Dynamic Azure and AI Advisor with a robust background in customer success management, digital transformation, and IT service management. Expertise in client relationship management, operational excellence, and consultative approaches that deliver customized solutions driving significant business outcomes. Proficient in workshop facilitation, risk assessment, and consumption analysis, consistently fostering trust and loyalty through empathetic communication and proactive client advising. Certifications in AI-900, AZ-305, AZ-104, and AZ-900 demonstrate strong technical acumen in cloud solutions and AI adoption, complemented by a reputation as a keynote speaker dedicated to promoting scalable innovation while ensuring compliance with regulatory standards.
Hi, I’m
Aleksandra Mihaylova
Sofia
Summary
Overview
13
years of professional experience
1
Certification
Work History
Accenture on Behalf of Microsoft
Technical Account Lead ISV Success Program
06.2025 - Current
Job overview
- Enhanced depth of understanding regarding data entry analysis and reporting.
- Demonstrated leadership capabilities by effectively motivating and inspiring others.
- developed strong leadership skills through project management from initiation to completion.
- Showcased robust organizational and time management abilities while coordinating various projects.
- Worked effectively in fast-paced environments.
- Applied effective time management techniques to meet tight deadlines.
- proactive with heightened sense of personal obligation.
- Delivered services to customer locations within specific timeframes.
- Organized and detail-oriented with a strong work ethic.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Managed time efficiently in order to complete all tasks within deadlines.
- Skilled at working independently and collaboratively in a team environment.
- Goal-oriented professional with proven success in applying analytical skills to solve complex problems and overcome challenges. Dedicated to enhancing team performance and driving business success.
- Demonstrated strong organizational and time management skills while managing multiple projects.u
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Gained extensive knowledge in data entry, analysis and reporting.
- Gained strong leadership skills by managing projects from start to finish.
Accenture on behalf of Microsoft
Azure Ai Advisor
06.2024 - 06.2025
Job overview
- Handled client inquiries and issues swiftly, reflecting commitment to outstanding customer service.
- consistently advanced professional expertise via CPD activities, remaining informed on regulatory changes and industry trends.
- Engaged with clients through chosen communication channels, maintaining strong customer satisfaction.
- Enhanced and expanded connections with both new and existing clients.
- Established and nurtured strong client relationships through frequent, meaningful interactions enhancing trust and loyalty.
- Illustrated benefits and drawbacks of diverse product choices to educate and meet client requirements.
- Led portfolio strategy for high-net-worth clients, ensuring bespoke consultancy and excellent service.
- Evaluated market trends and assessed potential technical limitations to refine planning for new software.
- Led workshops and training sessions for clients, enabling effective utilization of solutions.
- Assessed customer needs to create and deploy effective scalable solutions that optimized operational efficiency.
Accenture Bulgaria
Customer Success Manager (Microsoft for Startups)
03.2022 - 06.2024
Job overview
- Built strong partnerships across IT and business units to support customer initiatives. Outlined specific technology outcomes that directly supported customer strategic goals.
- digital transformation leader and operational excellence: spearhead, drive, and manage engagements for consistent achievement of revenue and consumption targets.
- Facilitated customer success through implementation, adoption, renewal, and growth initiatives driving long-term value.
- Developed tailored customer success plans establishing clear goals and milestones for client engagements.
- Facilitated onboarding sessions for new clients, promoting efficient integration of services and elevating satisfaction.
- Tracked customer health metrics, proactively mitigating risks to reduce churn.
- Served as customer advocate within organization while remaining attuned to customer needs and delivering valuable internal feedback.
- Cultivated trusted advisor relationship with customers through strategic product adoption aimed at fulfilling specific business needs.
- Oversaw service escalation by pinpointing issues affecting clients and resolving challenges until completion.
- Established customer advocacy initiatives fostering referrals and cultivating positive testimonials.
- Facilitated timely and accurate inquiry responses, effectively resolving customer concerns with realistic follow-through on commitments.
- Ensured adherence to processes, systems, and documentation standards. Identified inefficiencies and barriers affecting operational excellence. Recommended improvements and collaborated with teams to implement solutions.
- Value creator: Recognize and express business significance of role and solutions for customer organization through demonstrations, storytelling, etc. to illustrate business value in customer environment.
- Performed detailed analyses comparing customer usage and needs to drive consumption growth. Developed tailored recommendations based on insights derived from consumption data. Optimized strategies for retaining customers through effective consumption management. Utilized insights from analyses to enhance guidance provided to customers.
- Developed modernization roadmap by applying technical expertise and customer insights. Architected solutions aligned with business and IT requirements, ensuring project viability. Orchestrated key resources for successful deployments of innovative technologies. Integrated essential infrastructure technologies to enhance overall system performance.
- Provided insights that influenced IT and business decision-making for transformational success. Resolved systemic problems, ensuring seamless project implementation. Engaged with leaders to refine and realize digital strategies. Assisted customers in defining goals through strategic feedback.
- Leverage hands-on technical expertise alongside strategic insight to steer organizations toward effective adoption of AI and cloud solutions, fostering significant business transformation.
- Acquiring certifications in AI-900, AZ-305, AZ-104, and AZ-900, efforts concentrate on simplifying complex challenges and promoting digital innovation.
- Actively engaged as keynote speaker on various industry webinars and podcasts like Bulbshare and Blastland
TRT
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
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
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
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
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
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
05.2013
University Overview
Skills
- Mentoring experience
- Strategic leadership
- IT service operations
- ITIL process implementation experience
- Proactive problem-solving
- Receptive to feedback
- Analytical problem solving
- Client interaction techniques
- Customer success strategy
- Digital strategy development
- Process optimization
- Strategic problem analysis
- Strategic portfolio oversight
- Market research
- Effective workshop facilitation
- Stakeholder collaboration
- Client engagement
- Risk analysis
- Service escalation coordination
- Data consumption analysis
- Fostering trust
- Effective written and verbal communication
- Resilience under pressure
- Detail-oriented
- Team leadership
- Client requirement assessment
- Accurate reporting
- Strategic decision-making
- Time management
- Partnership development
- Active listening and empathy
- In-depth evaluation
- Proactive client consultation
- Strategic decision-making in challenging situations
- Long-Term vision creation
- Negotiation and terms
- Consultative approach
- Persuasive presentation
- Ethical judgement
- Rapport building
- Compliance regulation understanding
- Risk management tools
- Customer relationship management software
- Dealing with uncertainty
- Microsoft office suite mastery
- Client event hosting
- Cross-Cultural sensitivity
- Data analysis software
- Constructive feedback giving
- Research and analysis
- Statistical analysis
- Digital marketing campaigns
- Advanced excel proficiency
- Business development
- Portfolio optimisation
- Portfolio management software
- Real-time client portfolio valuation
- Customer relationship management
- Technical acumen
- Incident management
- Client advocacy
- Service escalation
- Solution design
- Calm under pressure
- Active listening
- Commitment to excellence
- Public speaking
- Analytical and critical thinking
- Customer focused
- MS Office Suite
- Project planning and coordination
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
Certification
Microsoft Azure AI Foundations AI-900
Microsoft Azure Foundations AZ-900
Microsoft Azure Solutions Architect Expert AZ-305
Microsoft Azure Administrator AZ-104
Languages
English
Italian
References
References
References available upon request
Websites, Portfolios and Profiles
Websites, Portfolios and Profiles
www.linkedin.com/in/aleksandra-mihaylova-10162a135
Timeline
Technical Account Lead ISV Success Program
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