Hi, I’m
Ynon Yerushalmy
Technical Account Manager - Incident Manager
Kibbutz Pelech
Summary
Dynamic, highly motivated professional with years of experience in customer service, as well as project management. Proven track record of enhancing customer success and improving retention through knowledge, patience, and understanding. Proven ability to interface with key business units to assess business needs and develop solutions that further corporate goals.
Multitasking Incident Manager with a background in remediation planning and execution. A determined employee with over 4 years of successfully handling high priority incidents and finding ways to limit impact.
Overview
8
years of professional experience
6
years of post-secondary education
Work History
BOLTPetaẖ Tiqwa, M
Incident Manager
04.2022 - 06.2023
Job overview
- In charge of updating alerts, runbook, and guidelines
- Monitored and analyzed incidents reports, identifying trends and patterns for process improvement
- Assisted in identification and assessment of incidents, prioritizing based on severity and impact
- Documented incidents details, ensuring accurate and comprehensive records for future reference
- Collaborated with technical teams in order to troubleshoot and resolve incidents within defined SLA's
- Contributed to continuous improvement of incident management processes and procedures.
- Managed over 20 customers per day.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events
MoovingON
Technical account manager and customer success
02.2020 - 04.2022
Job overview
- Building new customer success department in MoovingON
- Implementing MoovingON app at client site
- Pre-sale/support/success
- Leading new customer onboarding phase
- Managing Key-customers' accounts and relationships
- Working with R&D and Product teams to meet customer requirements and improve communication
- Increased working flow between MoovingON and other customers.
- Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals
- Developed and executed solutions to customer needs and drivers through hands-on engagement
Kibbutz Regba
Community Lead
09.2015 - 10.2018
Job overview
- Developed operations systems and workflow procedures and management
- Worked closely with chairman to set and/or implement policies, procedures, and systems and to follow through with implementation
- Initiated and executed end-to-end development and implementation of public establishments, from idea phase to final product
- Planned and reviewed compensation actions; enforcing policies and procedures
- Initiated and built strategic plans and reviews; prepared and completed action plans to increase productivity and business development
Education
Open University Israel
Master of Arts from Political Science
04.2008 - 07.2010
Open University Israel
Bachelor of Arts from Political Science
01.2000 - 02.2004
Skills
Strong writing and analytical skills, high-level attention to detailStrong organizational skills, including the ability to multitask and prioritize competing deadlines
Ability to work in fast-paced environment and adhere to deadlines with a positive professional attitude
Able to quickly contribute quality designs and code on multiple aspects of the platformAbility to work in highly ambiguous environment and to achieve high-quality results
Root Cause Analysis
Timeline
Incident Manager
BOLT
04.2022 - 06.2023
Technical account manager and customer success
MoovingON
02.2020 - 04.2022
Community Lead
Kibbutz Regba
09.2015 - 10.2018
Open University
Master of Arts from Political Science
04.2008 - 07.2010
Open University
Bachelor of Arts from Political Science
01.2000 - 02.2004