Alan Baranchikov
Senior Customer Success Manager
Limassol
Summary
Customer success professional skilled in driving client satisfaction and optimizing service delivery. Proven track record of implementing customer-centric strategies and improving client retention. Known for exceptional collaboration with teams and adaptability to changing business needs.
Overview
6
6
years of professional experience
3
3
Languages
Work History
Senior Customer Success Manager
Mercuryo
Remote
03.2021 - Current
- Managed a portfolio of 20 merchants with a combined revenue of over 12M EUR annually.
- Lead the OTC product for large clients (cryptocurrency purchases/sales above 50K EUR).
- Achieved a 30% increase in Revenue for partners over the 2024 year.
- Daily collaboration with top partners from industry: Telegram Wallet, Metamask, Tonkeeper, Ledger, Trezor, Tangem, Lbank, Bitget, OpenC, gate.io etc.
- Developed and maintained strong relationships with clients to ensure their satisfaction and success with the company's financial technology solutions.
- Reduced churn rate by 27% proactively identifying at-risk customers and addressing their needs.
- Acted as a trusted advisor to the customer, proactively identifying opportunities for improvement and offering suggestions to drive success.
- Managed and tracked customer renewals, upsells and expansions, working with the sales team to drive revenue growth.
- Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
- Optimized the customer journey by analyzing usage patterns and providing tailored recommendations based on unique needs.
- Managed escalations effectively, resolving complex issues and preventing future occurrences.
- Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
- Managed and mentored team of 2 persons. Set KPIs for them Quarterly.
Community Development Advisor
Piratos
Remote - Part-time Project Job
09.2023 - 08.2024
- Negotiated contracts with external vendors as needed to support various projects throughout the implementation process.
- Evaluated the effectiveness of implemented programs, ensuring continuous improvement and adaptation.
- Facilitated dialogue among diverse groups, fostering understanding and cooperation within communities.
- Leveraged data analytics tools to better understand trends impacting communities, informing more effective strategies moving forward.
- Fostered a vibrant and engaged community within the NFT gaming space on Discord, Twitter, and Telegram, cultivating a dynamic environment for players and enthusiasts.
- Developed and executed strategic plans tailored to the NFT gaming community, aligning initiatives with the evolving landscape and player preferences.
- Design and oversee unique in-game programs and events, creating immersive experiences for players and promoting community-driven content creation.
- Acted as a bridge between the gaming community and the wider audience on Twitter, Discord, and Telegram, advocating for the NFT game and effectively communicating updates, features, and community initiatives.
- Identified and supported opportunities for skill development and knowledge-sharing within the Discord and Telegram communities, empowering members to actively contribute to the growth and success of the NFT game.
- Implemented strategies to monitor and evaluate the impact of community initiatives, gathering feedback through social networks to ensure continuous improvement and sustained engagement in the NFT gaming community.
Customer Success Manager
Meta DAO
Remote - Part-time Project Job
03.2022 - 12.2022
- Developed, implemented and managed customer feedback and social media activity across social channels, which increased customer engagement on 35%. Coordinated with all relevant internal and external stakeholders to ensure program effectiveness.
- Organized AMA sessions and twitter space for partners and users of the DAO with popular bloggers in industry (100-200K subscribers).
- Actively participated with users online, managing day-to-day activities in social networking sites including Discord, YouTube, Instagram, Twitter and other emerging social channels and community sites, posting and seeding content as needed.
- Tracked and reported feedback and social media metrics and sentiment against goals, being agile to changing social media landscape, and align the content strategy and engagement tactics accordingly.
- Monitored trends in social, digital and mobile media and exploring new tools, trends and applications that could positively impact business.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
Customer Support Lead
Yandex.GO
Remote - Full-time Job
07.2019 - 03.2021
- Communicated day-to-day with clients by phone, email, online networking accounts(Facebook, VK and Telegram), CarrotQuest chat( used for onboarding new clients) and up close and personal meetings during internet business related occasions and gatherings.
- Investigated and took care of client's issues, which might be unpredictable or long-standing, that have been passed on by client support aides.
- Handled client objections or any significant occurrences, for example, a security issue or system bug, making tickets for discounts or remuneration to clients, created input or grievances strategies for clients to utilize.
- Kept exact records of conversations or correspondence with clients.
- Analyzed insights or other information to decide the degree of client care and ensure client's desires are met and surpassed.
- Produced composed data for clients, including FAQ and clear guidelines for clients.
- Improved client care techniques, arrangements and measures.
- Kept in front of advancements in client support by perusing significant diaries, going to gatherings and going to courses.
- Met with different administrators to talk about potential upgrades to client assistance.
- Kept clients fully informed regarding changes, new highlights and enhancements in the system.
- Managed team of 5 persons.
Education
Master of Science - Business And Social Skills
RANEPA
Bachelor of Science - Business, Management, Marketing, And Related Support Services
KPFU
Skills
Relationship management
Customer satisfaction (Retention)
Account growth (Revenue oriented)
API Integrations (Redirect, API, iFrame)
Customer Experience Management (UI/UX for on-ramp services)
Blockchain & Cryptocurrencies (Swaps, Staking, OTC, Blockchain Knowledge)
Business Development and Negotiations
Team Management (KPI setting, 1:1 meetings, trainings)
Financial Analytics & Forecasting
Stakeholder Management and Risk Management
Atlassian Stack, Notion, Jira, OKR Framework, HubSpot, SalesForce, Metabase, Tableau, Zendesk, Intercom
Data analytics
Customer feedback analysis
Upselling strategies
Client onboarding
Training and mentoring
Timeline
Community Development Advisor
Piratos
09.2023 - 08.2024
Customer Success Manager
Meta DAO
03.2022 - 12.2022
Senior Customer Success Manager
Mercuryo
03.2021 - Current
Customer Support Lead
Yandex.GO
07.2019 - 03.2021
Bachelor of Science - Business, Management, Marketing, And Related Support Services
KPFU
Master of Science - Business And Social Skills
RANEPA