- Spearheaded the development and execution of customer success strategies - Collaborated with cross-functional teams to ensure smooth onboarding, product adoption, and issue resolution for key accounts - Conducted regular account reviews and provided data-driven insights to customers to help them maximize the value of our products and services - Leading up to 17 projects at different stages - Acted as the primary point of contact for key clients, managing their inquiries, concerns, and escalations, and ensuring prompt resolution - Led a team of Customer Success Associates, providing mentorship, coaching, and performance evaluations to drive team excellence - Developed and delivered customer training programs and workshops to enhance product knowledge and user proficiency - Maintained accurate customer records in HubSpot CRM, tracked customer interactions, and used the platform to manage customer relationships - Key results: 20% increase in customer retention and a 15% growth in upsell opportunities, 95% customer satisfaction rate

Overseeing, developing and maintaining the relationship between company and key clients Collection of requirements and expectations, Q&A at the presale stage Knowledge of all IT processes (including all the steps of IT development) Collaboration with IT team on a daily basis Assessment of opportunities with the team at the presale stage Implementation of consultations on the proposed service Ensure all previously agreed deadlines with clients are met on a timely basis Change Management – provide input on service management project plans to include change management planning and the voice of the customer Training Delivery – Delivering technology training via webcast Analyzing user feedback – Research via surveys, interviews, metrics or other sources on a weekly basis Managing customer`s expectations - by building proper communication with the client, competent briefing, great project results and two-way communication; anticipate customer expectations Reporting - collection and presentation to the client all the reports connected to the project Presentation - presentation the final project to the client. Collecting feedback and transferring it to the project team; Measurement / Data Capture – KPI definition and measurement of effectiveness of team and change management activities with the workforce we support Implementation of new KPI metrics/ NPS level exceeding Key clients: Electrolux, Telus International, Mantel Group etc Crypto projects development

Act as the point of contact among executives, employees, clients and other external partners Preparation of tender documentation Assisting with budget management Attending meetings and producing follow-up notes Providing line management and support to administration and operations teams, including task delegation, training new employees Maintaining a calendar of the CEO&Founder Coordinates and assists with processing of a variety of documentation Rack daily expenses and prepare weekly, monthly or quarterly reports

Develop of trust relationship with TOP clients (all foreign based companies) Expand the relationships with existing customers by continuously proposing solutions that meet their objectives Resolve any issues and problems faced by customers and deal with complaints to maintain trust Preparation of documentation for the opening and closing of cash settlement services in the bank Preparation of documentation for the opening and closing of LLC Participation in negotiations, business meetings (including Italian business meetings) Provides administrative support and coordination for various internal department meetings Provides direction, training, guidance and assistance to employees; coordinates projects and daily work activities; organizes, prioritizes, and assigns work; monitors status of work Constant business trips to Italia in order to extend client database Post sales

Organization of goods delivery to the storehouse Preparation of a report on the implementation of the sales plan Interaction with store employees Help in opening and closing outlets Working with an existing customer base and attracting new customers Full Customer Service including: customer support, managing customer`s expectations, analyzing user feedback, Measurement / Data Capture