Upgrade Post project
Profileimage by Iris Potruch Ex Wix and Google Customer Success Executive | Strategic Partnerships from

Iris Potruch

available

Last update: 05.03.2024

Ex Wix and Google Customer Success Executive | Strategic Partnerships

Graduation: BA Psychology, BA Music
Hourly-/Daily rates: show
Languages: English (Native or Bilingual) | French (Limited professional) | Hebrew (Native or Bilingual)

Keywords

Customer Relationship Management Customer Experience Business Processes Partnerships Project Management Process Design Strategic Alliance Business Strategies Interviewing Customer Support + 2 more keywords

Attachments

Iris-Potruch-Business-Executive_050324.pdf

Skills

Customer success, Customer experience, Strategic partnerships, account management, project management, team leadership, hiring, interviewing, process design and improvement, business strategy, business operations.

Project history

06/2023 - Present
Business Executive As A Service | Customer Success | Strategic Partnerships
IP - Iris Potruch (Internet and Information Technology, < 10 employees)
Helping founders, CEOs and Customer Experience executives create, build and scale Customer Success/support/experience teams and practices, as well as build and launch strategic partnerships.

Some of the tasks I help with in the domains of Customer Success/Customer Experience:
- Customer onboarding and training
- POC creation
- Defining and implementing Customer Success processes
- Hiring and interviewing Customer Success Managers / Customer Support Agents
- Managing relationships with strategic customers
- Training customer-facing teams on managing key customers

Some of the tasks I help with in strategic partnerships:
- Market research
- Partner identification and due diligence
- Partnership strategy and business model
- Partner management
09/2022 - 02/2023
Head of Customer Experience
Infront Sports & Media (Media and Publishers, 1000-5000 employees)
* Headed the entire Customer Experience operation across a variety of Infront's digital tech products, within Infront
lab, the innovation and digital arm of Infront Sports and Media
* Established a new customer support practice, including hiring and mentoring
06/2021 - 01/2023
VP Customer Success
Pico Get Personal (Acquired by Infront Sports & Media) (Internet and Information Technology, 10-50 employees)
* Member of Pico's management team from round A to the acquisition by Infront Sports and Media
* Built a high-performing Global CS team managing 70+ leading brands in the worlds of Sports and CPG
* Led a process of transitioning 80% of clients from high touch to self service
* Led several key partnerships and cross-functional operations with sales, marketing, product, dev and founders
10/2019 - 10/2020
VP Partnerships
Cymbio (Internet and Information Technology, 10-50 employees)
• Prospected, researched and led sales cycles
• Led strategic commercial and technological partnerships with various retail partners
• Built and maintained the company's online presence, messaging and positioning, as well as its presence in retail conferences
• Expanded and improved the product offering, pricing strategy and marketing strategy
03/2018 - 05/2019
Program Manager, Growth Partnerships
Google (Internet and Information Technology, >10.000 employees)
* Led large-scale partnership projects which increased by 40% adoption of an internal marketing platform across
various Google products, working closely with R&D, product and data analysis
* Implemented tools and processes that shortened integration time by 30% and increased user acquisition by 25%
for numerous Google Products
03/2014 - 02/2018
Head of Strategic Product Partnerships, Wix App Market
Wix (Internet and Information Technology, 1000-5000 employees)
* Led all strategic product partnerships for Wix App Market and launched over 100 technology partnerships
* Established each partnership end to end, from research and scouting, via forging relationships and defining
terms, through providing ongoing consultancy on product, development, marketing and business models
* Led an expansion project to a highly substantial market, which resulted in 20% increase in revenue.
03/2008 - 05/2012
Group Manager, Enterprise Customer Success
Liveperson (Internet and Information Technology, 500-1000 employees)
• Hired, trained and managed local and remote teams of technical customer success managers, who managed Liveperson's key enterprise clients (Fortune's 500)
• Oversaw all aspects and phases of strategic enterprise projects
• Built product specs based on clients’ needs to constantly improve the Enterprise product offering
• Worked closely with product and R&D teams on new features and improvements for Liveperson's suite of enterprise solutions
07/2006 - 02/2008
Junior Web Developer
Netwise (Internet and Information Technology, 50-250 employees)
• Developed web client-side modules and components
• Built dynamic monthly newsletters
• Managed content for websites from the finance industry, government ministries and major corporations

Local Availability

Only available for remote work
Profileimage by Iris Potruch Ex Wix and Google Customer Success Executive | Strategic Partnerships from Ex Wix and Google Customer Success Executive | Strategic Partnerships
Register