Position: Account Manager, Customer Succes, Customer service, Junior PM
Category: Sales
English level: fluent
Years of experience: 8

Initiated and coordinated the development of a service vision and service quality assessment procedure for the team of 10 experienced Account Managers, then expanded to the whole service department. Successfully introduced the segmentation of high-value users on a company level, allowing to build tailored solution for specific needs. Successfully conducted and coordinated the process of employee training. Currently have a full ownership of a project to develop a loyalty program for high-value clients. Serve as an escalation point for challenging service requests. Expereinced in public speaking and presentation.
As an Account Manager at InnoGames in Hamburg, Germany, I have full ownership of the development of a fully-fledged loyalty program for high-value players. I collaborate with Game Project Management, Analytics, and Marketing departments to find the best solutions for the target audience. I initiate and coordinate the implementation of new services and features for high-value players, monitor churn trends and gather direct feedback from players. Create content for email l campaigns targeted at high-value players, sustaining its KPIs. 

At Plarium, Kharkiv, I performed a support quality check for the Account Management and Customer Support department of 20 employees. I initiated and curated the creation of an updated service model and service quality standards for the Account Management team. I created a new support quality check procedure, along with a set of essential guidelines for daily use in the team. From scratch, I built a user-friendly knowledgebase for the internal documentation. 

My first position at Plarium involved monitoring retention and financial KPIs of 200 high-value players to offer proactive assistance in case of negative trends. I worked directly with high-value player accounts, building and nurturing relationships with them to strengthen their loyalty and maintain their retention. I also developed new activities aimed to improve player retention and payments. Additionally, I performed an internal support quality check for the team of experienced Account Managers.

I started in 2013 as a technical support agent at Namecheap Inc in Kharkiv and later was promoted to a supervisor to oversee and manage newcomers' work in the department.
I value teamwork, open information and feedback sharing, and clear expectations and procedures in the team. Looking for a B2B position: building and nurturing relationships with key accounts. I can also be useful in a customer service lead/management role, where improvement and new processes are needed, as well as junior project manager/associate, especially on game projects.