I bring 6 years of experience in B2C client relationship management, including collaboration with key clients. My expertise spans customer support, customer success, and comprehensive post-sales services, including onboarding, retention, loyalty enhancement, churn prevention, and client reactivation.
I am skilled at developing strategies tailored to various client segments based on customer lifetime value, as well as crafting personalized retention plans for individual clients.
My portfolio showcases my success in managing teams of up to 20 individuals. Additionally, you can explore the "Reviews" section on my LinkedIn profile to see feedback from former team members.
My leadership on the position of Head of Account Management and VIP Support in numbers:
+ developed a comprehensive client retention system that helped us to effectively manage and process our entire client base;
+ built and nurtured trust-based relationships with over 200 key clients from the ground up, who contributed to 38% of our total revenue over the past six months.
+ invested in professional development and created a collaborative environment, leading to increased team productivity and satisfaction. The average monthly performance of all account managers consistently exceeded 89%.

+ streamlined account management processes, resulting in a 18% reduction in response times.
+established clear KPIs for the team, which led to a 24% increase in client loyalty. Many of our top clients developed friendly relationships with their account managers and became even more loyal to the business.
As the Head of Account Management and VIP Support, I rely on two main points on the way to success: goal-oriented team spirit and balanced customer satisfaction and profitability.
I find it crucial to:

- Keep the quality of communication with clients on a high level;

- Retain clients and build long-term relationships using a personalized approach;

- Monitor clients activity and identify dissatisfied clients;

- Control issue resolving process;

- Increase customer retention and reduce churn;

- Balance customer satisfaction and profitability;

- Prevent and reduce fraud risk;

- Support and motivate the team on its way to success.