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Work experience

Senior Customer Success Manager

from 04.2021 to 12.2025 (4 years 9 months)
Wing Assistant, Remote (Recruiting and HR)

- Customer Success Leadership: Led global teams to boost feature adoption by 20% and decrease support requests by 15%. Achieved an 83% client retention rate, managing high-profile accounts such as Abstract, Glassdoor, and Quilt Software. Spearheaded key projects to enhance app usability and conducted extensive A/B testing for optimal user experience.

- API Integration: Suggeted seamless API integrations across multiple platforms, resulting in a 25% increase in B2B clientele. Utilized advanced technology to streamline workflow integrations, enhancing the onboarding experience for new users.

- Product Development: Suggested and reviwed user-friendly in-app tooltips and modals, improving user feedback scores and reducing inquiries by 20%. Ensured global accessibility by translating and adapting content for diverse audiences.

- Marketing and Sales Strategies: Utilized data-driven insights to optimize customer engagement and drive sales growth. Implemented effective online advertising campaigns, resulting in a 40% increase in web traffic and generation of high-value sales leads.

Technical Account Manager

from 02.2017 to 04.2021 (4 years 3 months)
Expoplatform, Дистанційно (IT)

• Leveraged AI and automation tools to connect 100+ event stakeholders, including exhibitors, sponsors, and speakers with startups and solution providers, driving a 30% increase in engagement and value through tailored product matchmaking and data-driven experience design.

• Managed funding operations and budget allocation for 15+ event-driven initiatives annually, organized 10 networking activations, and introduced collaboration metrics that boosted partner engagement tracking and project execution efficiency by 20%.

• Acted as the technical liaison between clients and internal teams, conducting regular calls to gather detailed requirements, translate event goals into platform capabilities, and proactively address risks related to system configurations, integrations, and user workflows.

• Maintained structured account documentation across CRM systems (HubSpot and Salesforce) and conducted iterative A/B testing on platform features (e.g., matchmaking, agenda tools, and virtual booths), ensuring alignment with client objectives and user experience benchmarks.

• Demonstrated strong organizational and technical project management skills across multiple events, using tools such as Trello, Asana, or Jira to coordinate timelines, manage stakeholders, and provide real-time support through phone, email, and platform dashboards, ensuring smooth execution of both virtual and hybrid event experiences.

Sales Manager

from 12.2015 to 01.2017 (1 year 2 months)
Avatrade Marketplace, Дистанційно (Автобізнес та автосервіс)

- Sales Growth and Client Management: Successfully converted over $5 million worth of inventory by acquiring new clients, nurturing leads, and managing client accounts to drive sales growth.

- Improved User Onboarding: Developed user-friendly checklists and feedback systems, making it easier for users to get started and increasing task completion by 15%.

- Data Analysis and Insights: Used advanced analytics tools to understand user behavior, refining onboarding experiences and keeping users engaged.

- Tailored Onboarding Strategy: Implemented segmentation techniques to customize onboarding experiences, resulting in a 15% increase in conversion rates.

- Quality Enhancement: Fostered a quality-focused culture, applying principles to reduce customer complaints by 15%.

Effective Product Rollouts: Managed smooth introductions of new in-app features, ensuring a seamless transition and minimal disruption.

Creative Content Development: Produced visually appealing and brand-aligned content, enhancing the user experience and maintaining brand consistency.

Customer/ Quality Assurance Specialist

from 04.2013 to 08.2015 (2 years 5 months)
Marathonfotos, Інші країни (Краса, фітнес, спорт)

- Became proficient with a variety of digital platforms including Google Suite, Slack, Hubspot, Zoom, Calendly, Jotform, and Zapier, bolstering inter-team collaboration and ensuring efficient client communication.

- Employed strategic content design principles to create brand-aligned, user-centric content, further optimizing in-app onboarding journeys for international audiences.

- Successfully leveraged Google Ads, Meta Ads, and LinkedIn, boosting web traffic by 40% and generating a substantial inflow of Product Qualified Leads (PQLs).

- Utilized advanced data analysis techniques to surpass quality standards, tapping into keen analytical insights to refine and enhance customer support processes.

- Instituted proactive user engagement protocols, addressing user feedback in real-time, and iterating our strategies based on their invaluable insights.

-Utilizing API, I was able to guide the design and development team to custoize features and integrate third-party systems, increasing client engagement and system efficiency.

-Demonstrated a commanding grasp of ticketing platforms and CRM systems, remaining vigilantly attuned to emerging features, product launches, and industry trends to fully exploit their potential.

Education

Enugu state University of Science and Technology

Business Administration, Kyiv
Higher, from 2013 to 2019 (6 years)

Additional education and certificates

Salesforce administration

05-2020

Knowledge and skills

• Feedback Integration
• Product Adoption Optimization
• Product Roadmap Alignment
• A/B testing
• Technical Proficiency
• In-app Onboarding
• Stripe
• Process Improvement
• API Integration
• Salesforce CRM Analytics
• Salesforce CRM
• Zendesk
• Marketing
• B2C support
• Microsoft project
• Microsoft word
• Help Scout
• HubSpot
• Jira
• Churnzero
• Freshdesk
• Microsoft office
• Slack
• Partnership Management
• Strategic Pipeline Management
• B2B prospecting
• Implementation of the KPI system
• Sales Navigator
• SalesLoft
• LeadIQ
• Sales forecasting
• Sales planning
• Management of CRM

Language proficiencies

English — fluent