Boaz currently serves as Chief Customer Officer at Talech, an SMB point of sale software provider. He’s previously led customer success at OpenGov, a provider of core operating software for local governments, Mashery, an enterprise API management platform (acquired by Intel), newScale, an enterprise ERP4IT software provider (acquired by Cisco) and FreeMarkets, the innovator of B2B reverse auctions (IPO). Boaz has experience launching brand new customer success teams, as well as scaling the function to lead teams of more than 200 across customer success, support, and Professional Services/implementation, and Knowledge Mgt/Training.
Areas of Expertise
Goal-setting for Customer Success TeamsBoaz can advise on how to develop a super-strong system for Customer Success that starts with a foundational vision and mission. It's then translated into measurable objectives with sophisticated means to combine and weigh the different objectives CS teams juggle to create strong performance metrics and compensation plans.
Building Low-touch or Tech-touch CS TeamsFor companies that have lower ASPs and can’t afford high-touch CS teams, providing proactive guidance, advice, and support is a challenge. Boaz can advise on how to hire and equip CSMs who can use tech tools to scale their reach.
Customer MarketingBoaz can share perspective on how customer success and marketing should work together to engage the existing base in support of retention and upsell efforts.
Customer HealthScore and Customer Maturity Index:Boaz assesses customers' states (what data to collect and how to analyze it to be practical and useful) and what to do about them (playbook strategy).