Jun 2017 – Jul 2020 · 3 yrs 1 mo · Sofia, Bulgaria

• Act as a primary point of contact for the assigned accounts, and provide account and customer relationship management.
• Manage a portfolio of 30-50 accounts ranging from Small to Enterprise.
• Serve as an escalation point for issues that impact the customer’s success.
• Act as a liaison between internal teams to ensure customers’ needs are being met; coordinating with
• sales, solutions team, support team, and software development team.
• Understand and explain features and benefits of the product line as it relates to customer needs.
• Regular health check meetings with large key accounts.
• Conduct regular business reviews to identify new opportunities to grow an account.
• Educating customers on upcoming product releases and enhancements.
• Develop and maintain strong relationships with key stakeholders in an organization to ensure they remain champions/adopters of the software platform in use.
• Evaluate and analyze business objectives and challenges and present a solution for customers to become successful with our tool.
• Provides our customers’ continuity throughout the entire customer life-cycle, from on-boarding, implementation, training, education, support, and software updates.
• Responsible for driving post-sales customer adoption and success on one or more of the FocusVision software platforms.
• Listen for product feedback, ensure support issues are resolved effectively and act as the primary liaison to provide not only support but be available to assist the client throughout the duration of the business relationship.
• Demonstrate best practices in market research across a variety of use cases and industry verticals.
• Escalation point for critical customer concerns and mobilize resources/trainings to resolve their issues.

Jul 2015 – Jun 2017 · 1 yr 11 mos · Bulgaria

• Develops enhancements, updates, and programming changes for portions and subsystems of end-user applications software running on local, networked, and Internet- based platforms
• Analyzes design needs and determines best approach in terms of technology or platform used in order to meet the requirements for a product or solution
• Prepares and executes testing plans, protocols, and documentation for the developed application; identifies and debugs, creates solutions for issues with code and integration into application architecture
• Collaborates and communicates with management and internal partners regarding software applications design status, project progress, and issue resolution
• Represents the technical team for all phases of larger and more-complex development projects.
• Provides guidance and mentoring to less- experienced staff members (TS SSC wide)
• Providing technical support of developed tools and ongoing development per business environment changes
• Provides administrative and organizational support for key projects on EMEA level (Europe, Middle-East and Africa) by:
• Extracts raw data from various databases.
• Generates and maintains reports, scorecards, etc. in different formats (Excel, Access, PowerPoint etc.)
• Provides proper data quality control
• Analyzes trends in reports and scorecards
• Gives recommendations based on analyzed data on how to progress, optimize or evolve internal business processes
• Participates in improvement projects and initiatives