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Work Background
ClickUpSenior Implementation Services Consultant
Jan. 2024Dublin, County Dublin, Ireland- Strategic Leadership & Customer Success – Set business objectives, priorities, and success metrics while fostering long-term customer relationships across multiple functions.
- Client Advocacy & Solutions – Acting as a Product Expert, identifying requirements, delivering tailored solutions, and driving customer success.
- Continuous Improvement & Engagement – Enhancing customer satisfaction through research, strategic recommendations, project management, and cross-functional collaboration.
WrikeProfessional Services Team Lead
Nov. 2021 - Apr. 2023Dublin, County Dublin, Ireland- Developing Managed Services Offering. Designed the package for the sales and Professional Services team. Assisted in selling and rolling out the first-ever deal ($100K MRR).
- Training team on new package and creating a playbook for new service - developing, onboarding, and leading the team
- Part of senior leadership team (strategic goal planning, reporting to C-level executives)
WrikeSenior Professional Services Consultant
Jan. 2020 - Nov. 2021County Dublin, Ireland- Leading individual customer engagements as well as global Enterprise customer rollouts (1K+ user accounts rollouts, 5 of the top tier accounts globally, 1M ARR accounts).
- Driving end-to-end customer onboarding, including Discovery, Design, Configuration, Rollout, and Adoption Monitoring for these engagements.
- During the deployment process, learning client needs and processes and developing solutions for work management for a diverse range of users (marketing, events, creative, IT, PMO, operations, etc.) Designing customized trainings and SOPs together with the client's champion team.
- Driving cross-functional collaboration across multiple departments (sales, CSO, product, marketing)
WrikeManager, International Customer Success Team
Sep. 2017 - Jan. 2020Dublin, Ireland- Built and led the International CS team in Dublin, St. Petersburg, Melbourne, and Tokyo, including full people management responsibility
- Working with 14 high-performing individuals, including tracking against their goals
- Financial forecasting (churn, retention, risk)
- Helping to push how to evolve Customer Success at Wrike and create first-class Customer Success org
- Constantly improving cross-functional collaboration (with Sales, Product, Support, Marketing, and others)
WrikeInternational Customer Success Team Lead
May. 2016 - Sep. 2017Dublin, Ireland- Grew team from 3 people to 10 international CSMs, while maintaining high performance metrics of my personal Book of Business of 40+ accounts (including top tier customers)
- Training and onboarding new team members, including partial people management responsibility
- Actively contributing to CS Playbook and operation procedures
- Lead the adoption of a new CS Platform
- Tracking team capacity and proactively flagging if there are any issues or more people are needed on the team
- Constantly improving cross-functional collaboration
WrikeInternational Customer Success Manager
Mar. 2015 - May. 2016Dublin, Ireland- Moved into the role as the first International CSM for Wrike.
- Assumed responsibility for the book of business of about 350-400 accounts
- Was responsible for onboarding clients and maintaining ongoing relationships with them
- Running weekly webinars for Wrike customers
- Creating webinar campaigns with the Account Management team to promote new features and best practices
- Helping to onboard new team members in Wrike Ireland
- Helping to shape Playbook for Onboarding of new accounts
- Running quarterly/executive business reviews for clients
WrikeCustomer Support Team Manager
Jul. 2014 - Mar. 2015Voronezh Region, Russian Federation- Managing the night shift of the support team
- Trained and onboarded 5 new team members
- Redesigned onboarding process and onboarding template
- Was one of the leads who introduced a new help desk system to the team and helped with transition and change management
- Helped to implement alert system for premium support
- Maintained SLA
- Was standing at the beginning of SLAs and reporting system for the support team.
WrikeCustomer Support Specialist
Oct. 2013 - Jul. 2014Voronezh, Russia- Answering support tickets
- Providing support through chats and phone
- Dealing with complex issues
- Shaping the first general SLAs for the team
- Constantly improving procedures for the support team
Softline GroupNew Suppliers Working Manager
Jun. 2011 - Jun. 2013Voronezh Region, Russian FederationWorking with international suppliers, vendors of Software. Discussing presales details. Communicating with vendors over email and by phone. Language of communication - English. Providing Softline sales managers with the details on the process of purchasing specific software. Working with CRM, Outlook, 1C.
Siemens IT Solutions and ServicesSAP Help Desk Junior Consultant
Oct. 2010 - Jun. 2011Voronezh Region, Russian FederationProviding users with telephone support, working in SAP system, register incidents in Service Desk, routing tickets to the higher level of support.
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