Katia Shifrin

• Spearheaded multiple onboarding projects, streamlining processes and reducing onboarding time by 30% by developing a new, optimized process.
• Led the fastest API onboarding project, setting a benchmark for efficiency within the company.
• Collaborated closely with product managers to design and deliver customized end-to-end solutions, aligning technical implementations with client needs.
• Partnered with the sales team to support POCs and demos, contributing to successful client acquisition and retention.
• Provided technical management for two of the company’s most strategic clients: Michael Kors and La Redoute, ensuring seamless integration and ongoing support.

• Owned the solution life cycle from initiation to delivery for Mobidieo's strategic customers.
• Coordinated five efficient large-scale solution deployments with internal team leads (BI, Integration, and QA) while managing project scope, schedule, status, and documentation.
• Designed and Implemented new and improved customer-facing support processes.
• Supported sales by conducting POCs and product demonstrations for prospective client.
• Created and maintained all technical product documentation for internal and external use.
• Conceptualized and deployed enhanced product features and optimized implementation for use in marketing strategies

• Managed a portfolio of 15 top-strategic accounts- Clientele varies enterprise-level companies from different industries (SAP, Roche, Ericsson, European Parliament, Indiana University, Amdocs, IKEA, and more).

Portfolio management consisted of:

• Full ownership of each account's technical inquiries , providing Tier-1 to Tier-3 support solutions across all of Kaltura's products.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Developed and executed a comprehensive communications strategy with churn risk customers to rebuild trust and maximum customer satisfaction.

• Provided support for 500 fortune companies.
• Troubleshoot complex technical escalation from Tier 2, pinpointing root causes via log analysis from multiple sources (SQL, .Net, Chrome Dev Tools, Fiddler, Wireshark).
• Collected customer requirements, directed testing, and conducted continuous evaluations of current products.
• Liaised with clients, developing a deep understanding of business needs and the current market landscape.
• Managed the support process of the new SAAS product during the Alpha release.
• Managed Release and Development testing environments, carrying end-to-end sanity tests for each fix or patch release.
• Created technical documentation for each patch, test, or configuration change, for internal and external use.

• Worked directly with executive management, conceptualizing new innovative projects to develop new business opportunities.