Summary
Overview
Work History
Education
Skills
Languages
References
Websites, Portfolios and Profiles
Certification
Accomplishments
Websites
Timeline
Hi, I’m

Aleksandra Mihaylova

Technical Account Lead MSFT ISV Success Program
Sofia
Aleksandra Mihaylova

Summary

Technical account lead with a strong background in customer success management, digital transformation, and IT service management. Skilled in designing cloud solutions, guiding startups in cloud strategy, and optimizing costs. Proficient in AI and ML adoption, secure AI architecture, and Azure Well-Architected Framework. Expertise in disaster recovery, licensing management, and AI search solutions.

Expert in cultivating long-term client relationships centered on trust and accountability. Proven track record in operational excellence with tailored solutions that enhance business success. Skilled in workshop facilitation, risk assessment, and consumption analysis, fostering loyalty through proactive advising. Certified in AI-900, AZ-305, AZ-104, and AZ-900, demonstrating strong technical expertise in cloud solutions and AI integration.

Overview

13
years of professional experience
1
Certification

Work History

Accenture on Behalf of Microsoft
Sofia, Bulgaria (remote)

Technical Account Lead | Microsoft ISV Success
06.2025 - Current

Job overview

  • Versatile and skilled in rapidly mastering new concepts with efficiency.
  • Demonstrated leadership capabilities by effectively motivating and inspiring teams.
  • Demonstrated success in delivering results within tight deadlines and dynamic environments.
  • Contributed to team projects showcasing ability to collaborate and achieve objectives.
  • Demonstrated expertise in designing and executing innovative solutions for complex challenges.
  • Delivered professional services and support within a fast-paced work environment.
  • Exhibited respect, friendliness, and readiness to assist in all situations.
  • Optimized time management to ensure completion of all tasks within deadlines.
  • Evaluated and assessed vendor product integration and solution architecture aligned with established enterprise application strategy.
  • Evaluated solution architecture proposals to deliver technical guidance to relevant personnel.
  • Evaluated sales data and customer feedback to generate innovative solutions enhancing customer experience.
  • enhanced customer satisfaction by addressing or escalating concerns for swift resolution.
  • Analyzed complex features and implemented engineering principles on assignments
  • Informed stakeholders regarding project changes or issues and outlined resolution strategies.
  • Engaged directly with customers, stakeholders, and end-users to gather capability architecture requirements, use cases, and stories for next-cycle updates and specifications.
  • Proposed market change solutions while maintaining quality and service standards and optimizing costs.
  • Established cloud architecture for hybrid and non-hybrid cloud solutions.
  • Delivered solutions aligned with software architecture and business requirements.
  • Employed critical thinking to analyze problems, assess solutions, and render decisions.
  • Employed exceptional communication to engage with customers, assess needs, and deliver solutions.
  • Conducted remote webinars and on-site presentations to showcase software solutions to prospective customers.
  • Analyzed various software solutions during initial software architecture plotting and system migration planning phase.
  • Crafted comprehensive solution architecture aligned with specific end-user requirements.

Accenture on behalf of Microsoft
Sofia

Azure Ai Advisor
06.2024 - 06.2025

Job overview

  • Resolved client queries and concerns promptly, demonstrating commitment to exceptional customer service.
  • Continuously updated professional knowledge through CPD activities, staying ahead of regulatory changes and industry trends.
  • Consulted with clients using preferred channels, maintaining customer satisfaction.
  • Developed and deepened relationships with new and existing clients.
  • Developed and maintained strong relationships with clients through regular, meaningful communication, building trust and loyalty.
  • Demonstrated advantages and disadvantages of different product decisions to provide options, educating and aligning with needs of clients.
  • Managed a portfolio of high-net-worth individuals, delivering customised advice and exceptional service.
  • Researched market trends and potential technical constraints to optimise planning for new software.
  • Facilitated workshops and training sessions for clients, empowering them with the knowledge to utilise solutions effectively.
  • Analysed customer requirements to design and implement efficient, scalable solutions that improved operational efficiency.

