As 𝐇𝐞𝐚𝐝 𝐨𝐟 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐮𝐜𝐜𝐞𝐬𝐬, focus is on improving Customer Experiences (𝐂𝐗) and business results in B2B tech, especially in Cloud and SaaS for Logistics, tackling Retention challenges and 𝐀𝐮𝐭𝐨𝐦𝐚𝐭𝐢𝐧𝐠 𝐅𝐨𝐫𝐞𝐜𝐚𝐬𝐭𝐢𝐧𝐠. Tracking 𝐚𝐯𝐞𝐫𝐚𝐠𝐞 𝐜𝐨𝐧𝐭𝐫𝐚𝐜𝐭 𝐥𝐞𝐧𝐠𝐭𝐡 (𝐀𝐂𝐋) 𝟑 𝐦𝐨𝐧𝐭𝐡𝐬 better predicted revenues and planned 𝐜𝐡𝐮𝐫𝐧 𝐫𝐢𝐬𝐤. Manage client relationships via data-driven 𝐮𝐩𝐬𝐞𝐥𝐥 and cross-selling. Responsibilities include building and leading a customer success department, engineering processes, and supporting quality control. 𝗠𝘆 𝗺𝗶𝘀𝘀𝗶𝗼𝗻: to create business growth by improving Customer Success and engineering sales processes with RevOps, Product Vision and data-driven automation 𝗠𝘆 𝘃𝗶𝘀𝗶𝗼𝗻: My goal is to set new quality standards in Tech, using a product success mindset 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬: - Net Promoter Score (NPS): 𝐎𝐯𝐞𝐫 𝐭𝐰𝐨 𝐲𝐞𝐚𝐫𝐬, 𝐢𝐧𝐜𝐫𝐞𝐚𝐬𝐞𝐝 𝐛𝐲 𝟑𝟓%, improving customer loyalty - Churn Reduction: 𝐑𝐞𝐝𝐮𝐜𝐞𝐝 𝐜𝐡𝐮𝐫𝐧 𝐢𝐧 𝐀-𝐬𝐞𝐠𝐦𝐞𝐧𝐭 𝐟𝐫𝐨𝐦 𝟕% 𝐭𝐨 𝟏.𝟓% over the period - Customer Lifetime Value (LTV): 𝐆𝐫𝐞𝐰 𝐛𝐲 𝟒𝟎% through targeted engagement and retention strategies. - Revenue Growth: Led the Сustomer Success function, 𝐚𝐜𝐡𝐢𝐞𝐯𝐞𝐝 𝐚 𝟐𝟎𝟎% 𝐘𝟐𝐘 𝐊𝐏𝐈. 🛠 Key Skills and Abilities: - Soft Skills: - Communication: Led to a 35% NPS increase through clear team guidance - Leadership: Drove a team that achieved a 200% increase in revenue year-over-year - Creative Thinking: Developed strategies that increased customer LTV by 40% - Adaptation: Reduced customer churn by 1.5% by quickly adapting to market changes - Critical Thinking: Grew the customer base from 100 to 200 B2B clients. - Hard Skills: - Data Analysis: Boosted marketing ROI by 20% through insightful data analysis - Strategic Planning: Expanded key customer segment from 27% to 48% - Stakeholder Management: Managed relationships that aligned project efforts - Multichannel Engagement: Increased ARPPU for A-segment by 18% Q2Q. - Frameworks and Methods: - Agile and Waterfall: Used to keep projects on track and meet KPIs - Sales-Led Growth and Product-Led Growth: Boosted market reach and revenue. 🛠 Tools and Services: - Analytics: Google Analytics, Customer.io, Amplitude - CRM: MS Dynamics 365, #Bitrix24 - Communication and Reporting: Asana, Jira/Confluence, Clay, Apollo - ITSM system: #ServiceNOW - Development: Python, SQL - Automatization: make.com 🎯 Committed to driving success with a client-focused approach.