talech

talech (tăléch) n. is an ancient Mayan word denotes Someone who listens to the needs of others. We believe the corner store or business should have as much insight into their business and ease of managing it as giant ones. We aim to provide small businesses with the most user-friendly and integrated set of solutions to manage their businesses from POS to back-office to financials.

Chief Customer Officer

Principal

• Provide growth-stage start-ups with deep knowledge and practical assistance in the development and enhancement of their Customer Success functions. 
• Engage in either or both scope-based projects and/or long-term engagements.
• Advise CEOs and Heads of CS on enhancing their CS functions from their early stage start-up mode to scalable structures that support fast and successful growth, provide better insights into the function and the customer and corral the company around the need to generate value to customers.
• Key projects include development of charters, executive dashboard, CS playbooks, org structure, job descriptions, performance review, Customer Health Scores, Customer Maturity Index and more.

Customer Success Advisor

CICC - California Israel Chamber of Commerce

The California Israel Chamber of Commerce (CICC) is a not-for-profit, industry-supported organization dedicated to promoting and strengthening trade relations between the business communities of California and Israel thought leadership, business, investment, entrepreneurship, technology.
CICC focuses on six different verticals: MedTech; Big Data, SaaS & Cloud; Cyber Security; Mobile & Internet; and AgriTech/FoodTech.

Member Board Of Directors

OpenGov Inc.

OpenGov is the leader in multi-tenant SaaS solutions to local governments. 
With over 2500 customers utilizing our solutions to improve their Budgeting, Performance Management, Permitting and Licensing, Reporting and Citizen Engagement processes, we are well on our mission to empower more effective and accountable government. 

Boaz leads the Customer Success team for OpenGov and serves on the company's executive management team.  The CS team (PS, Support, CSM, CS-Ops) is responsible for ensuring customers maximize value from the solutions they acquired from OpenGov, expand their programs and assist the company grow its products and clientele.

Key measurable results include:
- Exceeded Board MBO for 6 straight quarters.
- Improved Net Retention to over 112% by growing up-sells while reducing churn.
- Reduced Gross Churn by 36% YoY.
- Increased PS revenues by 342% by converting the function from a cost center to a profit one, and generating a clear path to profitability within a year.
- Increased multi-year renewals by 127%.
- Launched NPS and drove score to 45 (industry benchmark is 33).
- Grew the CS team 300% to absorb business growth, including major talent acquisition and development
- Increased PS throughput by 75% in core deployments and 300% in integrations by enhancing methodology, developing teams' skills, and instilling a culture of management accountability. 
- Lead the integration of the company's 3 latest acquisitions, focusing on retaining people and customers, developing GTM strategies for cross-selling, and aligning internal business processes for greater effectiveness and efficiencies.

SVP Customer Success

Mashery (Acquired by Intel)

Mashery was a multi-tenant SaaS provider of enterprise-grade API Mgt platform and services. 

Key Achievements:
• Founded the Customer Success team at Mashery and grew it from a single digit number of people in PS and TS into a cohesive high-performing team of over 60 professionals.
• Achieved or exceeded team MBOs consistently in 10 out of last 11 quarters.
• Succeeded in reducing customer “churn” / rate of termination to under 0.9%/month versus Industry Best Practice of 1.6%
• Established a cadence of Quarterly Operational Reviews to professionalize the business, enable and foster accountability and ensure data-driven decision making
• Instilled a customer-centric culture within the organization that resulted in superb alignment and rapport with customers like Argos, ASOS, Press Associations, Comcast, Starbucks, BestBuy, Expedia, BazzarVoice, Macy’s, Klout, and Neustar

VP Customer Success

Wave Guard Technologies Ltd.

An early-stage clean-tech start-up working to help protect people and the environment from the dangers of excess cellular radiation. 

