Artur

ARTUR IEGANIAN
Senior Customer Success & Account Management | Enterprise B2B SaaS
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📍 Currently based in Kyiv, Ukraine | Open to remote opportunities & relocation worldwide
[open contact info](look above in the "contact info" section)

PROFESSIONAL SUMMARY
Senior Customer Success and Account Management professional with 12+ years of international, customer-
facing experience, including 5+ years managing enterprise B2B SaaS accounts. Experienced in strategic
account management, customer operations, product adoption, service delivery, incident management,
stakeholder management, and cross-functional collaboration with Product and Engineering teams. Strong at
translating complex business needs into actionable requirements, managing escalations, and building
trusted long-term customer relationships. Fluent English (C1) with extensive experience working with
international customers and multicultural teams.

PROFESSIONAL EXPERIENCE
02/2021 – Present WorldTicket (GO7)
Kyiv, Ukraine Senior Customer Operations & Relationship Manager
•Manage strategic relationships for 28 international enterprise accounts, acting
as a trusted advisor and primary point of contact for complex operational,
technical, and business matters.
• Own the full lifecycle of customer requests, translating complex business needs
into actionable technical requirements for Engineering and Product teams.
• Lead customer communication during critical service disruptions, coordinating
cross-functional major incident investigations, updates, and service recovery.
• Advise enterprise partners on operational best practices and product usage,
supporting product adoption, system stability, and long-term customer
relationships.
• Continuously improve operational workflows and service delivery while
maintaining data integrity across core systems and weekly schedule
synchronizations.
• Support product releases by validating new functionality and preparing proactive
customer communications to minimize operational impact.
Key Achievements:
• 100% SLA Compliance: Maintained outstanding customer satisfaction across
5,820+ enterprise cases over five years.
• Enterprise Operations: Coordinated complex technical operations and system
synchronizations for 28 international accounts.
• Escalation Leadership: Served as a trusted escalation point during critical
operational periods and major service disruptions

10/2017 – 02/2021 Ukraine International Airlines (UIA)
Kyiv, Ukraine Cabin Crew & Customer Operations
• Customer Care & Service Recovery: Delivered customer support and service
recovery during high-pressure irregular operations, flight delays, cancellations, and
other travel disruptions.
 • Customer Operations: Handled complex passenger requests, rebooking
requests, and itinerary changes in coordination with internal operational teams.
• Escalation Management: Resolved time-sensitive customer escalations while
maintaining compliance with aviation procedures and service standards.

09/2016 – 10/2017 AIYAN Technology Co., Ltd.
Beijing, China Customer Operations Manager
Built and maintained long-term customer relationships within a fast-paced
•

international business environment.
Developed operational procedures and customer service standards, significantly
•

improving operational performance and the end-user experience.
Participated in strategic customer meetings, operational planning, and budget
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discussions, coordinating priorities across multiple departments.

08/2014 – 09/2016 Global Bilgi – Turkish Airlines Project
Dnipro, Ukraine Customer Service Specialist / Customer Operations Supervisor
Led and coached a team of Customer Service Specialists supporting Turkish
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Airlines passengers worldwide, monitoring KPIs and achieving operational
targets.
Managed customer escalations and ensured high-quality service recovery
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during irregular operations and flight disruptions.
Assisted VIP (Gold and Platinum) passengers and Miles&Smiles loyalty
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members with complex reservations, rebookings, and refunds.

EDUCATION

2012 – 2015 Master's Degree
Dnipro State Financial Academy

2005 – 2010 Master's Degree
Dnipro University of Economics and Law

CORE COMPETENCIES & EXPERTISE
Customer Success & Consulting Operations & Delivery
Strategic Account Management, Customer Incident Management, Escalation Management,
Success, Product Adoption, Value Realization, Process Improvement, Cross-functional
Stakeholder Management, Service Delivery Collaboration, SLA Management, Release
Coordination
Technical
Jira, Zendesk, Confluence, SQL (Data Querying),
Graylog, Grafana, Keycloak, Rundeck

LANGUAGES

Ukrainian Russian
Native Native

English
Fluent (C1)

CERTIFICATIONS

SQL Fundamentals English Language Certificate
Runova School