Kristiyan Yotov
Global Program Manager
Sofia
Summary
Encouraging manager with successful history leading and motivating staff members to exceed goals and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance
Overview
6
6
years of professional experience
5
5
Certifications
4
4
Languages
Work History
Global Program Manager
HP Inc
04.2024 - Current
- Leads transformation projects to enable Markets to deliver profitable revenue growth, faster time to revenue and higher customer experience
- Utilizes technical and business skills to lead complex cross-functional program & project activities that have a high impact on Managed Print Services (MPS) & Managed Device Services (MDS)
- Leads and develops product support or solution(s) planning over entire lifecycle, including conformance to pricing strategies, end-to-end service delivery and sales readiness and associated processes
- Represents services on product or solution core teams and provides service requirements into product development stages/phases, e.g., Product warranty support and cost analysis, and Service Product Marketing content/collateral
- Performs business analysis, identifies root cause, and develops recommendations/ solutions to drive business improvements.
- Works across regions/geographies and WW teams to develop and/or implement new/enhanced services, solutions, or programs and associated processes to meet emerging customer/market needs and fuel profitable growth
- Utilizes in-depth understanding of customer business and complex requirements to develop business case, validate the solution, and demonstrate services added value
- Provides mentoring and guidance to peers and lower-level employees
Customer Success Manager - Europe
Cognyte
6 2022 - 04.2024
- Managing complex client relationships throughout the life cycle by ensuring value realization, driving retention and growth, and acting as the voice of the customer
- Working closely with developer team leads, VPs, and sales directors collaborating on solutions and product development to ensure customer success, deepen engagement, and expand sales
- Leading customer projects to completion, ensuring value increase and cost savings by increasing usability and quality of life features, while driving in more income
- Responsible for realizing and expanding sales opportunities, after-sales, up-sales, managing customer roadmaps and success by building business relationships and spotting gaps, needs, and driving development of the region.
Service Delivery Manager, Team Manager
SEMA, HP Inc
11.2020 - 06.2022
- Primary contact for Country and Sub-Regions Delivery and Business Management topics
- Managing 3 teams of 17 Service Delivery Managers responsible for contractual services with partners for a fleet of 150,000 devices and 1 Process Specialist responsible for process improvement, design, and implementation
- Managing hiring and training of new team members; ensuring they receive proper mentoring within the team and monitoring the overall progress
- Ensuring Compliance with Audit and SBC standards for MPS delivery processes, procedures, and business requirements
- Leading, managing, and guiding the team to ensure high-level Service Delivery Management
- Providing specific business knowledge to the team, supporting problem resolution and escalation management
- Developing strategies and business planning to drive improvements for growth, efficiencies, and partner/employee satisfaction
- Responsible for creating a working environment that leads to increased performance that is challenging but in the same time is beneficial and rewarding for the employees and drives individual growth.
Service Delivery Manager
UKI, HP Inc
03.2019 - 11.2020
- Acting as the main point of contact for partners and clients - managing change requests and customer queries
- Managing day-to-day operations
- Leading escalations to successful resolution
- Leading expansion opportunities to successful closure
- Ensuring all contractual agreements are met
- Preparing and leading operational account reviews
- Coordinating all relevant resources - (internal/external teams)
- Responsible for achieving partner satisfaction targets
- Being a trusted advisor to all partners on the entire MPS portfolio & supporting Country Management on profit and loss (P&L) analysis of data/metrics and optimizing performance.
Specialist technical support
TTec for Logitech
11.2017 - 03.2019
- Performing technical and customer support for French and English speaking customers
- The products include speakers, cameras and surveillance, peripherals, and gaming accessories
- In addition to the job, I have been providing help and guidance to the new colleagues and supporting the team leader- organizing personal time off and overtime schedules
- Creating the technical troubleshooting templates
- Following up on tasks for the team and distributing workload
- Providing support for the back office team and approving replacement requests, performing fraud prevention analysis on cases.
Education
Bachelor of Science - Business Management, Bachelor's Degree
New Bulgarian University
04.2001 -
Professional - International Business Management - Finance
Hanze Hogeschool
04.2001 -
Skills
Stakeholder Management
Global Operation
Project Management
Customer Relations
Business Development
Key Accounts Development
Strategic Planning
Training and Mentoring
Region Development
Business Management
Service Delivery
Certification
Customer Success Management
Timeline
Global Program Manager
HP Inc
04.2024 - Current
Service Delivery Manager, Team Manager
SEMA, HP Inc
11.2020 - 06.2022
Service Delivery Manager
UKI, HP Inc
03.2019 - 11.2020
Specialist technical support
TTec for Logitech
11.2017 - 03.2019
Bachelor of Science - Business Management, Bachelor's Degree
New Bulgarian University
04.2001 -
Professional - International Business Management - Finance
Hanze Hogeschool
04.2001 -
Customer Success Manager - Europe
Cognyte
6 2022 - 04.2024