Iryna Bannova
Málaga
Summary
Results-driven and motivational leader with a proven track record in enhancing customer success and driving organizational growth. Utilizing 10+ years of experience in IT to serve with advanced supervisory, team-building, and customer service skills, I excel at stepping into roles and quickly implementing positive changes that contribute to overall company success.
I am dedicated to maximizing employee engagement and performance through effective performance monitoring, and morale-building initiatives. My strategic leadership has consistently achieved ambitious targets, resulting in significant retention improvements that have been instrumental in propelling a startup from Series A funding towards Series B readiness.
With a strong focus on fostering customer loyalty and satisfaction, I am committed to leveraging my skills and experience to lead Customer Success initiatives that drive sustainable growth and deliver exceptional value to customers.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Senior Director of Customer Success & Inside Sales
SOC Prime
Málaga, Malaga
04.2021 - 10.2024
- Built departments from scratch and established streamlined processes to enhance operational efficiency and align with strategic company goals.
- CS Metrics - played a pivotal role in significantly improving key performance metrics, enhancing Gross Revenue Retention (GRR) from 53% to an impressive 80%, and elevating Net Revenue Retention (NRR) from 65% to 105%.
- Inside Sales Metrics - my strategic initiatives led to a 3x increase in demo calls for the Enterprise sales team, directly resulting in substantial growth in ARR.
- Established key performance indicators to track progress towards goals.
- Coordinated with stakeholders across multiple departments to develop innovative strategies for problem solving.
- Promoted a culture of collaboration among staff members through regular communication, feedback, and recognition.
- Managed crisis situations to minimize impact on operations and reputation.
- Implemented new technologies to streamline processes and enhance productivity.
- Established performance metrics and evaluated staff to promote continuous improvement.
- Monitored industry trends to identify opportunities for expansion and innovation.
- Helped in managing the annual budgeting process, including forecasting and financial planning.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Analyzed business performance data and forecasted business results for upper management.
- Delegated tasks and reacted to changing workloads to maintain efficient operations.
- Led and mentored teams, empowering individual career development as well as team achievements.
- Coordinated hiring, recruitment and training strategies to build successful teams.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Senior CSM to Senior Director of CS & Inside Sales
SOC Prime
Malaga
03.2020 - 04.2021
- Received and resolved customer complaints escalated by staff.
- Facilitated communication and collaboration across departments.
- Recruited high-performing, reliable staff for improved team productivity.
- Actioned customer feedback to promote continued service improvement.
Customer Success Manager
Competera Pricing Platform
Kyiv, Ukraine
05.2018 - 02.2020
- Evaluated customer feedback and presented findings to stakeholders to improve retention strategy.
- Steered customer activity to meet business drivers and growth aims.
- Made growth-focused recommendations to increase account ROI.
- Balanced company and client priorities to achieve mutually-beneficial arrangements.
- Proposed policy and process adjustments to improve customer experiences.
- Coordinated customer surveys and worked with analysts to uncover insights and trends.
- Led strategic business reviews to recognise successes and facilitate continued growth.
- Nurtured positive client relationships through personalised, responsive account advice.
- Brainstormed ideas with clients and stakeholders to maximise customer potential.
Education
Bachelor's Degree - Translator (English And German)
Academy of Advocacy of Ukraine
Kyiv, Ukraine 09.2008 - 06.2012
Skills
- Strategic planning
- Leadership skills
- Project Management
- Outstanding customer service
- Key Performance Indicator monitoring
- Team Building and Motivation
- Training and mentoring
- Investor Relations
Languages
Ukrainian
Native
English
Advanced (C1)
Certification
Management 3.0 from Agile Labs
References
References available upon request.
Timeline
Senior Director of Customer Success & Inside Sales
SOC Prime
04.2021 - 10.2024
Senior CSM to Senior Director of CS & Inside Sales
SOC Prime
03.2020 - 04.2021
Customer Success Manager
Competera Pricing Platform
05.2018 - 02.2020
Bachelor's Degree - Translator (English And German)
Academy of Advocacy of Ukraine
09.2008 - 06.2012
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