Velichka Kiskinova
Senior Account Manager
Sofia
Summary
Senior Account Manager with 9+ years of experience managing high-value customer accounts, driving revenue growth, and delivering exceptional customer experience. Proven track record in building long-term client relationships, increasing retention, and optimizing customer journeys through strategic account management and cross-functional collaboration.
Overview
7
7
years of professional experience
Work History
Senior Account Manager
Finrax
10.2024 - Current
- Developed and maintained strategic, long-term relationships with global key accounts and executive stakeholders, acting as the primary point of contact and trusted advisor.
- Designed, implemented, and owned strategic account plans focused on increasing customer loyalty, retention, and long-term revenue growth.
- Monitored, analyzed, and reported on key account performance metrics, identifying risks, growth opportunities, and areas for continuous improvement.
- Led customer service and engagement initiatives to consistently improve customer satisfaction, retention, and overall account health.
- Translated qualitative and quantitative customer feedback into actionable product and service recommendations, directly supporting account expansion and customer experience optimization.
- Partnered with internal teams (sales, product, marketing, operations, and support) to ensure timely delivery, seamless execution, and alignment with customer expectations.
- Proactively managed escalations and complex customer issues, ensuring fast resolution and long-term relationship preservation.
- Identified and executed upsell and cross-sell opportunities aligned with customer needs and business objectives.
- Conducted regular business reviews with key accounts to demonstrate value, track KPIs, and align on future growth initiatives.
Senior Account Manager
Micro Focus
10.2019 - 09.2024
- Managed a $10M+ portfolio of enterprise accounts, driving long-term revenue growth and retention.
- Utilized CRM tools to track customer interactions, manage account data, and support data-driven decisions.
- Maintained strong expertise in product features and services to support consultative selling, upsell, and cross-sell initiatives.
- Led account-based marketing and expansion initiatives, increasing customer retention by up to 15%.
- Produced monthly performance and customer service reports, tracking KPIs and account health.
- Handled customer escalations promptly, improving client satisfaction and strengthening key relationships.
- Secured high-value strategic accounts, earning the Top Lead Contributor Award (2020 & 2021).
Sales Lead
NPN Market
05.2019 - 10.2019
- Boosted sales performance by implementing strategic sales plans and conducting regular QBR's
- Built relationships with customers and community to promote long term business growth.
- Enhanced customer satisfaction with personalized follow-up strategies.
Education
Masters Degree - Work And Organizational Psycology - Upcoming
Sofia University St. Kliment Ohridski
01.2026
Bachelor degree - Non formal education
Sofia University St. Kliment Ohridski
06.2014
Skills
Effective communication
Negotiation Skills
Account Management
Problem Solving
Strategic planning
Partnership development
Revenue expansion
Relationship building and management
Cross-functional teamwork
Account development
Tools
Salesforce
Gainsight
Metabase
Pipedrive
Trello
Slack, Teams, Whatsapp
Timeline
Senior Account Manager
Finrax
10.2024 - Current
Senior Account Manager
Micro Focus
10.2019 - 09.2024
Sales Lead
NPN Market
05.2019 - 10.2019
Bachelor degree - Non formal education
Sofia University St. Kliment Ohridski
Masters Degree - Work And Organizational Psycology - Upcoming
Sofia University St. Kliment Ohridski