VP of Customer Success at YouScan

About me

• 12 years of professional experience in Clients Service in IT and building long-term relationships with global brands Nestle, PepsiCo, L'Oréal, Samsung, Vodafone, and other.
• Built Customer Success and Support processes from scratch at YouScan.
• Has achieved Net Revenue Retention (NRR) of 100+, Customer Satisfaction Score (CSAT) of 100, and NPS of 70 at the current company.
• Increased retention at the current company with thousands of customers.
• One of the first Customer Success ambassadors in Ukraine since 2013. Participated in creating the first course of "CUSTOMER SUCCESS & SUPPORT" in Ukraine and served as a mentor and lecturer.

Main Expertise

• Customer Success
• Customer Retention and growth
• Clients onboarding
• Customer interviews / Feedback sessions
• Build high-performing Success/Support teams
• Create align processes between CS-Support-Sales-Marketing-Product

Publications

• Як будувати проактивну роботу та довгострокові відносини з клієнтами - SendPulse Ukraine

Experience

YouScan
Vice President of Customer Success
June 2018 - Present

Head of Customer Success
Jan 2014 - June 2018

Customer Success Manager
Jan 2013 - Jan 2014

Customer Support Manager
Jan 2012 - Jan 2013

Aegon Life
Sales Manager
Sep 2011 - Dec 2011

GfK
Support Specialist
Jan 2011 - Nov 2011

Apex Berg Contact Center Consulting
Freelance
May 2011 - Aug 2011

Education

National Technical University of Ukraine 'Kyiv Polytechnic Institute'
Master's degree, Sociology