KATE PANASENKO
Valencia
Summary
For the past five years, I've been working in the IT sector with startups, enterprises, and government organizations, managing SaaS products and full-cycle software development. Having worked across different countries and cultures, I have a high level of adaptability and the ability to navigate diverse business environments effectively. My experience in both strict hierarchical companies and holocratic environment has strengthened my ability to communicate, align stakeholders, and drive results by focusing on value. I excel at problem-solving, always looking for solutions that benefit both clients and internal teams. Continuous learning is a key part of my approach, I actively educate myself to improve processes and enhance sales and customer success strategies.
Overview
15
15
years of professional experience
Work History
Customer Success Manager
Raccoon Gang
Miami
03.2023 - Current
- Company Overview: Raccoon Gang is a software development company with expertise in development of custom eLearning solutions based on open-source platforms like Open edX, Odoo, and Aspects Analytics, along with integrations with third-party services and development of mobile applications and on-line programs
- As a Customer Success Manager I manage the end-to-end sales and account development process for LMS solutions, including prospecting, qualification, contract negotiation, deal closure, project transfer for development, account expansion
- Conduct market research to identify potential clients across the following segments: startups, corporate business, colleges and universities, government
- Lead business presentations, software demos, discovery phases, development of the business cases and proposals
- Manage sales opportunities through RFPs and bid processes, negotiating contracts, MSAs, and SOWS
- Develop and execute account management strategies to expand portfolios through upselling and cross-selling utilizing referral approach
- Build and maintain strong relationships with existing clients, ensuring high levels of customer satisfaction, conducting status meetings and QBRs
- Identify opportunities to optimize and enhance clients' LMS solutions, providing consultative recommendations based on experience and trends in the industry software development
- Collaborate with pre-sales, marketing, project management, and development teams to tailor solutions and enhance the sales and customer success process
- Act as a strategic advisor to clients, proactively addressing challenges and recommending improvements
- Facilitate onboarding, training, and ongoing support to ensure seamless adoption of LMS solutions
- Maintain and optimize sales and account management activities through CRM tools, ensuring accurate pipeline management and forecasting
- Work closely with marketing teams to refine case studies, sales presentations, white papers, conduct webinars and participate in meet-ups
- Raccoon Gang is a software development company with expertise in development of custom eLearning solutions based on open-source platforms like Open edX, Odoo, and Aspects Analytics, along with integrations with third-party services and development of mobile applications and on-line programs
Customer Success Consultant
AlertDriving
Toronto
06.2022 - 06.2023
- Company Overview: Sonic eLearning with its product named AlertDriving, is a leading provider of global driver risk management solutions
- The company specializes in delivering online driver safety training and assessment programs on a SaaS basis, designed to reduce collisions and improve fleet safety performance at the enterprise level
- As a Customer Success Consultant I developed strong customer relationships to encourage the renewal of the contracts and expansion of the business
- Led 35 enterprise level accounts
- Met with champions and sponsors to discuss best practices and drive outcomes, conducted regular operational and business reviews, monitored and increased customer engagement
- Demonstrated and explained product features and benefits to meet the objectives
- Compiled customer feedback for cross-functional departments to improve product and service features
- Escalated customer concerns, issues, and requirements to upper management for immediate rectification and drive customer escalations to resolution by involving the internal teams and engaging directly with clients
- Reviewed existing contracts, amendments, statements of work, and programs to verify conformance of the solution to the customers' requirements
- Built customer profiles, project and account development plans
- Collaborated with cross-functional teams to deliver the optimal solutions to the customers and to receive the ROI at minimum of 200%
- Developed and established 5 new partnerships within 1 year to drive company revenue growth
- Analyzed business performance data and forecast business results for upper management
- Provided monthly, quarterly and annual forecasting
- Sonic eLearning with its product named AlertDriving, is a leading provider of global driver risk management solutions
- The company specializes in delivering online driver safety training and assessment programs on a SaaS basis, designed to reduce collisions and improve fleet safety performance at the enterprise level
Account Executive
Caspio
California
06.2020 - 06.2022
- Company Overview: Caspio is a leading low-code SaaS platform provider for building online database applications without coding
- The company empowers businesses to create custom cloud applications supporting data management and workflow automation across various industries
- Managed the entire sales lifecycle, from prospecting to closing, ensuring seamless transitions through each stage and maintaining accurate records in the CRM system
- Developed and maintained relationships with prospects and clients, utilizing phone, email, and occasional face-to-face interactions to qualify their application development needs and propose one of the existing plans or tailored solutions
- Delivered product demos, communicating the value and functionality of solutions
- Conducted in-depth assessments of customer needs from both business and technical perspectives, documenting functional and nonfunctional requirements
