Summary
Overview
Work History
Education
Skills
Interests
Timeline
AccountManager
Yanko Kostadinov

Yanko Kostadinov

Account Manager
Sofia,22

Summary

Account Manager with experience in various technical projects, focused on managing enterprise accounts and delivering tailored solutions. Skilled in relationship building, technical communication, and ensuring smooth platform adoption across diverse client needs.

Overview

7
7
years of professional experience
3
3
Languages

Work History

Account Manager

Iris.ai
04.2023 - Current
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Stayed current on company offerings and industry trends.
  • Collaborated with sales team to identify potential upsell opportunities and expand client base.
  • Monitored service after sale and implemented quick and effective problem resolutions.
  • Contributed to event marketing, sales and brand promotion.
  • Developed, maintained and utilized diverse client base.
  • Developed and maintained strong working relationships with professionals within assigned territory.
  • Facilitated client meetings to gather feedback and adjust strategies accordingly, ensuring alignment with client objectives.
  • Collaborated with cross-functional teams to gather information for accurate and comprehensive documentation.
  • Followed company policies and editorial guidelines to craft thorough, well-written content.
  • Conducted thorough document reviews to identify inaccuracies, inconsistencies, or areas needing clarification.
  • Developed multimedia assets such as video tutorials and interactive demos, enhancing user engagement with products.
  • Enhanced user experience by simplifying complex technical concepts into easy-to-understand documentation.
  • Coordinated with subject matter experts to ensure the accuracy of technical content in documentation projects.
  • Participated in usability testing to understand user pain points, then addressed these issues through improved documentation and tutorial content.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Carefully documented technical workflows in private wiki for education of newly hired employees.
  • Collaborated with software developers to gain deep understanding of product features for accurate documentation.
  • Implemented feedback from end-users to continuously improve the quality and effectiveness of documentation materials.
  • Improved product usability with creation of intuitive help documentation and tutorials.
  • Proofread copy written by colleagues to correct spelling, punctuation, and grammar.
  • Worked closely with software engineers, product managers and other departments to determine accuracy and completeness of technical documentation.
  • Conducted user feedback sessions to identify documentation gaps and addressed them, enhancing user satisfaction.
  • Streamlined documentation process, ensuring timely updates with each software release.
  • Translated technical specifications into user-friendly guides, facilitating easier product adoption.
  • Integrated screenshots and diagrams into help articles, making complex processes easier to understand.
  • Identified plans and resources required to meet project goals and objectives.
  • Established effective communication among team members for enhanced collaboration and successful project completion.
  • Coordinated with cross-functional teams to resolve project issues and mitigate risks.
  • Achieved high levels of team engagement and morale by promoting collaborative and inclusive work environment.
  • Monitored project progress, identified risks and took corrective action as needed.
  • Analyzed project performance data to identify areas of improvement.
  • Maintained open communication by presenting regular updates on project status to customers.
  • Facilitated workshops to collect project requirements and user feedback.
  • Facilitated regular communication with clients to ensure their needs were met, fostering long-lasting relationships built on trust and mutual respect.
  • Delivered compelling sales presentations to prospective clients, highlighting the unique value proposition of our products and services.
  • Kept meticulous client notes and updated account information in company databases.
  • Boosted customer satisfaction levels by providing detailed bug reports and prioritizing critical issues for resolution.
  • Monitored resolution of bugs, tested fixes, and helped developers tackle ongoing problems.
  • Expedited bug resolution timeline by effectively triaging reported issues based on severity, priority, and reproducibility criteria.

Technical Presales Consultant

ZigiWave
09.2021 - 03.2023
  • Established strong relationships with customers by providing ongoing support and addressing concerns promptly.
  • Supported sales team success by delivering technical expertise during client meetings and presentations.
  • Assisted in closing deals by addressing customer objections and demonstrating the value of proposed solutions.
  • Increased win rate by developing compelling solution presentations that effectively showcased product capabilities.
  • Enhanced customer satisfaction by conducting product demonstrations and providing tailored solutions to clients.
  • Developed customized product configurations based on client requirements, ensuring optimal functionality.
  • Collaborated with product management teams to provide feedback on market trends and contribute to product improvements.
  • Collaborated with engineering teams to address complex technical challenges encountered during presales phase.

