Omri Berkovich

At PractiTest, I revolutionized and spearheaded the Customer Success team, enhancing performance through strategic planning, processes establishment, hiring and coaching.

During my tenure as a Customer Success Manager I gained vast experience with a variety of customers from different industries and of different sized from SMB to Enterprise. After two years as a CSM, the company promoted me to be the Customer Success Team Lead, develop internal processes for the team to follow, and train new team members.

I used knowledge I gained across all roles I had in the company to establish measurable processes that helped improving the performance of the Customer Success Team. I implemented a Customer Success Platform in the company, as well as a data analytics platform and built automatic alerts and Health Scores to ensure we act based on real usage insights at the right time. In created quarterly OKRs for the team, and started company wide tracking of high level metrics such as NRR.

As part of my role, I also actively collaborated with all the company's departments and served as the voice of the customer internally to ensure customer feedback is acted on and used efficiently.