Accenture Bulgaria

Customer Success Manager (Microsoft for Startups)
03.2022 - 06.2024

Job overview

  • Business Relationship Owner: Build coalition of support (IT and business) with customer. Define specific technology outcomes that align to customer strategy.
  • Digital Transformation Leader and Operational Excellence: Lead, drive and manage engagements for repeatable achievement of revenue and consumption targets.
  • Supported customers through implementation, adoption, renewal and growth to drive long-term success and value.
  • Crafted personalised customer success plans, setting clear goals and milestones for client engagements.
  • Led onboarding sessions for new clients, facilitating smooth integration of services and enhancing satisfaction.
  • Monitored customer health scores, proactively addressing risks to prevent churn.
  • Acted as customer voice within organisation by staying aware of customer needs and providing valuable feedback internally.
  • Became customers trusted advisor by driving adoption of company products with focus on achieving desired business outcomes.
  • Managed service escalation by identifying issues, containing impact on clients and addressing issues until brought to resolution.
  • Initiated customer advocacy programs, encouraging referrals and positive testimonials.
  • Provided timely and accurate answers to inquiries and resolved customer concerns by making and following through with realistic commitments.
  • Operationally Excellent: Follow processes, systems, and documentation as expected; identifies issues or barriers to efficiency. Recommends improvements and partners to implement solutions.
  • Value Creator: Identify and articulate business value of role and solutions for customer organization through demonstrations, storytelling, etc. to provide evidence of business value in the customer environment.
  • Consumption: Conduct analyses into what customers are using versus needs. Drives greater consumption with customers based on analysis of both usage and needs. Leverages insights to provide guidance and recommendations to customers; drives, retains, and optimizes customer consumption.
  • Technical Acumen: Apply deep technical knowledge and customer insights to create a modernization roadmap. Architect solutions to meet business and IT needs, ensuring technical viability of new projects and successful deployments, while orchestrating key resources and infusing key Infrastructure technologies.
  • Executive Presence: Engage with and influence business and IT decision makers by providing feedback or insights to help customers define and realize their digital and business transformational targets. Influences others to help meet customer needs and prioritize efforts accordingly. Recognizes systemic issues to resolve.
  • Combining hands-on technical expertise with strategic insight, I guide organizations through the adoption of AI and cloud solutions that drive impactful business change.
  • Holding certifications in AI-900, AZ-305, AZ-104, and AZ-900, my work centers on simplifying complex challenges and fostering digital innovation.
  • Regularly featured as a keynote speaker on industry webinars and podcasts such as Bulbshare and Blastland, I am committed to delivering clarity, innovation, and scalable success.

TRT
Remote Location/EMEA

Client Account Manager
05.2021 - 12.2021

Job overview

  • Daily: Review Outstanding Open Cases every day looking for P1 and Escalation Cases. Reporting to client and TRT Executives on the above cases for each client. Asset List Verification and Management.
  • Deployment Projects, Maintenance and support contracts, Managed Services Projects, Provision of performance reports & statistics to TRT’s management and Executive Board.
  • Updating of CMDB, BOSS, & Wiki documentation, Development of policies and procedures, controlling and measuring TRT’s customer service delivery.

TRT
Zürich

Associate Field Engineer
09.2020 - 03.2021

Job overview

  • Resolve incidents raised by the clients, and implement changes and improvements required by the customers. Incidents and changes can be related to UNIX and Wintel servers, tape libraries/drives, storage devices, printers, and various other pieces of equipment.
  • Onsite break-fix hardware maintenance with assistance from Senior FE, UNIX and Windows Operating System support (onsite) with assistance from Senior FE, Inventory management.
  • Coordinate CMDB updates with GSD, Updating Client Service Delivery Procedures in BOSS, Account Administration Support as assigned requested by the client, Quote preparation for renewals and new business.

Concentrix
Amsterdam

Advisor II, Technical Support
01.2018 - 04.2020

Job overview

  • Assist external/internal users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems.
  • Troubleshoot basic to complex customer issues that are technical in nature; including hardware, software, networking, or other designated client products.
  • Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed.
  • Solve problems that are generally unstructured and require extensive use of conceptual thinking skills.
  • Serve as a resource to other support personnel.
  • Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’).

Staples
Amsterdam

Project Technical Support Specialist
05.2018 - 09.2018

Job overview

  • Technical and operational support, Implementation assistance and knowledge transfer, Database and Reporting.
  • Teleconferencing and live support during installation of services, First point of contact after transition of services - Document, Monitor and Technical support.
  • Reporting and Analyses, Customer Communication, Escalations.