Technical Lead for Azure App Services

Tek Experts
01.2021 - 09.2021
  • Mentored junior developers through regular 1-on-1 meetings, providing guidance on best practices, coding standards, and career growth opportunities.
  • Coordinated with cross-department teams like QA, DevOps, and Support to ensure seamless end-to-end software delivery process.
  • Increased application stability by regularly monitoring performance metrics, addressing bottlenecks proactively to minimize downtime occurrences.
  • Drove customer satisfaction by prioritizing feature requests based on detailed analysis of user feedback and market trends.
  • Optimized resource allocation across multiple concurrent projects by closely tracking team capacity levels against project deadlines and milestones.
  • Provided educational expertise and mentoring to junior team members.
  • Analyzed performance metrics to identify bottlenecks in development processes, implementing solutions that boosted efficiency.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Technical Support Engineer Level 2 | MS Azure

Tek Experts
08.2019 - 01.2021
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
  • Mentored junior members of the team on best practices in issue resolution techniques.
  • Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
  • Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Performed root cause analysis of reported issues to enact corrections.
  • Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
  • Earned recognition from management for consistently delivering exceptional service quality.
  • Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
  • Consistently met or exceeded performance metrics, contributing to overall team success.
  • Collaborated with cross-functional teams to develop solutions for recurring technical problems.
  • Met with team personnel to share details of discovered issues and recurrent custom complaints.
  • Delivered Tier-3 support and SME input to internal and external customers.
  • Led training sessions for new staff to ensure high-quality technical support standards across team.
  • Enhanced user experience by resolving complex software issues swiftly.
  • Developed and maintained technical documentation, aiding in quicker onboarding of new team members and serving as reference tool.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Monitored system performance to identify potential issues.
  • Created user accounts and assigned permissions.
  • Developed and implemented preventive maintenance procedures.

Business Application Support | Google Workspace

Sutherland Global
06.2018 - 08.2019
  • Self-motivated, with a strong sense of personal responsibility.
  • Excellent communication skills, both verbal and written.
  • Proven ability to learn quickly and adapt to new situations.
  • Skilled at working independently and collaboratively in a team environment.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Passionate about learning and committed to continual improvement.
  • Worked well in a team setting, providing support and guidance.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Resolved problems, improved operations and provided exceptional service.

Marketing Trainee

ITN&Co.
01.2018 - 04.2018
  • Participated in brainstorming sessions to generate creative ideas for campaigns.
  • Enhanced brand visibility by executing targeted marketing campaigns.
  • Increased customer engagement with the creation of compelling social media content.
  • Analyzed market trends to identify new business opportunities for product expansion.
  • Managed company''s blog, sharing industry insights and promoting company values to build a loyal following.
  • Contributed to the development of targeted marketing strategies based on customer data analysis and segmentation techniques.
  • Provided support to sales team, aiding in the preparation of presentations for client meetings.
  • Distributed advertising and marketing collateral to store locations.
  • Responded to customer inquiries promptly and professionally to increase customer satisfaction.
  • Created reports to track performance of marketing campaigns and suggest improvements.
  • Determined customers' needs and provided brand awareness and recommendations to fulfill requirements.

Education

Master of Arts - Advertisement, Marketing And Brand Management

VUZF | Partnership Saatchi & Saatchi Sofia
Sofia, Bulgaria
04.2001 -

BBA - Financial Marketing And Management

VUZF
Sofia, Bulgaria
04.2001 -

High School Diploma -

Private Professional High School "Banker"
Sofia, Bulgaria
04.2001 -

Skills

Account management

Interests

Sports

Podcasts and Popular culture

Health and Science

Timeline

Account Manager

Iris.ai
04.2023 - Current

Technical Presales Consultant

ZigiWave
09.2021 - 03.2023

Technical Lead for Azure App Services

Tek Experts
01.2021 - 09.2021

Technical Support Engineer Level 2 | MS Azure

Tek Experts
08.2019 - 01.2021

Business Application Support | Google Workspace

Sutherland Global
06.2018 - 08.2019

Marketing Trainee

ITN&Co.
01.2018 - 04.2018

Master of Arts - Advertisement, Marketing And Brand Management

VUZF | Partnership Saatchi & Saatchi Sofia
04.2001 -

BBA - Financial Marketing And Management

VUZF
04.2001 -

High School Diploma -

Private Professional High School "Banker"
04.2001 -

Similar Profiles

CREATE PROFILE
Yanko KostadinovAccount Manager