Laurence Harroch
Flight Support and Operations Executive @Israjets
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WORK HISTORY
Flight Support and Operations Executive @Israjets
Client Operations & Support- Delivering high-level operational support to ensure a seamless client experience across all stages of private jet travel- Serve as a key liaison between clients and internal teams, managing trip logistics from booking to post-flight follow-up- Handle time-sensitive client needs with precision and discretion in a high-pressure environment- Ensure service excellence by coordinating effectively with vendors, sales, and operations- Support client satisfaction and retention through proactive communication and issue resolution.Operations Process & Workflow OptimizationI continuously improve internal processes to help Sales, Operations, and Support work more efficiently together- Design and implement streamlined workflows for quoting, trip setup, and post-flight review- Build documentation and internal checklists to standardize key procedures across teams- Collaborate cross-functionally to identify bottlenecks and implement scalable solutions- Lead testing and feedback loops during rollout of new tools and process changes.Salesforce Project LeadAlongside my core responsibilities in flight operations, I lead Salesforce optimization initiatives to support cross-team efficiency and data accuracy- Define and manage requirements for new Salesforce features, automations, and workflows in collaboration with developers- Oversee page layout redesigns, field structures, and dashboards to streamline daily use for Sales and Operations teams- Coordinate internal rollout and training to ensure team-wide adoption of new tools and updates- Lead CRM data quality initiatives, including cleanup projects and reporting improvements.
EDUCATION
IUT Rene Descartes
Statistique et Traitement Informatique des données
ABOUT LAURENCE HARROCH
Strategic Account Management & Operations Leader with 10+ years driving client success, operational excellence, and scalable growth across global markets. I specialize in building long-term B2B and D2C partnerships, optimizing customer journeys, and aligning operations with revenue goals.With experience spanning SaaS, consumer goods, and logistics, I’ve led customer success programs and managed high-impact accounts across North America, LATAM, Europe, and Asia. I thrive at the intersection of customer strategy and operational execution — transforming underperforming accounts, scaling service delivery, and improving retention through data-driven insights. Highlights- Scaled account management and customer support operations across the US & Canada- Improved client retention and CSAT by 30% with targeted lifecycle programs- Boosted upsell revenue by analyzing usage trends and distributor behaviors- Enhanced logistics efficiency through streamlined inventory and cross-team workflowsI’ve collaborated with Sales, Product, Marketing, and Supply Chain teams to turn complex challenges into streamlined outcomes. Based in Tel Aviv, with international experience in Paris and Los Angeles, I bring a global mindset and a people-first approach to every role.
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