Key Achievements:
• Fortified the company foundation by developing a cohesive product strategy, securing funding, and building a strong board of directors
• Lead the fund raising for the company securing over $1MM in seed funding.
• Developed the marketing infrastructure: positioning, pricing, collateral, lead-gen processes, and PR.
• Established sales channels with representatives at a half-dozen key European countries.
• Secured the first sell at the largest market (municipalities) and developed an extensive pipeline among European governments.
• Won the "Public Choice Award" at IBM SmartCamp 2011 start-up competition after being selected as a finalist.  http://www.pc.co.il/?p=69276

VP Sales and Marketing

China

Taking a year off, my family (wife and three children) and I traveled in the amazing and most interesting country of China. It's hard to overstate the joy of spending so much time with one's family in a truly bonding environment such as a trip like this. Check out our experiences and photos on our blog site at: http://maorfamilychina.shutterfly.com/

A Year-Off Traveling Throughout China

newScale, Inc. (acquired by Cisco)

newScale was the leading provider of IT Service Management enterprise software and services for large enterprises.

As VP Customer Services I was responsible for the on-going relations between newScale and its customers, including Commercial Relations, Relationship Management, Strategic Customer Success, and Customer Satisfaction and Support

Key Achievements:
• Met or exceeded commercial goals (Services Bookings and Revenues) in 14 out of past 14 quarters.
• Developed a Center of Excellence in driving Customer Success through effective Strategic Program Mgt focused on expanding customers' adoption and usage of solutions. 
• Expanded the global team (US, UK, India) by 400% along tenure to support customer growth (over 100 globally) and demand.

VP Customer Services

FreeMarkets (Acquired by Ariba)

FreeMarkets invented the concept of e-sourcing and was the world leader in providing e-sourcing software and services solutions to many of the world's largest enterprises. Company went public (IPO) in 2000 and merged with Ariba in 2004.

As GM BPO, I established a new business unit at the company to enable customers to outsource to us procurement activities across a multitude of commodities.

Key Achievements:
• Business unit was regarded as the largest growth opportunity for the company and was at the core of discussions and valuations when FreeMarkets was acquired by Ariba.
• Designed and formed the operational foundation and commercial construct of the business unit. 
• Negotiated joint go-to-market deals with 2 providers to augment our internal capabilities. 
• Formed an extensive knowledge base for the business, highly regarded by both internal (mgt, sales) and external (analysts, customers) constituencies.

General Manager, BPO

Managed FreeMarkets global High-Tech Sector. Responsible for penetrating and serving customers in: computer mfg, semicon, network equipment, consumer and industrial electronics, peripherals & telecom.

Key Achievements:
• Nurtured sustainable relations with companies like HP, Intel, Sun, Huawei, Alcatel, Micron and Marconi.
• Grew the business from 10 to 25% of FreeMarkets sourcing volume making it largest of all sectors. 
• Achieved 70% growth in revenue despite the severe downturn in High-Tech industry.
• Structured the business to achieve highest Gross Margin for company.
• Expanded customer count from 13 to 36  highest growth of customer count for the company.
• Spearheaded development of sector knowledge and collateral that became standard for all sectors.

General Manager, High Tech Business Sector

Responsible for serving all High-Tech customers at FreeMarkets in North and South America. 

Key Achievements:
• Designed and implemented e-sourcing programs at marquee customers including Sun Microsystems, Texas Instruments, Compaq, iomega and others.
• Programs enabled customers to identify over $300MM in cost savings delivering more than 1500% ROI. 
• Identified and executed 3 of FreeMarkets’ 5 largest bids ever (>$100MM each).
• Recognized thought-leader in market making and bidding strategies. 
• Owner of two patents for unique bidding strategy methodologies (Ratio Bidding and Split of Business)

Director

InterEureka

InterEureka was a boutique market research firm specializing in the collection of information globally for Israeli customers.
Managed all sales and marketing activities

Sales Representative

A serial start-up executive with passion for Customer Success. 

Particularly experienced with growth and expansion-phase start-ups in B2B SAAS, Software and Services. 

Specialize in building Customer Success teams including: ► Professional Services, ► Technical Support, ► Knowledge Mgt and Training, and ► Customer Management functions IN ORDER TO ► speed up on-boarding, ► expand adoption and usage, ► effectively resolve issues, ► assist customers in extracting and quantifying value, ► develop customer advocacy programs and ► growing book of business with customers (Maximize Net Retention). 

Enjoy leading and scaling small to mid-size global teams requiring significant change management to achieve sustainable growth. 

Highly regarded for leadership skills, globalization, personal drive and analytical problem solving leading to team-customer alignment, driving rapid program expansion, and developing team cohesion during fast growth.

Taplio

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