Functional Skills
Project Management
Digital Transformation
Budgeting
Agile Software Development
Revenue Growth
Leadership Development
Financial Management
Finance Transformation
Customer Relationship Management
Business Analysis
Sales Strategy
Operations Management
Marketing Analytics
Financial Planning & Analysis (FP&A)
Robotic Process Automation
Software Skills
SAP CRM
Zendesk
Salesforce
Oracle CRM
Certifications
CCNACisco Certified Network Associate
Sector Experience
Business Services
Technology
Languages
English
French
Russian
Arabic
Spanish
Ukrainian
Notable Clients
ElectroNeek
Oracle
Revenue Grid
SAP
StarWind Software
Experience
ElectroNeek (AI automation SaaS)
Customer Service
Vice President of Customer Success and Support
8/2021 - 2/2025
• Defined and executed end-to-end customer success and support strategy, from pre-sales to onboarding and post implementation, focused on AI-driven value delivery.
• Built and scaled four departments (Customer Support, Customer Success, Sales Engineering, Community Forum), including strategy, processes, goals, and performance metrics.
• Led 3 global department heads across Americas, EMEA, and APAC; managed distributed teams of engineers and technical experts. My team included 3 Head of departments reporting directly to me.
• Deployed, customized, and automated ZenDesk for support operations and PlanHat for customer success management.
• Designed and led the development of the Customer Support Portal (web portal).
• Established and monitored support KPIs to drive quality and performance, achieving SLA targets for response and resolution time, reducing reopen rates, and maintaining high CSAT and solution effectiveness scores.
• Achieved 99.98% SLA compliance, 98% CSAT,
• Built and scaled four departments (Customer Support, Customer Success, Sales Engineering, Community Forum), including strategy, processes, goals, and performance metrics.
• Led 3 global department heads across Americas, EMEA, and APAC; managed distributed teams of engineers and technical experts. My team included 3 Head of departments reporting directly to me.
• Deployed, customized, and automated ZenDesk for support operations and PlanHat for customer success management.
• Designed and led the development of the Customer Support Portal (web portal).
• Established and monitored support KPIs to drive quality and performance, achieving SLA targets for response and resolution time, reducing reopen rates, and maintaining high CSAT and solution effectiveness scores.
• Achieved 99.98% SLA compliance, 98% CSAT,
ElectroNeek (AI automation SaaS)
Customer Service
Head of Global Customer Support
3/2021 - 8/2021
• Built a global customer support structure with four regional centers (North America, LATAM, EMEA, APAC), implemented scalable support processes for hypergrowth.
• Created and launched the Sales & Solutions Engineering sub-department.
• Introduced and scaled the Development Consulting function as an add-on service to the company's customers.
• Managed 10 engineers handling 400+ monthly tickets across SaaS and desktop products.
• Fostered strong cross-functional alignment with Sales, CSM, Product, and R&D teams.
• Created and launched the Sales & Solutions Engineering sub-department.
• Introduced and scaled the Development Consulting function as an add-on service to the company's customers.
• Managed 10 engineers handling 400+ monthly tickets across SaaS and desktop products.
• Fostered strong cross-functional alignment with Sales, CSM, Product, and R&D teams.
Revenue Grid (Revenue intelligence platform)
Product Management / Strategy
Senior Project and Product Manager
7/2016 - 11/2020
• Managed 4 OEM products in partnership with Oracle America, generating $3.5M annually.
• Oversaw a team of 15 engineers and cross-functional coordination with 45+ internal and partner engineers.
• Led roadmap planning, feature development, release cycles, and client escalations.
• Managed a $330K annual development budget.
• Oversaw a team of 15 engineers and cross-functional coordination with 45+ internal and partner engineers.
• Led roadmap planning, feature development, release cycles, and client escalations.
• Managed a $330K annual development budget.
Revenue Grid (Revenue intelligence platform)
Customer Service
Head of Technical Support Department
12/2013 - 11/2020
• Founded and scaled the technical support department, scaled operations to support 600K+ users across 19 products.
• Led a team of 9 support engineers; grew volume from 40 to 400+ monthly tickets while maintaining 99% SLA.
• Created a knowledge base of 500+ articles and built custom support models for 7 OEM partners (incl. Oracle, SAP).
• Delivered 25+ onsite and online technical trainings for OEM partners and enterprise customers.
• Negotiated, built, and launched support processes with 7 OEM partners, including Oracle and SAP, tailoring support to specific business needs and customer expectations.
• Led a team of 9 support engineers; grew volume from 40 to 400+ monthly tickets while maintaining 99% SLA.
• Created a knowledge base of 500+ articles and built custom support models for 7 OEM partners (incl. Oracle, SAP).
• Delivered 25+ onsite and online technical trainings for OEM partners and enterprise customers.
• Negotiated, built, and launched support processes with 7 OEM partners, including Oracle and SAP, tailoring support to specific business needs and customer expectations.
Revenue Grid (Revenue intelligence platform)
Product Management / Strategy
Product Manager
5/2015 - 10/2015
• Drove the launch of flagship SaaS product "Smart Cloud Connect for Salesforce."
• Developed and executed GTM strategy, coordinated product development, marketing, and sales enablement.
• Developed and executed GTM strategy, coordinated product development, marketing, and sales enablement.
Revenue Grid (Revenue intelligence platform)
Information Technology
Senior Technical Support Engineer
6/2012 - 12/2013
• Delivered L2 support for enterprise products, resolving 40+ monthly tickets and providing direct customer guidance.
StarWind Software (Visualization
Information Technology
Systems Engineer
8/2010 - 5/2012
• Provided L1/L2 technical support, led webinars, delivered demos and technical presentations to prospective customers.