Анастасія

ANASTASIIA
ZHURAKOVSKA
CLIENT SERVICE AND
MARKETING COMMUNICATIONS
EXPERT
THE MAIN THING ABOUT ME SUMMARY IN NUMBERS
A team player and a builder of high- 19 years of experience in customer-facing roles;
performing teams. A reliable partner for 16 years in corporate environment;
colleagues, direct reports, clients and 10+ years of project management experience;
suppliers. Known for a strong ability to 10+ years of leadind client service teams;
analyze and understand not just what is 5 years of management experience;
needed, but why — getting to the root of 3 years in an SaaS/ iPaaS startup, fast-paced environment.
the issue or request. Passionate about
process improvement and operational
efficiency.
SKILLS SUMMARY
CONTACT INFORMATION
Advanced confident interpersonal communication skills: the ability to
Viber, Telegram, WhatsApp:
communicate and collaborate effectively with a variety of internal and
[відкрити контакти](див. вище в блоці «контактна інформація»)
external stakeholders;
[відкрити контакти](див. вище в блоці «контактна інформація»)
Customer satisfaction and retention skills with a focus on establishing and
Kyiv, Ukraine
maintaining long-term partnerships;
Experience working with senior and executive-level clients;
EDUCATION Solid skills in building processes from scratch, being able to ensure the
2024: ESOL course at Weymouth adoption of processes, programs, and changes;
College, UK Strong leadership and team management skills;
An ownership mentality, always looking for opporctunities to increase a result;
2002-2007: International Solomon
An analytical mindset and strong problem-solving skills;
University, Magister at Economics
Negotiation, facilitation, and risk management skills;
(Marketing) . Ukraine
Solid interview and project management skills;
Skilled at working remotely with an international team and worldwide
English – B2, Ukrainian and Russian –
customers;
native.
Skills in prioritizing, making decisions, and performing effectively in high-
pressure situations;
EXPERIENCE WITH
High energy, self-motivated, self-organized;
Subscription B2B products. Strong operational skills.
HubSpot, YouScan, Intercom. Sales skills.

Experience working in a fully English-
speaking team (USA, Europe, UK, Asia)
and global customers.

APRIL 2024 - CURRENT TIME: CSM, YOUSCAN B2B IT SOCIAL MEDIA LISTENING PLATFORM

Customer success manager position summary
As a Customer Success Manager, I was responsible for oversiing a customer portfolio across Eastern Europe and Central Asia.
My role focused on driving product adoption, contributing to net revenue retention (NRR) and monthly recurring revenue (MRR)
targets, and ensuring consistent customer satisfaction. At YouScan, a social media analytics platform, I applied my enterprise,
marketing and communication background to uncover customer needs, guide evolving priorities, and build trust through a
consultative, relationship-driven approach. I also closely collaborated with internal teams to align customer needs with product
capabilities and took part in the continuous optimization of success-related processes.
Key competencies and responsibilities shown in this position
Managing full customer lifecycles, including onboarding, product adoption, account expansion, and contract renewal;
Building and maintaining strong, trusted relationships with key customer stakeholders;
Defining and tracking customer success metrics to ensure alignment with clients' business goals;
Analyzing product usage data across multiple accounts to proactively identify risks and growth opportunities;
Collaborating cross-functionally to enhance customer experience, improve products, and streamline internal processes;
Take ownership of overall client satisfaction and business growth in close coordination with Support and Product team.
 Annual sow under control
40+ Eastern Europe and Central Asia customers.

Objectives and main activities
Conducting kickoff meetings to identify customer needs and expectations;
Leading onboarding processes: system configuration based on brief, client training and enablement;
Managing strategic-level communication with clients;
Facilitating onboarding reviews and regular business reviews;
Identifying use cases that demonstrate the value of the platform for the client;
Proactively seeking business opportunities for upsells and upgrades, including monitoring client news and preventing
platform misuse;
Tracking engagement metrics and ensuring high customer involvement;
Supporting budgeting and pricing negotiations;
Handling contract documentation and invoice generation via the admin panel;
Maintaining and updating CRM system;
Driving the collection of positive customer reviews on G2 and Capterra platforms;
Monitoring Support team responsiveness to client requests;
Collaborating with the Product team on new feature development and feedback.
2024: AI OPERATIONS LEAD, MCCANN KYIV, CREATIVE ADVERTISING AGENCY
AI operations lead position summary
As an AI Operations Lead, I was responsible for integrating AI into all phases of creative product development and operationally
supporting related transformation processes to improve productivity for a team of over 100 people.

Key competencies and responsibilities shown in this position
Best practice research;
Strategy development and implementation;
Facilitation of the work within client service, design, creative and IT teams;
Execution control.