- Conducted follow-ups with prospects to address concerns, refine proposals, and drive deals to successful closure
- Anticipated and addressed sales gaps by identifying new opportunities to increase market presence
- Provided insights and recommendations to internal teams based on customer feedback and feature requests, fostering product improvements aligned with client expectations
- Conducted marketing research and identified new markets for expansion
- Designed and developed outbound campaigns to generate new leads
- Prepared and analyzed sales reports and presentations to track progress and identify trends
- Actively participated in team meetings, contributing ideas for new practices and strategies to improve departmental performance
- Caspio is a leading low-code SaaS platform provider for building online database applications without coding
- The company empowers businesses to create custom cloud applications supporting data management and workflow automation across various industries
Manager of Sales, Export-import, and Logistics Department
Malinovsky Glassworks
Kharkiv
04.2016 - 06.2020
- Company Overview: Malinovsky Glassworks is a glass manufacturing facility and a part of the Olimp Corporation (Olimp Alcohol Company)
- The company specializes in producing high-quality glass containers for the food and beverage industry serving both domestic and international markets
- Identified new strategic opportunities and new markets for future sales expansion
- Supervised and managed a team of 5 salespeople, 5 supply chain assistants, 3 warehouse inspectors, providing support, motivation and KPI
- Managed clients across over 100 accounts from more than 20 countries, annual budget of $36 mln
- Planned and set monthly, quarterly and annually revenue goals that led to an increase in export sales by over 35% over 4 years
- Created close relationship with clients and provided outreach to expand customer base
- Provided mentoring of new hires and organized biannual training program for sales team
- Implemented process improvements that optimized warehouse capacity by around 5% over 2 years
- Analyzed proposals on changes in pricing for new and established products depending on the market and contract terms
- Planned, developed and implemented purchasing policies and procedures
- Negotiated rates with international suppliers
- Processed claims against suppliers
- Implemented optimized delivery solutions
- Controlled inventories and prices of the products responding quickly to changing market demands
- Ensured that goods were delivered to and from suppliers, warehouses, distribution centers on time and at the lowest possible cost
- Solved transportation issues; located alternative vendors when production or shipping impediments delayed delivery of goods
Export-Import Company Representative
Malinovsky Glassworks
Kharkiv
05.2010 - 04.2016
- Achieved sales goals by cultivating new customer relationships and signing contracts
- Contacted with existing customers and prospects to grow, maintain, and manage assigned accounts
- Encouraged cross-selling of additional products through relationship-building and acquired understanding of customer business needs
- Prepared and delivered customer sales quotes
- Met existing customers to review current terms of contracts and expand sales opportunities
- Organised product deliveries to meet customer timetables
- Received and processed customer purchase orders
- Managed projects for production of exclusive products
- Negotiated with suppliers and vendors about contracts, policies and deadlines
- Managed contracts and specifications
- Made reports and analysed data and information
- Optimized execution of supply chain by forecasting, scheduling orders and balancing inventory
- Coordinated company product shipments and international transactions to eliminate freight delays
- Prepared and processed import and export documentation according to customs regulations, laws or procedures
- (Bills of lading, Shipment Invoices, Packing lists and Certificates of Origin for each shipment)
- Stayed on top of shipment locations and current status to update offices and customers
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution
Education
Master Degree - Law
National Law Academy of Ukraine
Kharkiv, Ukraine01.2012
Master Degree - International Economics, International Economic Relations
Kharkiv National University of Economics
Kharkiv, Ukraine01.2010
Skills
- Confluence
- Salesforce
- E-Learning
- ERP
- HubSpot
- JIRA
- Microsoft Office
- Microsoft Power BI
- Miro
- Pipedrive
- Taulia
- SAP
- Tableau
- YouTrack
- Google Suite
- 1C Enterprise
- Airtable
Accomplishments
- Exceeded sales quotas by 5-30% in different years and companies.
- Developed and implemented key internal processes.
- Established a referral system to attract new clients.
- Introduced customer satisfaction tracking systems.
- Structured and organized chaotic data for better operational efficiency.
Trainings
- Success Coaching - Customer Success Manager Program Level 1
- Success Coaching - Customer Success Manager Program Level 2
- Success Coaching - Customer Success Manager Program Level 3
- Success Coaching - Customer Success Manager Program Level 4
- Success Coaching - Customer Success Manager Program Level 5
- Growth Factory Academy - Principle 19 for IT Business
Interests
- Technology and Innovation
- Continuous Learning and Development
- Sport
- Travelling
- Team/Community Building
Languages
Ukrainian
Native language
English
Proficient (C2)
C2
Russian
Proficient (C2)
C2
Spanish
Beginner
A1
Timeline
Customer Success Manager
Raccoon Gang
03.2023 - Current
Customer Success Consultant
AlertDriving
06.2022 - 06.2023
Account Executive
Caspio
06.2020 - 06.2022
Manager of Sales, Export-import, and Logistics Department
Malinovsky Glassworks
04.2016 - 06.2020
Export-Import Company Representative
Malinovsky Glassworks
05.2010 - 04.2016
Master Degree - Law
National Law Academy of Ukraine
Master Degree - International Economics, International Economic Relations
Kharkiv National University of Economics
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