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Опыт работы

Customer Success/EdTech Project Coordinator

с 10.2023 по 01.2025 (1 год 3 месяца)
CodeEasy AB (SaaS), Київ (IT)

online story-based programming platform for classroom, SaaS
Key responsibilities:
- working in a start-up environment;
- developed and implemented customer acquisition strategies targeting K–12 Computer Science educators across the USA and UK/Western Europe educational markets;
- produced blog content and marketing promotional materials using AI tools (e.g., ChatGPT) and design software (e.g., Canva, MidJourney) to support lead generation campaigns for further distribution within prospects’ acquisition channels;
- built and maintained long-term relationships with educators to foster user retention and product advocacy,
- developed clients' onboarding instructions and guides;
- executed LinkedIn Sales Navigator outreach campaigns to generate qualified leads;
- led negotiation processes and oversaw the onboarding of teachers and students during trial periods;
- conducted sales negotiations and prepared commercial documentation, including quotes and Invoices;
- managed and updated customer journey records in Pipedrive CRM, ensuring accurate sales pipeline tracking, set up CRM automatization;
- delivered prompt technical and administrative support to educators using the course platform;
- collected user feedback and feature requests, facilitating product improvements by communicating with the development team;

Head of Customer Support

с 01.2022 по 06.2023 (1 год 5 месяцев)
HiTech Rush Inc, Київ (IT)

Key responsibilities:
- supervised daily operations and shift schedules for the customer support team, ensuring optimal workload distribution and KPI attainment.
- monitored customer satisfaction through Intercom analytics, implementing initiatives to improve ratings and resolve service gaps if any
- handled complex, refund- or escalated client cases with a focus on resolution efficiency and customer experience;
- monitored product reputation on the external reviews platforms;
- maintained and expanded internal knowledge bases, FAQs, and Help Center content to ensure team-wide consistency and fast customer request/issue resolution keeping key support metrics (SLA, CSAT rate, NPS, FCR) on a high level;
- led weekly team meetings to review performance, address unresolved cases, and discuss technical challenges and feedback loops;
- reported escalated platform issues/platform bugs and system anomalies to the QA team for review, tracking their resolution progress;
- collaborated with the Development Team, Marketing Team to stay updated on platform changes and communicated relevant updates to the support team;
- coordinated with the Marketing Team to ensure aligned messaging and timely support for campaigns;
- participated in the hiring process of new support agents with further onboarding and training activities.

EdTech Project Manager/Customer Success Manager

с 01.2022 по 05.2023 (1 год 4 месяца)
HiTech Rush Inc, Київ (IT)

Key responsibilities:
- executed lead generation via LinkedIn, Facebook, and the CSTA platform to identify and engage prospective academic partners;
- created onboarding resources tailored for Computer Science teachers in the US and EU, aligning the course with educational standards and curricula;
- led negotiation processes and oversaw the onboarding of teachers and students during trial periods;
- prepared and managed financial and legal documentation including POs, Invoices, and Contracts
- collected user feedback and relayed insights to the development team to enhance compliance with school policies and educational requirements;
- initiated partnerships and crafted marketing strategies to distribute the
platform via educational aggregator platforms.

Customer support manager

с 08.2018 по 12.2021 (3 года 4 месяца)
HiTech Rush Inc, Київ (IT)

Key responsibilities:
- provided real-time support for platform users regarding courses descriptions, subscriptions, technical issues, account access, and billing inquiries meeting SLA and other key support metrics
- troubleshot and resolved user-reported issues with course materials and platform functionality;
- supported educational outreach campaigns by engaging with global schools and colleges for platform adoption;
- reported escalated platform issues/platform bugs and system anomalies to the QA team for review and resolution
- handling customer refund requests and ensuring timely, policy-compliant resolutions to maintain customer satisfaction and trust;
- monitoring and moderating user-generated content across platform comment sections and forums to ensure adherence to community guidelines and a positive user experience;
- monitoring and responding to user reviews on the Android App Store to address feedback, resolve issues, and enhance overall user satisfaction and app reputation.

Client account manager

с 12.2017 по 06.2018 (6 месяцев)
Crysberry Studio, Київ (IT)

Key responsibilities:
- acted as the primary post-sale contact, maintaining regular communication with clients via email, Skype, and Slack throughout the project lifecycle;
- coordinated with project managers to align on deliverables, timelines, and resource planning;
- oversaw financial operations related to signed contracts, including time reporting and Invoice management.
- utilized CRM systems (Zoho, HubSpot) and Confluence for project tracking and documentation.
- managed project resourcing and addressed any staffing adjustments as needed.
- collected client feedback post-project delivery for continuous improvement and Clutch reviews.
- identified upselling opportunities and supported account expansion strategies.

Account manager

с 05.2017 по 12.2017 (7 месяцев)
Semalt, Київ (IT)

Key responsibilities:
- managed lead nurturing campaigns using CRM-based ticketing systems and email marketing.
- conducted pre-sale consultations and negotiations with potential clients via email and Skype.
- provided post-sale account management and support to ensure client satisfaction, retention and long-term engagement.

Customer order reception

с 11.2015 по 04.2017 (1 год 5 месяцев)
Brenntag, Київ (Оптова торгівля, дистрибуція, імпорт, експорт)

Key responsibilities
- customer order reception and pre- and after- shipment support, issuing invoices in SAP system;
- monitoring warehouse stock;
- issuing shipment documentation;
- negotiations with suppliers regarding potential purchase orders; - cooperation with logistics department and brokers regarding
customs clearance of imported products;
- partial dealing with CRM-system;
- technical translations of TDS, MSDS of the products; - promotional materials ordering for key clients;
- ordering air-flight tickets for personnel;

Sales assistant

с 04.2011 по 08.2015 (4 года 4 месяца)
Bang&Bonsomer, Київ (Оптова торгівля, дистрибуція, імпорт, експорт)

Key responsibilities
- negotiations with foreign suppliers regarding purchase orders and shipments;
- issuing import/export documentation (Invoices, Addendums, Specifications, Agreements, etc.)
- client orders support (Invoices, shipment documentation, consultations); - operations in 1C, IBS systems (Sales and Purchase Management);
- chemical samples sending to potential clients;
- support in concluding Contracts with Ukrainian clients and foreign suppliers;
- cooperation with logistics department (transport orders applications, applications for sanitary authorities, the Chamber of Commerce, etc.)

Образование

Kyiv National Linguistic University

English Philology
Высшее, с 2005 по 2010 (5 лет)

Знания и навыки

• Teamwork
• Sale of educational services
• Google Docs
• Confluence
• Notion
• Jira
• HubSpot
• Zoho CRM
• Canva
• Intercom
• Технічна підтримка користувачів
• Цілеспрямованість
• Комунікабельність
• Ведення CRM
• Робота із запереченнями
• Здатність до навчання
• 1С:Підприємство
• AmoCRM
• Pipedrive
• LinkedIn Sales Navigator
• Jivo
• Midjourney
• User ChatGPT
• Technical support for users
• Zapier
• Customer orientation
• Work with customers

Знание языков

Английский — свободно

Дополнительная информация

Не працюю на рос. ринок