I drive the evolution and field execution excellence across EMEA, supporting the deployment of standardized practices and customer value realization activities. This includes digital and efficiency initiatives, helping to embed a consistent and outcome-focused approach across the business.

Regional Customer Engagement Success Lead | EMEA 

In this role I work on processes improvement for our regional team. My particular focus is to drive Scalable Outcomes in a solution-agnostic manner.

Outcomes & Scalability Lead, CS Operations

In my role, I am dedicated to empowering our customers to fully leverage our solutions, guiding them towards achieving their strategic business goals. This commitment to their success not only fosters strong relationships but also consistently results in secured and frequently expanding revenue streams.

Senior Customer Success Partner

This role is undoubtedly the most rewarding of my career, where I am entrusted with the vital task of empowering the next generation of customer success professionals. My responsibilities span from the conceptualization of courses to their delivery to our academy associates. The role also encompasses mentoring and coaching, creating a rich learning environment. Although my position is primarily teaching-oriented, it offers me invaluable opportunities for daily learning and personal growth.

Faculty at SAP Academy for Customer Success

In my role, I engaged deeply with our Regional Customer Success leadership, leading and executing several strategic initiatives in collaboration with them. These initiatives focused on refining our operational practices, fostering transformation, and enhancing change management and communication strategies.

The outcome of my involvement was the successful culmination of a role consolidation project and the optimization of Customer Success processes across the entire regional organization. This not only streamlined our operations but also had a direct and positive impact on our business results.

Transformation & Change Lead (EMEA North Business Office)

In this position, my key responsibility was to effectively promote and position our premium services and support model within the EMEA North region. This strategic endeavour was directly aligned with our core business objectives, and had contributed significantly to revenue generation and overall business growth.

SAP Preferred Success Marketing & Business Development Lead, EMEA North

Hult EF Corporate Education

In this dynamic role, my primary focus was on successfully acquiring new customers, contributing significantly to the expansion of our client base. I employed a strategic approach to identify and engage with potential key accounts, understanding their unique needs and tailoring solutions to meet those requirements. My commitment to building and nurturing client relationships led to notable growth in our customer portfolio, bolstering the company's market presence and revenue.

Key Account Manager

"Opening the world through education" and fostering relationship with Fortune 500 clients. 

+ Key Achievement: Enabled 2M of renewals in my first year through an outstanding service and customer satisfaction
+ Pre-sales consultancy delivery as a subject matter expert
+ Implementation, management and performance monitoring of English training projects
+ Development of customized marketing & communications materials (both customer and end-user facing).
+ Mentoring of new CSMs and conceptualisation of support model

Client Success Manager

Teleperformance

Primarily dedicated to one of Teleperformace's strategic clients (Fortune 500 e-commerce giant), while deeply involved in each phase of the business lifecycle: from commercial proposal and pre-sales consultancy to post-implementation and daily KPIs monitoring. 

+ Key Achievement: Transformed buyer/vendor relationship into a well-balanced partnership
+ Research and needs analysis to support project design and identify new business opportunities 
+ Delivery of creative solution proposals and RFP responses
+ Design of proactive client communication & customized marketing materials

Client Service Delivery Manager (EMEA Strategic Account Management)

Working closely with VP Strategic Account Management, made a strong contribution into renovation and harmonization of EMEA Account Management. 

+ Key Achievement: Introduced tool and processes that increased efficiency among Account Management team
+ Implementation and running of advanced monitoring system
+ Financial data analysis
+ Preparation and running of client events

Coordinator Account Management

+ Key Achievement: Development & implementation of internal “Mobilization” plan in the frame of Business Transformation process
+ Implementation of internal communication tools to drive collaboration
+ Internal marketing campaigns

Junior Marketing Manager

Freelance

Travel Guide

Ekaterinburg Art Fund

Business Development Consultant

Executive Assistant

I empower Customer Success professionals | Content Creator | Outcomes Coach | Facilitator | Speaker | Connect with me to learn about outcomes-based adoption and outcomes-based stickiness.

With over a decade in Customer Success and a lifelong passion for Enablement and Change, I am driven to help teams and individuals achieve exceptional business results, while fostering robust customer-centricity and an outcomes-focused approach.

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