Albacross

I advise revenue teams within Intent data, Analytics Enrichment, Website personalization & Account based marketing. 

Operational
✔️ Complete responsibility of a portfolio of ~50 Enterprise & SME accounts + driving the CSM part of our partners. 
✔️ Measured on the portfolio's retention & growth rate.
✔️ Responsible for the onboarding, adoption, usage, value realization, QBRs & technical setup.
✔️ Managing & negotiating renewals.
✔️ Creating, acting & following up on Success plans with C-levels & key stakeholders. 
✔️ Identifying and, partly together with the AE, acting on upsell and cross sell opportunities.
✔️ Managing Customer Advocacy - success stories/customer testimonial, G2s etc. 
✔️ Planning & executing Sales & Marketing Training & Education Presentations with stakeholders and end-users. 
✔️ Continuously developing best practice material for the customers.
✔️ Acting as my customer's strategic advisor.
✔️ Understanding my customer's business through consultative questioning. 

Managerial
✔️ Responsible for the team. Report to CEO.
✔️ Interviewing potential CSMs in the recruitment process. 
✔️ Responsible for the department's customer portfolio management. 
✔️ Responsible for the customer journey-processes & playbooks.

Engineering
✔️ Managing feature request & technical incidents for my portfolio. 
✔️ Owning the technical set up of my portfolio, e.g. integrations and installing scripts. 
✔️ Collaborating closely with Product to share product related customer insights, and discuss and plan for feature requests and new customer use cases. 

⚙️ Tech stack: Salesforce, Hubspot, Salesloft, Pipedrive, Chilipiper, Zapier, Web Hooks, HubSpot Marketing Hub, Notion, FigJam, Google Analytics, Google Tag Manager, Google Optimize, Slack, Intercom, ActiveCampaign, Gong, Stripe, ProfitWell, PandaDoc, MS Teams, Zoom, Jira.

Team Lead, Customer Success

✔️ Customer Success Operations (Notion, Salesforce and Google Sheets). 
✔️ Agile Customer Success Iteration Cycle: Product → Sales → Customer Success → Product.
✔️ Account Excellence (periodic meetings and workshops).
✔️ Customer Intelligence (Notion and HubSpot).
✔️ On-boarding Enterprise Customers and maintaining their Success during the lifecycle → Intensive on-boarding + OKRs (own methodology).
✔ Business consultant and coach for the accounts with strategies, advice, and best practices.
✔️ Internal POC → Premium point of contact for the entire organisational needs (Dev Team, Bis Dev, Marketing, and Sales). 
✔️ External POC → Liaison between the customers, product team, sales, marketing, etc, in order to communicate their needs and pain points (Google Sheets, Prodactboard, Jira, Slack, Figma etc).
✔️ CRM Administration and Integration best practices (Salesforce.com, HubSpot, Pipedrive, Zoho etc).
✔️ CRM: Sales & Marketing Automation and Sequencing (Pardot, HubSpot, Outreach etc).
✔️ Internal team communication methods advisory (Slack, Microsoft Team, Google Sheets etc).
✔️ Account Base Marketing best practices.

Senior Manager, Customer Success

✔️ On-boarding the most valuable accounts, making sure that they are ready and set up to succeed. 
✔️ Maintaining great contact with the book of accounts via periodic meetings and touch points. 
✔️ Premium point of contact for the entire organisational needs of your accounts (Bis Dev, Marketing, and Sales).
✔️ Liaison between the customers, product team, sales, marketing, etc, in order to communicate their needs and pain points. 
✔️ Business consultant and coach your accounts with strategies, advice, and best practices.
Identify and act on both upsell opportunities and known risk behaviours.

Manager, Customer Success

Wayflows

We are growth hacking agency helping teams and companies succeed in their goals, providing a variety of services:

✔ Website Development
✔ B2B Funnels and Sales consultancy
✔ Software Development
✔ Design

We always keep it simple and reliable so that you can save time and money for more efficient business operations.

Co-Founder

Come Back Alive

Come Back Alive is a foundation that helps the Ukrainian army. Our main goal is to preserve the lives of our servicemen and servicewomen in the face of an invading force by increasing their effectiveness.

Volunteer

Code of Life - Код Життя

Gain Grow Retain

Gain Grow Retain is an open, free community, built by and for customer success leaders.

Member

RevGenius

RevGenius is a group of revenue generating sales and marketing professionals brought together to learn, share, support, and grow with each other.

Testbirds

✔ Test platforms, software, apps and websites.
✔ QA Quality assurance testing.
✔ UX User Experience testing.
✔ CX Customer Experience testing.
✔ A/B testing.
✔ Bug testing.
✔ Longitudinal testing.
✔ Report, provide feedback and improvement suggestions.

QA, Usability & UX tester

Cisco

✔	Orchestration of end to end deal and order life-cycle on CCW e-commerce platform. 
✔	Architecture of long-term Cisco logistics, coordinating shipments and securing correct inbound processes.
✔	Management a broad range of stakeholders throughout the organization.  SPOC business representation for all cross-functional teams.
✔	Handling of dispute resolutions, merchant support, monitoring of user feedback, user behaviour (qualitatively and quantitatively) and market trends designing Metrics.
✔	ETL reporting for entire organisation: undertook preparation of bulk upload data files and managed data analysis with SQL, SAP, Workday, Scala and Excel, Tableau and Power BI.
✔	Administration of shared Excel Trackers on extracted  Raw Master Data. 
✔	Created, prioritized and maintained product backlogs according to business value and ROI.
✔	Client and Partner on-boarding, account configuration and testing. License and access management. 
✔	Pre-engineer equipment configuration according to SKUs and PIDs. 
✔	Supply Chain incident resolution - Dead on Arrival and Lost, End of sales EoS equipment analysis.
📊 	Sales strategy, Global Operations, 🛠️ Agile Project management, 🌀 Scrum for C-level deals.

