Vasyl

Vasyl Nahorniuk
VIP Account Manager / Retention Manager
[open contact info](look above in the "contact info" section) [open contact info](look above in the "contact info" section) Lutsk, Ukraine https://t.me/vvvasylll

Summary
Results-driven VIP Account & Retention Manager with 3+ years of overall commercial experience in B2B sales, high-touch
key account management, and iGaming VIP retention. Combines strong negotiation and objection-handling skills with
deep expertise in player lifetime value (LTV), NGR/GGR growth, and personalized retention strategies.

Experience
High-Growth Tech Project (Confidential / NDA) Remote, Ukraine
VIP Account Manager 01/2025 – 02/2026
VIP Client Retention & Sales-Driven Upselling: Managed key VIP accounts and high-tier players in a fast-paced
digital iGaming environment. Maintained high retention rates and maximized LTV through personalized deposit offers,
individual bonus strategies, and targeted promotions.
High-Touch VIP Support & Issue Resolution: Provided exclusive 24/7 account management for key players via live chat,
messengers, and ServiceDesk tickets, ensuring sub-1-minute response times and immediate query resolution.
Objection Handling & Risk Management: Resolved critical high-stakes disputes, chargeback/financial issues, and
emotional player feedback using Advanced B2B negotiation techniques, converting negative experiences into long-term
player trust.
CRM & Metrics Optimization: Monitored key player metrics (Retention Rate, Churn Rate, CSAT, NGR, GGR, LTV) to optimize
personal account engagement and cross-sell relevant promotions.
Soufflet Agro Ukraine Remote / Hybrid (Ukraine)
B2B Sales manager 06/2024 – 09/2026
Prospecting & Lead Generation: Independently built and managed the sales pipeline in CRM, searching and qualifying
B2B leads.
Objection Handling & Closing: Overcame complex client objections in B2B negotiations, consistently exceeding sales
targets by 15–20%.
Presentations & Negotiations: Delivered tailored product presentations, conducted contract negotiations, and
successfully closed high-value deals.
Key Account Management & Post-Sale Support: Maintained high-touch support with existing partners to ensure repeat
business, account growth, and cross-selling.

Skills
VIP Management & Retention
VIP Account Management, Player Retention & Reactivation, Deposit Upselling, LTV & NGR/GGR Optimization, Bonus Strategy & Mechanics,
Conflict Resolution

Sales & Business Development
B2B & B2C Sales, Pipeline Management, Lead Qualification, Objection Handling, Deal Closing, Negotiation

Tools & Communication
CRM Systems, Live Chat Software, ServiceDesk, Ticketing Systems, Messenger Communication, Escalation Management

Education
Lesya Ukrainka Volyn National University Master's Degree
Law Lutsk, Ukraine • 09/2019 – 12/2024

Languages
Ukrainian
Native
English
Intermediate