VP of Customer Success at YouScan
- 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.
- 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
- Як будувати проактивну роботу та довгострокові відносини з клієнтами - SendPulse Ukraine
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
Sep 2011 - Dec 2011
Jan 2011 - Nov 2011
Apex Berg Contact Center Consulting
May 2011 - Aug 2011
National Technical University of Ukraine 'Kyiv Polytechnic Institute'
Master's degree, Sociology
Current Role: VP of Customer Success