Polina Hristova

• Manage strategic relationships with global enterprise clients, acting as the primary point of contact throughout onboarding, implementation, and ongoing service delivery.
• Lead end-to-end onboarding and implementation projects, ensuring contractual obligations, project milestones, service level agreements (SLAs), and customer expectations are consistently achieved.
• Develop and execute comprehensive implementation plans covering project scope, timelines, resources, risks, dependencies, and stakeholder communications.
• Coordinate cross-functional teams across Product, Engineering, Tax, Audit, Finance, Operations, and Technical Support to deliver complex client implementations.
• Facilitate discovery workshops, business requirements gathering, platform configuration, user training, and go-live activities to ensure successful customer adoption.
• Drive continuous service improvement by analyzing customer feedback, operational metrics, support trends, and key performance indicators to identify opportunities for process optimization.
• Own and administer the Jira Service Management client support portal, ensuring efficient service delivery, streamlined request management, and a consistently high customer experience.
• Create, maintain, and continuously improve customer-facing knowledge base articles, user guides, and internal documentation, enabling self-service support and increasing operational efficiency.
• Design and implement support workflows, request types, automations, and knowledge management processes within Jira Service Management to improve service quality and response times.
• Achieve and maintain a 5-star Customer Satisfaction (CSAT) rating, consistently delivering exceptional client support and building trusted long-term partnerships.
• Resolve complex implementation and operational issues through proactive risk management, cross-functional collaboration, and effective stakeholder communication.
• Produce executive project updates, governance reports, implementation documentation, and customer communications to ensure transparency throughout the project lifecycle.
• Partner with Product and Development teams to translate customer feedback into platform enhancements, contributing to continuous product improvement.
• Deliver training sessions, onboarding materials, and knowledge-sharing initiatives for both clients and internal teams to support successful adoption and operational excellence.

• Led end-to-end onboarding and implementation of enterprise VAT recovery programs for multinational organizations across EMEA.
• Managed complex implementation projects from discovery through to go-live, coordinating Product, Tax, Engineering, Audit and Client Services teams.
• Developed detailed implementation plans covering scope, milestones, resource allocation, risk management and stakeholder communications.
• Delivered customer workshops, requirements gathering sessions, solution demonstrations and end-user training to ensure successful platform adoption.
• Acted as primary client contact throughout implementation, providing executive-level project governance and regular progress reporting.
• Identified implementation risks and dependencies early, coordinating cross-functional teams to deliver projects on time and within agreed objectives.
• Supported product enhancements by translating client requirements into actionable improvements for internal development teams.

Role: Project Manager / Client Services Lead

Client: Ricoh – Global digital workplace technology provider operating in more than 190 countries.

Project objective
Lead regional implementation of Fintua's Recover platform to standardize Travel & Expense VAT recovery processes across Ricoh's EMEA operating companies following deployment of new global expense management platform.

Responsibilities

• Managed onboarding of multiple Ricoh entities across EMEA region as part of a phased implementation program
• Coordinated internal Tax, Audit, Product, Development and Operations teams alongside Ricoh's Procurement and Finance stakeholders.
• Designed and executed implementation plans, onboarding schedules and governance processes across multiple jurisdictions.
• Facilitated implementation workshops, VAT process reviews, system configuration and user onboarding.
• Managed project risks, issue resolution and stakeholder communications throughout rollout.
• Ensured compliance with country-specific VAT regulations while supporting automated recovery processes.
• Supported change management activities that enabled consistent adoption of standardized VAT recovery procedures.

Business Results

✔ Delivered implementation of a standardized VAT recovery model across EMEA.

✔ Contributed to 60% increase in Travel & Expense policy compliance.

✔ Helped automate VAT recovery processes, reducing manual intervention and improving operational efficiency.

✔ Enabled improved VAT governance, audit readiness and visibility across regional finance teams.

✔ Supported implementation that maximized VAT recovery opportunities while strengthening compliance.

• Managed client communication via telephone and Microsoft Teams
• Conducted external demonstrations of company platforms for clients and stakeholders
• Addressed client queries and coordinated information requests, enhancing communication efficiency
• Provided timely customer support via JIRA Service Desk, ensuring client satisfaction
• Facilitated resolutions for junior team members' operational queries, fostering a collaborative team environment
• Collected and processed required documents within strict deadlines

• Assisted teachers in delivering educational support and managing classroom activities to enhance student learning at Sudbrook School
• Cared for children in various households, ensuring a safe and engaging environment while supporting their developmental needs
• Personal assistant - private - October 2008 - May 2020