requirements, defining functionality/PRD and KPIs.

· Worked closely with R&D, QA, solution architects.

· Designed UX requirements including preparation of GUI mockups.

· Served as a product expert in meetings with customers & internal stakeholders.

· Supported sales activities such as RFP’s response and meetings with customers and prospects to articulate the value proposition of the solutions.

· Responsible for improving business KPIs such as "Average handling time" and "First call resolution" for our CRM customers – By suggesting optimizations to the current user experience.

· Led customer workshops to analyze agent’s usage of the CRM and suggest optimizations that will improve the business KPIs as well as the user experience.