Albena Danovska Email & Phone Number

• Responsible for the successful implementation of complex software in the aviation industry, including supervision of resources, development of service delivery processes, evaluation of implementation solutions, and collaboration with development team to ensure services readiness• Implementing innovations and strategies that help deliver more efficiently and effectively as well as supporting scoping to ensure that proposals match the customer’s needs• Providing direction and guidance to direct reports and other staff in the development of statements of work and project plans to ensure a successful implementation effort• Overseeing each project by ensuring adequate resource availability; monitors and reports project progress to Professional Services management; maintains effective communication with those involved; responsible for issue resolution and follow up of implementation to ensure completion• Maintaining a certain percentage of employee utilization while continuing to keep team up to date on software enhancements• Evaluating customer’s needs and objectives and steering the implementation process to satisfy those requirements• Coordinating and conducts regular team meetings to communicate company and team information; ensures good working relationships are maintained with all personnel involved in the implementation process; maintains open lines of communication with customers, employees and third parties by monitoring/reporting project status, problems, time schedules, and accomplishments on an ongoing basis• Working closely with the Professional Services Leadership team and the customer to resolve any outstanding product, schedule or personnel issues• Participating in sales presentations for new prospects on an as-needed basis; assists the Sales & Marketing Departments in completing RFP’s• Ensuring team remains current on areas of specialization with regard to product changes and enhancements; develops expert, specialized team knowledge

Sofia, Sofia City Province, Bulgaria

• Ensure successful implementation of the company solutions throughout planning, implementation and support• Resolve critical customer escalation issues and serve as a chief advocate for the customers internally• Develop an account plan and recommendations for customers that outline their critical success factors and matrix for success• Monitor and facilitate the customer's adoption of the company solution features and functionality• Conduct regular meetings with the client and make recommendations• Support the sales cycle, including ownership of the Work Order legal document, minimizing risk, accelerating revenue recognition, and maximizing the probability of deal closure• Educate clients on self-service tool, release processes, and other programs to ensure a successful partnership • Maintain working knowledge of each of the company products and service offerings• Identify and secure new sales opportunities of the company products and services through work orders and ensure renewal of maintenance and subscription contracts• Synchronize communication with cross-functional teams to track dependencies and ensure alignment on product level• Provide leadership and coaching guidance, transfer knowledge to the team members• Assign priority, tasks and control their delivery• Set team objectives and evaluate performance• Participate in team member's evaluations

Bulgaria

• Lead the planning and implementation of projects and tasks from initiation to closure• Create a complete and accurate work breakdown structure to estimate efforts andresources, form responsible project teams and provide clear task schedule to relevantparties• Develop and maintain necessary project and delivery documentations (such asSpecifications, SoW, Sign-offs, ect.)• Facilitate and coordinate the operations of different departments & teams to ensure thatthey all pull in the same direction in accordance with the development roadmap• Delivering complex software projects under the pressure of tight deadlines ×cales• Responsible for end to end customer adoption of the software, including projectinitiation, on-boarding, data conversion, system configuration, testing, training, projectclosure and sign off. Fully responsible for client satisfaction throughout the entireimplementation lifecycle• Acting as the liaison between external partners and the internal teams, coordinatingand negotiating development plans, exceptions, re-certification and new integrations• Manage the company release plan - scheduling, coordination, quality control and on-timedelivery• Lead the recruitment phase, manage and organize the work of project andimplementation managers, customer support, and client management operations in:Dubai (UAE), Bangalore (India), Sofia (Bulgaria).• Set performance standards and service goals, suggest efficiency enhancements, analyzeand improve all related internal processes as to increase customer retention and value• Develop and implement training program for all new hires and manage ongoingtraining and skills refreshers for the current ones

Bulgaria

• Define, track and report on key performance indicators to determine supporteffectiveness and efficiency• Collaborate with Product, QA and Engineering teams to resolve complex technicalissues, document product bugs and influence the product and release roadmap• Take ownership of escalated concerns, resolve incidents and service problems bydetermining the root cause of all cases and provide recommendations and direction forsuccessful resolution• Recruit, train and develop the client management divisions, established methodologies andintegrate documented procedures• Responsible for up to 10 agents at a time

• Interact with customers to provide accurate, valid and complete information andprocess it in response to concerns, requests and inquiries about the products andservice• Respect, maintain and comply with the company standards in regards to work ethics,productivity and quality principles• Improve and maintain in depth knowledge of all products, services and internal procedures• Demonstrating open and proactive communication with the client accounts to ensuretrustworthy and sustainable relationship• Perform regular client follow up and participate in other cross-functional projects andinitiatives if needed• Working closely with team members from product management, QA and developmentdivision to resolve bug fixes, advocate product enhancement or provide feedback onimportant system features• Identify, record and respond to customer queries, feedback and enhancements loggedvia phone, e-ticketing system or e-mails in timely and professional manner to increasecustomer retention and value

Sofia, Bulgaria

• New products implementation, market exposure and positioning• Products training, clients' support with proprietary systems, up-sales• Key clients and partners account management• Sales webinars and online presentations on actual product trends and softwareutilization• Sales analysis and reports for performance optimization in B2B environment

• Strategic management • Sales channels development and key clients account management• Corporate relations including contract negotiations• Preparing monthly management reports, including highlights, forecasts, action plans and performance level measurement • Using CRM and other analytical tools to quantify sales effectiveness and efficiency

Bulgaria

• Managing strategic accounts and interacting with key customers• Providing support for interfacing with customers, follow-up consumer requests, goalsor complaints• Follow-up sales targets and participate in sales control• Preparing various forms and reports for sales: credit contracts, timeattendance, invoices and daily allowances• Sales, reservations and ticketing in various CRS and GDS• Managing content and company profiles in internet based business andsocial networking tools

Sofia, Bulgaria

• Internet based software solutions sales and support• Develop a trusted relationship with key clients, stakeholders and partners• Design and utilize customers and prospect profiles in CRM systems as toacquire specific data for product interest and usage• Design and lead client trainings and webinars for increasing products andsystems performance and monetization• Issuing reports and statistics to monitor relations with clients and follow upon customers results• Maximizing the potential of customers through up-selling and cross-sellingrelated products and services

• Preparing and executing internet marketing campaigns• Maintaining customer contacts database in CRM systems• Involved in organizing conferences, offline and online seminars and workshops• Research analyst for PhocusWright study on online travel business in Eastern Europe (November 2011 - February 2012)

Masters, Tourism Management

Activities and Societies: Marketing; Management; Accounting; Economics; Qualimetrics; Corporative culture; Etc.

Bachelor, Economics And Tourism

Activities and Societies: Tourism management; Marketing; Micro and macro economics; Company culture; Advertising; Etc.