Dana Chen
GTM Operations Lead, Customer Success - Wiz | Google
GoogleAccomplished leader of technical customer services strategy and operations, with extensive background leading and growing technical support groups. Specialize in program management for customer operations, driving efficiency and excellence.
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Master of building resilient operations and fostering culture of continuous improvement. Experience in fast-growing startups and publicly traded enterprise software companies. BSc in Aerospace engineering.
GTM Index
- GOOGLEJOB
- GTM Operations Lead, Custo…4M
GTM Operations Lead, Customer Success - Wiz
Google
- WIZJOB
- Customer Success Operation…6M
Customer Success Operations Manager
Wiz
- SNYKJOB
- Senior Revenue Operations…2Y 1M
Senior Revenue Operations Manager
Snyk
- RAPID7JOB
- Senior Mgr, Support Operat…10M
Senior Manager, Support Operations
Rapid7
Managed a business operations team, directing day-to-day operations, project management, and strategic initiatives for the Technical Support Services organization. Leveraged data and metrics to enable fact-based, cost-effective resource planning, including leading continuous improvement processes that reduced backlog by 15%. Identified and drove process enhancements through cross-functional stakeholder collaboration to increase efficiency. Partnered across the organization on initiatives to optimize end-to-end processes. Acted as a trusted advisor on vision and strategy to the leadership team. Managed executive reporting and communication, as chief of staff to the VP head of the business un…
- CYBEREASONJOB
- Support Mgr3Y 10M
Support Manager
Cybereason
Managed a global technical support team for a hypergrowth startup, strategically expanding 24/7 service delivery, optimizing operational efficiency and driving service excellence. Led recruitment, training and development of 20+ US and UK-based engineers. Identified customer experience gaps, formulating solutions that increased product quality and retention. Streamlined workflows utilizing Salesforce, achieving service excellence goals. Acted as escalation point for critical issues. Collaborated cross-functionally with Product, R&D, Technical Operations, and other business units to resolve technical issues. Demonstrated analytical, communication, and leadership skills optimizing global supp…
- CLICKSOFTWAREJOB
- Technical Program Mgr1Y 4M
Technical Program Manager
ClickSoftware
Directed the technical support program for a rapidly scaling SaaS product, driving process enhancements and tool improvements to optimize customer experience. Leveraged strong analytical abilities and technical expertise to drive solutions such as: • Reduced investigation time 90% by implementing an external log analysis tool • Enhanced product value by contributing supportability features Led technical training, education sessions and swarming groups to shorten resolution times. Managed supportability initiative, collaborating cross-functionally to increase customer satisfaction. Provided technical escalation management, overseeing complex incident investigations.
- Technical Team Lead2Y 7M
Technical Team Lead
ClickSoftware
· Mentored 6 team members locally, coached 10 more remotely · Lead individual weekly technical review with all team members in the region · Balance the case load across all team members, make sure cases are handled based on urgency and priority, assure quality and meaningful input is provided · Work closely with the group managers during complex escalations · Design and implement new processes, such as the support health check · Worked closely with customers during go-live of Field Service Edge product: visit on site to expedite the solution of critical issues, build trusted and healthy relationship, manage customer expectations
- Support Eng2Y 11M
Support Engineer
ClickSoftware
· Support customers and implementers across the platform. Provide a technical solution to verity of issues: logic, performance, architecture, etc. · Focused on the Service Optimization cloud offering, AWS based service · Tailor the solution based on the customer needs and business goals · Hold weekly meetings with assigned accounts, create a trusted relationship, increase product usage · Visit customers\partners on site, provide training and conduct technical reviews · Subject Matter Expert of ClickMobile product
- ISRAEL NATIONAL MUSEUM OF SCIENCE TECHNOLOGY AND SPACEJOB
- Senior lead instructor4Y 6M
Senior lead instructor
Israel National Museum of Science Technology and Space
- Job: Rapid7 — Senior Manager, Support Operations · 2022-10 – 2023-08 · 10 mo — Managed a business operations team, directing day-to-day operations, project management, and strategic initiatives for the Technical Support Services organization. Leveraged data and metrics to enable fact-based, cost-effective resource planning, including leading continuous improvement processes that reduced backlog by 15%. Identified and drove process enhancements through cross-functional stakeholder collaboration to increase efficiency. Partnered across the organization on initiatives to optimize end-to-end processes. Acted as a trusted advisor on vision and strategy to the leadership team. Managed executive reporting and communication, as chief of staff to the VP head of the business un…
- Job: Google — GTM Operations Lead, Customer Success - Wiz · 2026-06 – present · 2 mo
- Job: ClickSoftware — Support Engineer · 2013 – 2015 · 2y — · Support customers and implementers across the platform. Provide a technical solution to verity of issues: logic, performance, architecture, etc. · Focused on the Service Optimization cloud offering, AWS based service · Tailor the solution based on the customer needs and business goals · Hold weekly meetings with assigned accounts, create a trusted relationship, increase product usage · Visit customers\partners on site, provide training and conduct technical reviews · Subject Matter Expert of ClickMobile product
- Job: Israel National Museum of Science Technology and Space — Senior lead instructor · 2008-01 – 2012-07 · 4y 6mo
- Job: Snyk — Senior Revenue Operations Manager (RevOps) · 2024-03 – 2026-04 · 2y 1mo
- Job: Cybereason — Support Manager · 2018-12 – 2022-10 · 3y 10mo — Managed a global technical support team for a hypergrowth startup, strategically expanding 24/7 service delivery, optimizing operational efficiency and driving service excellence. Led recruitment, training and development of 20+ US and UK-based engineers. Identified customer experience gaps, formulating solutions that increased product quality and retention. Streamlined workflows utilizing Salesforce, achieving service excellence goals. Acted as escalation point for critical issues. Collaborated cross-functionally with Product, R&D, Technical Operations, and other business units to resolve technical issues. Demonstrated analytical, communication, and leadership skills optimizing global supp…
- Job: Wiz — Customer Success Operations Manager · 2026-04 – present · 4 mo
- Job: ClickSoftware — Technical Program Manager · 2017-08 – 2018-12 · 1y 4mo — Directed the technical support program for a rapidly scaling SaaS product, driving process enhancements and tool improvements to optimize customer experience. Leveraged strong analytical abilities and technical expertise to drive solutions such as: • Reduced investigation time 90% by implementing an external log analysis tool • Enhanced product value by contributing supportability features Led technical training, education sessions and swarming groups to shorten resolution times. Managed supportability initiative, collaborating cross-functionally to increase customer satisfaction. Provided technical escalation management, overseeing complex incident investigations.
- Job: ClickSoftware — Technical Team Lead · 2015 – 2017-08 · 2y 7mo — · Mentored 6 team members locally, coached 10 more remotely · Lead individual weekly technical review with all team members in the region · Balance the case load across all team members, make sure cases are handled based on urgency and priority, assure quality and meaningful input is provided · Work closely with the group managers during complex escalations · Design and implement new processes, such as the support health check · Worked closely with customers during go-live of Field Service Edge product: visit on site to expedite the solution of critical issues, build trusted and healthy relationship, manage customer expectations
- School: Technion - Israel Institute of Technology — Bachelor of Science (BSc), Aerospace, Aeronautical and Astronautical/Space Engineering
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