Michal Harel
Tel Aviv
Summary
A dynamic global, 4x VP Customer Success, results-driven and customer-centric executive with a hands-on approach, dedicated to delivering substantial value, fostering increased adoption, and cultivating enduring relationships. Recognized for expertise in building and overseeing global teams, achieving remarkable levels of employee retention and operational excellence. Building for scale!
Overview
22
22
years of professional experience
Work History
Vice President, Customer Success
Zencity
12.2022 - Current
- Achieved a notable 15-point improvement in Gross Retention Rate (GRR) by revamping the Customer Success organization to focus on ownership, value, and segmentation.
- Led 3 global post sales teams: Onboarding, CSM & support to serve 4 different customer segments: Scale, SMB, Mid Market and Enterprise
- Led strategic initiatives, including the redefinition of mission and vision, strategic hiring, customer segmentations, and creating tailored playbooks for effective execution.
- Established a robust Enterprise practice from conceptualization to full-scale implementation. This encompassed strategic planning, talent acquisition, process development, adjusted systems, and the deployment of effective playbooks.
- Introduced a health score framework to proactively monitor and enhance customer satisfaction and retention, resulting in tangible improvements in overall customer loyalty.
- Worked closely with product and R&D leaders to improve the feedback process and partner to align on the short and long-term roadmaps.
- Partnered strategically with Sales to align on Pre/Post sales targets, processes, and goals.
- Launched together with the VP of Sales, a Women’s alliance to empower young professionals and provide mentoring and advice.
Senior Vice President, Customer Success
Horizn
10.2020 - 04.2021
- Built and led a global Customer Success organization in a high-touch model.
- Supported the largest global financial institutions such as Wells Fargo, US Bank, Royal Bank of Canada and many more on digital adoption initiatives.
- Introduced and implemented Customer Success processes to support the customers’ journey such as onboarding, delivery, QBR, support, reporting etc.
Vice President, Customer Success
Quantum Metric
10.2018 - 10.2020
- Structured and built from scratch a global Customer Success group (32 employees hired in 2019) for the following subgroups: Onboarding, Success, Professional Services, Enablement, and Production Support serving Enterprise and Corporate customers in high touch and scale models.
- Track record of over 90% gross retention and over 135% net retention.
- Introduced a different way of looking at “value”: value-based onboarding, value-based training, and more.
- Initiated and built an online user community, including an online university and a certification program, 4 professional online tracks, and over 40 classes.
- Organized Customer Advisory boards with the participation of C-level executives from Fortune 100 companies.
- Introduced Customer journey mapping and built processes around it from Onboarding to Success to Support to ensure Renewal and Upsell.
- Built Service packages and use cases around it and cooperated with the Sales Organization to enable them to sell it.
- Increased employee utilization in 6 months from 65-85% (% of external work out of the entire effort).
- Established a new consulting practice that allowed the company to sell to a new persona.
- Divided the customer base into 4 service tiers to allow efficiency and focus.
- Pushed for data-driven decision-making. Researched and implemented systems to capture data, all under ROI analysis and tight budget.
Vice President, Consulting Services Group, Customer Success
Clicktale LTD
01.2012 - 01.2018
- Structured and grew a global group (from 2 to 40) of Customer Success Managers and Customer Experience Analysts (US/EU/IL based) to manage enterprise-level accounts (Fortune 500 companies) as well as Mid-market accounts.
- Providing ongoing value to digital giants such as Microsoft, Adidas, MetLife, T-Mobile, and many more and assisting them in solving business issues, creating digital value, maximizing growth, and improving business performance. All was done by providing objective advice, expertise and specialist skills.
- Performing strategic discussions and QBRs with top customers on their digital strategy (establishing roadmaps and key performance indicators-KPIs)
- Building and monitoring the group's performance, targets, multi-year projects, revenue forecast, HR forecast, projects' status, POC status etc. Adjusting the offering to different groups of customers (Enterprise vs Mid-Market).
- Collaborating with the delivery team to set priorities for deployment and approve work packages.
- Working with the consulting team to identify issues and forming hypotheses and solutions and to prepare them to present findings and recommendations to clients.
- Leading the analyst team to establish multi-platform consulting practice to allow cross device analyses (Desktop, Mobile, Tablet, Apps) and to create vertical expertise to allow wide variety of services (reports, analyses, comparative analysis, competitive analysis etc.).
Account Executive, Strategic Outsourcing, Financial Services Sector
IBM Canada LTD
01.2008 - 01.2011
- A primary focal point and owner of operations on large strategic contracts (over $40M a year) such as TD Bank, Sunlife Insurance etc.
Counsel, Legal Division
Bank Leumi Le-Israel B.M
01.2004 - 01.2006
Articled in the Legal Division
Israel Securities Authority
01.2002 - 01.2003
Education
MBA - Consulting and Business Economics
Rotman School of Management, University of Toronto
Toronto, Canada01.2008
Master of Laws - Mergers and Acquisitions, Business Law
Tel Aviv University
Tel Aviv, Israel01.2005
Bachelor of Laws (Juris Doctor Equivalent) - Economic And Marketing Legislation
The Interdisciplinary Center, Herzliya
Herzliya, Israel01.2002
Bachelor of Arts, Business Administration - e-commerce, Marketing
The Interdisciplinary Center, Herzliya
Herzliya, Israel01.2002
Skills
- Customer Success Leadership
- Operational Excellence
- Client Relationship Management
- Group Building
- Strategic Vision
- Stakeholder Relations
- Building for scale
- Value selling
- Strong interpersonal skills
Additional Information
Citizenships: Canadian, Israeli
Languages: English, Hebrew
Timeline
Vice President, Customer Success
Zencity
12.2022 - Current
Senior Vice President, Customer Success
Horizn
10.2020 - 04.2021
Vice President, Customer Success
Quantum Metric
10.2018 - 10.2020
Vice President, Consulting Services Group, Customer Success
Clicktale LTD
01.2012 - 01.2018
Account Executive, Strategic Outsourcing, Financial Services Sector
IBM Canada LTD
01.2008 - 01.2011
Counsel, Legal Division
Bank Leumi Le-Israel B.M
01.2004 - 01.2006
Articled in the Legal Division
Israel Securities Authority
01.2002 - 01.2003
MBA - Consulting and Business Economics
Rotman School of Management, University of Toronto
Master of Laws - Mergers and Acquisitions, Business Law
Tel Aviv University
Bachelor of Laws (Juris Doctor Equivalent) - Economic And Marketing Legislation
The Interdisciplinary Center, Herzliya
Bachelor of Arts, Business Administration - e-commerce, Marketing
The Interdisciplinary Center, Herzliya
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