2022-2023: CUSTOMER SUCCESS MANAGER, ALUMIO B2B IT IPAAS STARTUP (NETHERLANDS)

Customer success manager position summary

As a Customer Success Manager at Alumio, I was responsible for client portfolio retention, as well as the strategic vision and
development of the Customer Success Department and the improvement of business processes related to interaction with
internal departments and partners as the company scales.
Key competencies and responsibilities shown in this position

Conducting process audits and developing Business Process Specifications for the Customer Success Department, aligning
with the company's existing business goals and model;
Ensuring clients’ contracts are in place, and all services are delivered on time. Keeping focus on the long-term fruitful
business relationship;
Delivering incremental business growth by proactively seeking new opportunities;
Ensuring effective collaboration with sales, product, and support teams;
Analyzing Partners’ capabilities and fostering effective interactions to achieve client goals, with a strong emphasis on
relationship development;
Developing an algorithm for customer onboarding and overseeing its operational implementation;
Engaging in both direct customer interaction and a leadership role in the development, structuring and mentoring of the
team.
Annual sow under control
300+ globe customers.

Objectives and main activities
1. Providing maximum assistance in using the iPaaS platform after license purchase;
2. For existing clients: identifying a new needs and runing the process of meeting these needs by involving internal
departments and partners.

Supporting clients at the post-sales stage on all iPaaS issues;
Providing clients with a roadmap and managing the delivery of cloud platform and connector packages;
Managing the onboarding process, including a 'Getting Started' session for user familiarization with the platform and
technical-oriented sessions aimed at creating, extending, and maintaining integrations;
Tracking the process of systems integration with the platform;
Monitoring the number of completed tasks and upselling if applicable;
Coordinating projects for the 'whales’;
Controlling payments.
Special achievement
Building a customer success department from scratch;
Decrease in accounts receivable;
Identification of transactions with VAT losses and subsequent adjustment of the pricing model;
Transforming the onboarding process from loss-maling to profitable;
Implementation of the customer success program (StartDeliver).
2007-2022: ACCOUNT EXECUTIVE \CLIENT SERVICE DIRECTOR, MCCANN KYIV, CREATIVE
ADVERTISING AGENCY

Client service director (a Head of a Client Service department) position summary

As the Client Service Director I was responsible for the retention, strategic direction and financial growth of the business’s
client accounts. This includes managing clients, cost base, revenue, profitability, mentoring account team, driving results
through effective coaching and leadership.

Along with that I was responsible for developing the logic and the core principles of the reorganization to scale the company.

Key competencies and responsibilities shown in this position

Deep understanding of marketing and advertising principles;
Project design development and management of complex communication campaigns;
Ensuring client contracts are in place, all fee negotiations are managed and KPIs are agreed. Keeping focus on the long-term
fruitful business relationship;
A thorough understanding of client’s business/industry and needs;
Ensuring the agency’s high quality of work is upheld and consistent high standards of creative product and service level are
delivered to clients;
Providing the leading role in a team development and structure, professional leadership, mentoring, work-load distribution,
motivation and development, aligning the team with organizational goals, tracking performance to drive continuous
improvement;
Pushing creative to develop ideas beyond the client brief;
Delivering incremental business growth through networking and proactively seeking for new opportunities;
Leading the pitches;
C-level communication;
Acting as an ambassador in all dealing both internally and externally.
Annual sow under control

More than 40 complex communication campaigns per year; 16,5 mln UAH.

Client Portfolio
Vodafone Ukrane, Lifecell - telecom;
MHP (NASHA RYABA) - #1 poultry meat;
LOREAL UKRAINE (L’OREAL PARIS, MAYBELLINE) - cosmetics;
Carlsberg Ukraine (Lvivske), Nestle (Torchyn), Lantmannen (AXA, START!), KGS Developer, VIVAT (Kite, Axent), UNICEF,
Mastercard, New Business initiatives.

Main activities

Development a communication strategies;
Development a brand positioning \localization of global brand positioning according to local market needs and specifics,
brand transformation support through development of insight-based creative materials;
Annual comprehensive support of the full-mix awareness rising communication campaigns;
Establish gaining brand’s KPIs due to Brand Health Tracking.
Supervision of all the activities from strategy and 360 creative ideas development to final execution and airing;
Development of the brand concepts, platforms, visual style, identity, Brand Book and packaging;
Full supervision of any kind of production processes: photo and video shooting, creative adaptations, 3D, illustrations,
digital materials, packaging design etc.;
Creative support within big collaboration projects including partnerships with celebrities and other global brands;
SMM strategy development, monthly content plans development and implementation;
Participation in a workshops and researches dedicated to brand positioning localization.

Special achievement
Constantly high profitability performance – exceed the KPIs up to 18%;
Quarterly agency performance bonus for the exceeding client’s expectations – 3 times in a row;
2021: jury member of the Effie Awards Ukraine. The Effie Awards are known by advertisers and agencies globally as the
preeminent award in the industry, and recognize any and all forms of marketing communication that contribute to a
brand’s success;
2019-2020: Shortlist EURO Effie Awards; Bronze, Silver, Gold Effie Award Ukraine for joice launch campaign;
2010-2013: 1 Silver and 3 Bronze Effie Awards Ukraine for KGS, Nasha Ryaba and Beliy Ugol promo campaigns;
2012: Silver White Square Award for L’Oreal Men Expert promo campaign.