Dvir David Levi
Senior Customer Success Manager
Pardes Hanna Karkur,Israel
Summary
I am a dynamic and results-driven Senior Customer Success Manager with over 9 years of experience in customer-facing roles, including 5 years in the SaaS B2B industry. Proven track record in building and executing customer success strategies, driving long-term growth, and ensuring customer retention across EMEA and APAC. Played a key role in MarketMan's success, contributing to its acquisition by PSG for $100M in 2022. Adept at managing key accounts, reducing churn, and fostering collaboration across departments to maximize product adoption and satisfaction.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Senior Mid-Market Customer Success Manager EMEA & APAC
MarketMan
03.2021 - Current
- In 2022, MarketMan was acquired by the PSG fund and merged with MealTicket, further enhancing its market presence and capabilities
- Managing MarketMan's mid-market customers across EMEA and APAC, developing strong relationships with key stakeholders to drive long-term growth and customer satisfaction
- Building and executing customer success strategies to ensure customer retention and maximize product adoption
- Leading strategic initiatives to leverage the product for customer growth, increasing customer engagement and aligning their goals with our solutions
- Spearheading the performance of the global Customer Success department, delivering the highest expansion figures while maintaining the lowest churn rates for two consecutive years
- Collaborating with sales, product, and marketing teams to ensure alignment in driving customer success and identifying opportunities for upselling and cross-selling
- Consistently achieving key performance metrics, with a focus on customer growth and retention
- MarketMan is a global SaaS B2B company specializing in software solutions for purchasing and inventory management tailored to restaurants, hotels, and food suppliers
- In 2022, MarketMan was acquired by the PSG fund and merged with MealTicket, further enhancing its market presence and capabilities
Customer Success Manager
MarketMan
01.2020 - 02.2021
- Company Overview: MarketMan is a global SaaS B2B company specializing in software solutions for purchasing and inventory management tailored to restaurants, hotels, and food suppliers
- Managing the Israeli market, which has over 400 accounts
- Increasing the portfolio by 30% in 2021
- Onboarding - Set up the accounts
- Training - imparting knowledge, tools and abilities, and training the client for maximum use of the software
- Proactively executing a comprehensive engagement and communication strategy in order to maintain high customer satisfaction
- Handling challenges and finding solutions for customers
- Projects and cooperation with customers
- Carrying out periodic success reviews of customers confirming satisfaction
- Work closely with the Dev, Product, Sales, and Marketing teams to share customer insights and finding solutions to possible problems and requests
- Taking advantage of additional sales opportunities and upsells for products and services
- Handling retention
- Developing tools, processes and work methods to ensure that customers realize the best possible value from the product
- Developing long-term strategic relationships with customers
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
Customer Relations Manager, Back Office and Course Operations
Ascolot school, The Open University
01.2017 - 01.2019
- Administration, Customer Relations and School Operations in a school of 25,000 students nationwide
- Office Management and Back Office: Answering calls, entering data into the computer systems, generating reports, document forms, and documents
- Operations and logistics organization of nationally deployed courses, troubleshooting and malfunctions while guiding the coordinators
- Managing administrative staff from task assignment, performance control, management and professional response
- Collection of payments by conventional means, issuing receipts and payment confirmations to the Finance Department
- Customer Service: Handling customer inquiries received across all channels, inquiries routing, troubleshooting and complaint handling
- Customer retention: Negotiate with clients who wish to retire and represent 'exceptions' that do not meet the organization's requirements
- Work in a multifaceted, multi-tasking computer environment while having goals and schedules
- Manage a team of about 10 service representatives from recruitment and training, goal setting and control
- Training service representatives, listening to calls, performance control and providing feedback
- Independent work and exclusive responsibility for performing the tasks within the role
- 'Outstanding employee' for the year 2019 at the Open University
Customer Relations Manager
Ascolot school, The Open University
01.2016 - 01.2017
- Collection of payments and debts while negotiating with the client, issuing receipts and study certificates
- Customer Relationship Management: Receiving inquiries from existing / potential customers, calling routing, providing information, and contacting faculty
- Retaining Customers: Representing students at the center for exceptional committees, collecting medical documents / certificates and presenting them to the committee
- Back Office: Handling faxes, emails, document and form documentation, data typing and more
Skills
Customer Account Management
Customer Retention
Customer Service
Customer Relationship Building
Strategic Planning
Revenue Growth
Training and mentoring
Report Analysis
Personal Information
Date of Birth: 01/16/94
Computer Applications
Full Control of MS Office, Google, SalesForce, PlanHat, Zoho, Bamboo, Jira, Zendesk, TextBlaze, Confluence, Trello, Totango, Icount, Zoom, Calendly, Clari.
Timeline
Senior Mid-Market Customer Success Manager EMEA & APAC
MarketMan
03.2021 - Current
Customer Success Manager
MarketMan
01.2020 - 02.2021
Customer Relations Manager, Back Office and Course Operations
Ascolot school, The Open University
01.2017 - 01.2019
Customer Relations Manager
Ascolot school, The Open University
01.2016 - 01.2017
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