Customer Success addict | Customer obsessed | CS Ops | Data lover | Top 100 Strategist @ Eptura

I did not choose Customer Success. Customer Success chose me.

In 2020, I took a step back from my leadership role to go all in on Customer Success. I believe the best Customer Success leaders are those who have walked the path, understand the role inside and out, and know what it takes to drive results. This is the journey I’m on, building expertise and laying the foundation for impactful leadership in the future.

In just four years, I’ve grown from an entry-level CSM to a Strategic CSM. Along the way, I discovered a deep passion for empowering other CS professionals to thrive in their roles. Through my newsletter and the two guides I’ve written—Onboard Yourself and Raising the Bar—I share actionable insights and strategies to help others navigate the complexities of this role.

As a Strategic CSM, I’m focused on helping global enterprise organizations achieve their goals by leveraging data-driven strategies and tailored solutions for their specific needs. Whether it’s fostering collaborative cultures, driving change and adoption of innovative tools, or solving complex business challenges, I thrive on guiding customers toward measurable results.

I’m a process addict with an engineering background, driven by curiosity and data. Numbers tell stories, and I love unraveling them to identify opportunities for expansion and growth. I believe in the power of people and data—track the right metrics, and improvement will follow.

Customer Success is where I’ve found my true passion—helping customers achieve their desired outcomes and seeing their growth is incredibly rewarding. I believe CS is the catalyst for any company's growth, and when done right, it unlocks new revenue streams, enhances product adoption, and creates long-term partnerships.

Every conversation is an opportunity to learn, problem-solve, and deliver results that matter.

When I’m not creating Success Plans or building executive relationships, I’m traveling. I’ve visited over 20 countries and am always planning my next adventure. My favorite country so far? Japan, hands down.

Erika Villarreal

Ness Technologies | נס טכנולוגיות

QA Engineer

JustLaw Israel

•Authoring comprehensive STD documentation for the organization's anti-spam chatbot MVP
•Planning, writing and executing tests and compiled detailed STR with specific recommendations for improvements and release
•Collaborating effectively within a cross-functional team, including the founder of JustLaw, the developer, and the designer

Civic Trust אמון הציבור

Providing technical support to customers on the company's website
Assisting in mediation for senior customers rights’ and resulting approximately 85,000 NIS to them
Keeping the CRM updated and clear
Coordinating the 'Consumerism Wisdom" project for Senior citizens

Special Project Coordinator

morning by Green Invoice 

Provided customer support on a SaaS based B2B FinTech platform and on Any Desk.
Acted as an advisor during the project of implementing a new CRM system in the department.
Actively showcased the VOC (Voice Of the Customer).

Customer Experience Specialist

eToro

Supported users from afar via Any desk and troubleshot on their behalf
Cooperated with multiple teams to increase first touch solutions
Delivered value to the customers by enhancing their understanding of the product via Salesforce.

Customer Service Representative

Ministry of Health Israel

Was accountable for governmental project to improve and recruit more employees with disabilities
Initiated process redesign based on governmental feedback and expansive research on global best practices.
Conducted presentations to Ministry executives, highlighting the new process and solutions recommendations

Inclusiveness Specialist

Hebrew University Student Union

Managed end to end a project for creation and implementation of a printing solution for 25,000 students during Covid-19 first lockdown exam period.
Planned and executed 10 LinkedIn workshops for students from various backgrounds. 
Managed and mentored indirectly 3 local representatives responsible for student welfare day to day.

Project Manager

המכון למדעי היהדות באוניברסיטה העברית

Event Production

Hey,  
I'm Yaniv, nice to meet you! 😊

As an extremely motivated QA Engineer, I'm always ready to hear of new trends 📣 in the field, to face challenges head on and come up with excellent and precise solutions to them 🎯. I bring to the table strong interpersonal skills 🤝, the will to learn new technologies, and a great sense of humor 😄.

✅Experienced in writing test documentation (STP, STD, STR).
✅ Excellent understanding of QA methodologies (Agile, Waterfall).
✅ Very good ability to create, maintain and pay attention to documents and details.
✅ Good Knowledge and experience in HTML and CSS. 
✅ Working with the following test management tools: TestRail, JIRA.
✅ Good Knowledge of SQL queries (Join level).
✅ Experience with Web (Chrome, Edge, Firefox) & Mobile (iOS, Android) testing.
✅ Working with Windows OS Platform: Windows.
✅ Working with a variety of testing tools: Dev Tool.
✅Experience with AI tools: ChatGPT, Anthropic Claude.

⚙️TECHNICAL SKILLS:
🔝 Platforms: Windows, Mobile (iOS, Android OS), Browsers (Chrome, Firefox, Edge).
🔝 Programming: SQL, HTML, CSS.
🔝 Tools & Applications: TestRail, Notepad++, Devtools, Browser Stock, Jenkins, X-Ray.
🔝 Bug Tracking: JIRA.
Let's connect, hear about the things that excite us 🙋 most in QA and discuss how my skills can contribute to your team's success! 🚀

*********
I'm currently working as a QA Engineer at Ness Technologies, testing Bank applications and Websitews. 

Previously, I was the QA Engineer at JustLaw Israel, an organization which aims to create and maintain accessibility to justice to all parts of society. 

In a broader scope, I'm passionate about the Mental Health and Sustainability industries, in conjunction with QA and Automation. Both of which I learned and trained for at Gal Matalon's Automation Academy.

Some of my hobbies are cooking and exercising. Chocolate is always welcome, Let's talk!

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Erika Villarreal

Yaniv Rosenfeld-Cohen

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