ORIFLAME January 2016 — May 2018
Key Area Manager
● Leading “Express Growth” groups, with 75% (and above) of participants qualifying for a new title QoQ;
● Managing Sales in 2 regions (Mogilev and Gomel districts), undertaking motivational activities in order to maintain a high level of engagement;
● Implementing long-term structure growth plans in the region;
● Implementation of training programs according to the needs of sales structures in the region;
● Creating educational materials both according to the quarterly marketing theme and on-demand;
● Monitoring Sales Force activity, driving it with quarterly communication campaigns;
● Providing individual consultation and informational support on the company’s programs for Leaders;
● Planning and organizing events for the Sales Force (the largest being for 2.5k partners);
● Copywriting, creating content for the corporate magazine;
● Participation in planning, execution, and implementation of national conferences.
PandaDoc June 2018 — February 2020
Customer Success and Onboarding Manager; High Velocity CSM Team Lead
● The highest CSAT among the team (98%) and more than 50 clients onboarded throughout
the year (2018-2019), average case age- 25 days;
● Setting up integrations with CRM and other tools (a proficient user of Salesforce, HubSpot, Salesforce, Zapier, Zendesk Sell, Sugar CRM, Pipedrive, Insightly, Copper, Microsoft Dynamics, Zoho, Nutshell CRM, etc.);
● Managing renewals, uncovering upsells and mitigating churn risks. Responsible for 2 OKRs (Expansion/Retention). Achieving 100%+ growth on both in Q1/2 2019;
● Project-manage and drive complex deployment projects with patience and a sense of ownership/urgency;
● Hitting departmental quota (Nov.-Dec. 2019, Jan.-Feb. 2020) for opportunities sourced/opportunities closed-won;
● Managing a team of 4 High-Velocity Customer Success Managers (hiring, onboarding, training, scaling);
● Training & educating customers on technical concepts in a way that is comfortable and easily absorbed by non-technical users;
● Managing a 150+ customer book of business;
● Active customer engagement with regular strategy calls, contract and pricing negotiations;
● Identifying new usage opportunities (managing pipeline, discovering upsell opportunities);
● Collaborating with Product, Support, and Sales to ensure product adoption and successful renewal;
● Acting as a client consultant to evaluate clients’ document processes and procedures to suggest improved workflows and tool add-ons or integrations;
● Monitoring customer health and building associated risk mitigation plans;
● Resolving customer inquiries by aligning customers with the right resources;
● Creating Playbooks, guides, and FAQ articles on various updates;
● Planning and launching email marketing campaigns;
● Helping to improve and scale the PandaDoc onboarding process;
● Documenting processes and procedures of key department’s tasks;
● Re-integrating engagement software (ChurnZero) to our internal flow, creating automated alerts and campaigns to increase ARR, Expansion and reduce Contraction, Churn in the high-velocity BoB;
● Pipeline generation through automated plays and cadences;
● Improving cross-departmental communication, educating other departments on the main OKRs and activities of customer success;
● Working in alignment with Product and Analytics to improve customers’ experience, creating combined campaigns to drive product/feature adoption;
● Responsible for Net MRR Retention of 4000+ high-velocity accounts.
Wanna.fashion February 2020 — July 2021
Key Account and Partners Manager
● Clearing debtor indebtedness;
● Leading stalled projects to the release stage (JD Sports);
● Responsible for the overall project delivery (overseeing content production, contract negotiations, working in close collaboration with the engineering team and product managers to fit the project’s timeline and collect insights);
● Keeping track of clients’ release plans and supervising 3D modeling team production progress, planning pipeline, and team workload;
● Launching key projects – Farfetch, Browns, Gucci (Watches), Massimo Dutti (Shoes).
● Scaling the account management team, onboarding new members;
● Conducting customer development sessions to prioritize solution of any outstanding issues/ feature development;
● Working with the top tier fashion brands and retailers: Snap, Farfetch, Gucci, Reebok, Lamoda, the Iconic, Sizeer, GOAT, Zalora, Browns;
● CRM introduction (Pipedrive), setup and further management;
● Strategic and tactical planning of interaction with the customer;
● Market analysis, analysis of the behavior of competitors in the industry;
● Analysis of customers’ business and market behavior strategy;
● Monitoring and analyzing the level of product usage, building activity reports (Amplitude);
● Carrying out technical, commercial, legal negotiations with the customer in close collaboration with the Heads of Engineering and Legal;
● Managing asset delivery for 3D model production purposes (shipping, customs clearance, etc.);
● Proactive work with Accounts Receivable, billing, and provisioning in close collaboration with the Head Accountant;
● Leading business development in the area of potential 3D modeling partnerships, building a network of trusted partners, negotiating conditions of joint collaboration;
● Maintaining effective relationships with the existing vendors, educating them on our internal 3D modeling requirements and limitations;
● Onboarding vendors into the internal content management tool and assisting the product team with roadmap planning.
Hypervsn July 2021 — June 2022
Inbound Business Development Manager (Channel Sales)
●Managing a Starter Partner Program at Hypervsn (a part of a Channel Sales team):
-brought cumulative sales of 32k in 5 months from SMB accounts (Starter Partner Program was a new revenue stream for Hypervsn), successfully onboarded and passed these partners to Channel Sales managers;
-processed over 400 requests from prospective customers / partners;
-screened potential customers / partners to help decide on or prioritize their onboarding;
-contributed to the sales documentation and process finetuning and keep it up to date;
-finalized and provisioned deals, assisted with logistics and other delivery/payment issues;
-negotiated and signed-off partnership agreements, further onboarded authorized partners.
Parimatch Belarus June 2022 — January 2023
Key Account Manager Providers
● 80+ games successfully tested with the regulator and delivered to the platform;
● Launched and supported 10+ tournaments, prize draws and influencer marketing campaigns;
●Game provider portfolio expansion, processing requests to connect casino games;
●Game providers communication in regard to certification process;
●Running game integration tests on the platform;
●Project delivery, making sure games are successfully integrated and launched;
●Documents’ management, keeping track of changes in the jurisdiction;
●Cross-departmental collaboration (CRM, content, marketing);
●Reporting and casino KPIs analysis.
BroIT (AGG.Bet Aggregator) January 2023 — till now
Key Integration Manager Aggregator
● 11 integrations delivered to production and onboarded since the product go-live (April 2023), 30 more in support in different stages of integration;
●Working on the launch of a new game aggregator product (AGG.Bet) as the first Account Manager/Technical Account Manager joining the project;
●Assessing the iGaming licensing requirements for future application needs;
●Working closely with the technical team (SA, Dev, PM, QA) to coordinate deliveries of new integrations;
●Communicating project priorities, monitoring and escalating issues;
●Providing regular update reports to management;
●Providing assistance to the stakeholders (managing joint ventures with both operators and providers), during the whole integration process;
●Integration issues troubleshooting/setup and further project/portfolio management;
●Ensuring that the integration has all necessary approvals before Production (QA signoff, Legal signoff);
●Ensuring that the clients’ onboarding is successfully done when finalizing the integration.
