Customer Success Manager

• Mar 2023 - Present

Head of Customer Success

• Aug 2022 - Mar 2023

Global Customer Success Director

• Sep 2021 - Sep 2022

Built a team of Customer Success managers: searched, onboarded, trained, and supervised each of the member. Introduced the onboarding process for the newcomers. Designed training programs on the use of internal IT platform. Training materials increased the satisfaction level by 5%Searched and coordinated external partners in various regions, while growing the company’s business. Managed partnerships with e-commerce platforms in various regions to build a crystal-clear workflow in the brand protection field. In cooperation with business development department, participated in international conferences, strengthening partnerships with current clients, and engaging new ones. Show less

Customer Success Director

• Feb 2021 - Sep 2021

Researched, analyzed, and implemented various service solutions based on the international best practices in the field. The main goal was to facilitate client’s experience within the company’s software. Leaded the cross functional team to redevelop Customer Journey to increase the quality of the services and core metrics (Churn rate, LTV, NPS) Supported creation and optimization of the internal business processes within various cross-functional teams, creating additional value for the clients (ex. developed the reporting system, automated data exchange, design of the Case Management System). Show less

Senior Key Account Executive

• Oct 2019 - Feb 2021

Responsible for Fortune-500 clients. Refined and automated the SoW with clients to meet the client’s needs. Leaded onboarding and technical support for the new and current clients. Conducted negotiations and following up-sales with brand protection managers and C-level executives.Achievements:- 100% of contracts renewals after trial projects- ave. churn rate – 5% - +30% grow in upsales after 6-month period- NPS growth – 40%- Implemented CRM as a key tool for Customer Success function Show less

Head of Unit, Legal Department

• Jun 2018 - Oct 2019

Responsible for the legal support of the company's day-to-day activities with a special focus on corporate and contract law. Corporate governance, M&A (JV structuring), and corporate control issues. General contract law issues in the sphere of Real Estate and IP/IT. Responsible for the legal support of the company's day-to-day activities with a special focus on corporate and contract law. Corporate governance, M&A (JV structuring), and corporate control issues. General contract law issues in the sphere of Real Estate and IP/IT.

Lawyer

• Dec 2017 - Jun 2018

Paralegal

• Jan 2016 - Dec 2017

Trainee

• Sep 2015 - Dec 2015

Legal Intern

• Jan 2015 - Feb 2015