Addeco BG/Hewlett Packard Bulgaria
Sofia

Multi-Supplier Incident Lifecycle Coordinator
06.2015 - 01.2018

Job overview

  • Direct point of contact for Escalated Incidents, Reports to the Escalation Manager, Daily reporting.
  • Handles Disputes between suppliers concerning incident’s ownerships and handling.
  • Ticket analyses, Case Exchange within the ticketing systems/ HPSM, SNOW, Remedy.
  • Incident Management, Problem Management and Change Management processes aligned with ITIL.
  • Leading, organizing and creating collaboration meetings, Service Request Management, Team collaboration and delegation.
  • Training and mentorship responsibilities; Handling Complaints/Compliments.

Adecco- Hewlett Packard
Sofia

First Line Technical Support Analyst
09.2013 - 06.2015

Job overview

  • On Call incident handling and analyses, Customer service as per the required company policy.
  • Windows troubleshooting, Network troubleshooting, Specific Application support, MS Office support.
  • Customer focus, Quality assurance, Active directory, Encryption, Mail/Exchange support.
  • Process and order management assistance, Mentorship, Certified KCS knowledge contribution /Account specified Knowledge Base Engine.

Education

New Bulgarian University

Visual Arts from Photography
5 2013

University Overview

Skills

    • Employee coaching
    • Leadership
    • IT service management
    • ITIL framework
    • Proactive problem-solving
    • Receptive to feedback
    • Analytical reasoning
    • Client relationship management
    • Customer success strategies
    • digital innovation
    • Operational efficiency
    • Analytical thinking
    • Investment portfolio management
    • Market research
    • Workshop organization
    • Stakeholder collaboration
    • client advocacy
    • Risk analysis
    • Service escalation
    • Consumption analytics
    • trust development
    • written communication
    • Resilience
    • Attention to detail
    • Team leadership
    • Client needs assessment
    • Precision reporting
    • decision-making skills
    • Workload optimization
    • Relationship building
    • effective communication
    • Critical thinking
    • Client engagement strategies
    • Decisive resilience
    • Strategic vision development
    • Contract negotiation
    • Consultative strategy
    • Effective presentation
    • Ethical decision-making
    • relationship management
    • Compliance regulation
    • Risk management
    • CRM software
    • Uncertainty management
    • Microsoft Office proficiency
    • event organization
    • Cultural awareness
    • Data analysis tools
    • Constructive feedback
    • Market research
    • Data analysis
    • digital marketing strategies
    • Excel advanced skills
    • business strategic growth
    • Portfolio optimization
    • Portfolio management
    • Real-time portfolio valuation
    • CRM strategy
    • Technical expertise
    • Incident response
    • Client representation
    • Service escalation management
    • Solution architecture
    • poised in stress
    • Effective listening
    • Commitment to excellence
    • Public presentation
    • Data analysis
    • customer-centric
    • Microsoft Office Suite
    • Project management

Languages

English
Italian

References

References

References available upon request

Websites, Portfolios and Profiles

Websites, Portfolios and Profiles

www.linkedin.com/in/aleksandra-mihaylova-10162a135

Certification

Microsoft Azure AI Foundations AI-900

Microsoft Azure Foundations AZ-900

Microsoft Azure Solutions Architect Expert AZ-305

Microsoft Azure Administrator AZ-104

Accomplishments

Accomplishments
  • Concentrix Amsterdam 2019 Award for best ‘ECE receiver’ for exceptional customer experience
  • ISV Champ program
  • Featured Keynote Speaker on GenAI topics on Bulbshare’s webinar

Websites

Timeline

Technical Account Lead | Microsoft ISV Success
Accenture on Behalf of Microsoft
06.2025 - Current
Azure Ai Advisor
Accenture on behalf of Microsoft
06.2024 - 06.2025
Customer Success Manager (Microsoft for Startups)
Accenture Bulgaria
03.2022 - 06.2024
Client Account Manager
TRT
05.2021 - 12.2021
Associate Field Engineer
TRT
09.2020 - 03.2021
Project Technical Support Specialist
Staples
05.2018 - 09.2018
Advisor II, Technical Support
Concentrix
01.2018 - 04.2020
Multi-Supplier Incident Lifecycle Coordinator
Addeco BG/Hewlett Packard Bulgaria
06.2015 - 01.2018
First Line Technical Support Analyst
Adecco- Hewlett Packard
09.2013 - 06.2015
New Bulgarian University
Visual Arts from Photography

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Aleksandra MihaylovaTechnical Account Lead MSFT ISV Success Program