Enterprise Account Manager

✔	Business modeling for e-commerce to maintain relationships with Sales, Business Stakeholders, Partners and Customers for C-level purchases.
✔	Cisco equipment pre-engineering support.
✔	Global Cisco Logistics.
✔	Leading B2B Business Project in worldwide perspective, managing meetings in different time-zones (WebEx).
✔	Collaboration with counterparts from Pre-Sales, Sales and Supply Chain in different countries in order to provide excellent experience of purchase and delivery to the Customer (CX).
✔	Pre-sales responsibility: quote configuration according to SKUs and PIDs specifications, applyng margins and discounts.
✔	Primary liaison with stakeholders for Reporting (QBR, Lead Times and Metrics) and Master Data analysis.
✔	Aggregation, extraction and visualization of data with SQL (PostgreSQL/pgAdmin4) and Excel.  
✔	Master Data Administration within various systems, such as accounting software (ERP) and support systems (Workday), Salesforce.com and internal systems, which feed information such as purchase orders, sales invoices and purchase invoices into main systems.
✔	Automization of iShop Project, creation of Playbooks for internal processes and guides for external interactions via Salesforce.com.
🌀	Agile project strategy management on Jira, including definition of scope (Smartsheets), roadmap (productboard) and KPIs.
🛠️	Dynamic Agile Product Management, Product / Software Development, DevOps, Scrum / Waterfall, A/B split testing, UX/UI and Front End Dev solutions, managed Sprints, backlog and forecast.

Strategic Account Manager

Xerox

📌 Supply chain, procurement and logistics:
✔  Service and logistical management for NHS Hospitals (UK) and orchestration of weekly and monthly Account supply shipments, reached above team average 90+ % SLA.
✔ Single Point of contact (SPOC) for end to end management between the Customer and Account Team.
✔ Placed internal Purchase Orders and Bulk Orders, monitored E2E deliveries, advised customers on shipping solutions, routing, and carriers via eSAP and XSM Ticketing System.
✔ Maintained, reviewed and monitored systems to ensure Data Accuracy.
📌 Engineering and tech support:
✔ Troubleshooting of Printing devices via Xerox Networking and remote hardware and software engineering support.
✔ Ownership of incident communication and resolution from the beginning to the end with the outbound updates and Premium 24/7 support.
✔ Remedy Ticketing System management.
✔ Microsoft SharePoint support.
✔ Network monitoring and scripting administration.
📌 Buddy-up champion: 
✔ Delivered trainings to the new hires. Worked as a mentor and assisted analysts in Asset Management duties, starting from the greeting session and set-up for the new position at the work place and conducting shadowing trainings until a new hire is ready to work independently.
🎯 Performance bonus of 100% SLA every 3 month since I started the job.

Asset Manager

Alphanumeric Systems

📌 Procurement Analyst - verified purchase requisitions by comparing items requested to master list; clarifying unclear items; recommending alternatives. Leveraged purchase orders by verifying specifications and price, obtaining recommendations from suppliers for substitute items and getting approvals from requisitioning department. 
📌 Finance Analyst - supported American Express Card holders with their transactions for business travels and travel expenses refunds. Retrieved and analysed financial data with transaction codes (T-codes) on SAP and with SQL on Oracle Database. 
📌 IT Analyst - Took part in IT Resolving Agency – an internal team that  provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware and responds to queries either in person or over the phone, email and chat updating ticketing system appropriately. 
🎯 Contentiously reached 100% CSAT.

Data Analyst and IT  Analyst  for BI SAP FI / CO | Service Desk | Procurement

✔️ I am a driven, goal-oriented professional with 9+ years of experience in SaaS, from which  5+ years I managed people. 

✔️ Currently I am the Customer Success Team Lead to a very tech savvy Swedish startup / scale up, called Albacross, where my responsibilities go above standard Customer Success Department Role and cross with Product Management, Sales Engineering, Marketing and Sales. 

✔️ Designed at Albacross High Touch (C-level Executive Presence / Business Advisory / Revenue Ops) and Low Touch (Automation/ Sales Enablement) CS Approaches, split customers in Business Tiers with their specific treatment, designed and reached a practice of a 10% Portfolio growth of over a million euros accounts total, improved brand awareness of 20 5 star G2 Reviews a quarter, got 2 Testimonials from the Highest Tiers a quarter. 3 people report to me. I report directly to the CEO. 

✔️ I have been excelling in both areas, with corporate organizations like Cisco and Xerox and startups / scale-ups like Albacross across a number of different verticals, with a conscious effort into continued development of my skillsets.

✔️ On every step of the way I strive for excellence in all things and I always rise to the challenge.

⚙️ Tech stack: Salesforce, Hubspot, Pipedrive, Zapier, Web Hooks, HubSpot Marketing Hub, Notion, FigJam, Google Analytics, Google Tag Manager, Google Optimize, Slack, Intercom, ActiveCampaign, Chilipiper, Gong, Stripe, ProfitWell, PandaDoc, MS Teams, Zoom, Jira.

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