Dmitrii Matua Email & Phone Number

Bangkok, Th

Sri Lanka

𝐁𝐫𝐚𝐧𝐝 𝐎𝐯𝐞𝐫𝐯𝐢𝐞𝐰: 𝐁𝐞 #𝐢𝐧𝐠𝐒𝐮𝐜𝐜𝐞𝐬𝐬𝐟𝐮𝐥 is a personal brand dedicated to helping clients achieve business transformation and sustainable growth through innovative strategies and technology.𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬:- Service Quality & IT Collaboration: Orchestrated collaboration with the IT department to implement ITIL processes, resulting in improved service quality and ROI.- Account-Based Marketing: Executed account-based marketing strategies to drive sales growth and enhance customer engagement.- AI Strategy & Market Expansion: Developed and launched AI-driven strategies and expanded business into MENA and APAC markets.- Customer Satisfaction & Efficiency: Improved customer inquiry response times and ticket resolution, significantly boosting customer satisfaction.𝐊𝐞𝐲 𝐀𝐜𝐜𝐨𝐦𝐩𝐥𝐢𝐬𝐡𝐦𝐞𝐧𝐭𝐬:- ITIL Implementation: Enhanced service quality and boosted ROI by 15% through ITIL process implementation.- ABM Success: Increased qualified SQL sales by 15% and ARPPU by 12% through targeted account-based marketing strategies.- AI-Driven Project Launch: Successfully launched the Neural Mastery: BizReinvent.AI project, driving MQL growth through AI strategies and webinars.- Global Market Expansion: Expanded business reach into MENA and APAC, increasing revenue and global influence via ChatGPT training webinars.- Operational Efficiency: Reduced response time by 30% and increased ticket resolution by 40%, enhancing customer satisfaction and ROI by 15%.𝐊𝐞𝐲 𝐓𝐨𝐨𝐥𝐬:- CRM Systems: HubSpot, Bitrix24- Automation & AI Tools: make.com, ChatGPT, customer.io, Expandi.io- Project Management: Asana, MIRO, xMind

Global

𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬:- Customer Loyalty & Retention: Proactively managed accounts to boost customer loyalty, retention, and engagement.- Quality Management: Leveraged expertise in ISO 9001:2008 & COPS, leading to a 15% increase in NPS and 10% growth in CSAT.- New Business Initiatives: Initiated and developed new business avenues, including "White label" services, resulting in a 20% customer surge and a 5% increase in ARPPU.- Copywriting & Communication: Provided expert copywriting services to support marketing and customer engagement efforts.𝐊𝐞𝐲 𝐀𝐜𝐜𝐨𝐦𝐩𝐥𝐢𝐬𝐡𝐦𝐞𝐧𝐭𝐬:- NPS & CSAT Improvement: Increased NPS by 15% and CSAT by 10% through rigorous quality management and customer-focused strategies.- Business Growth: Achieved a 20% increase in customer base and a 5% rise in ARPPU by launching "White label" services and exploring new business opportunities.- Effective Communication: Enhanced customer engagement and loyalty through targeted copywriting and communication strategies.

Miami, Florida, United States

𝟏. 𝐒𝐭𝐫𝐚𝐭𝐞𝐠𝐢𝐜 𝐌𝐚𝐫𝐤𝐞𝐭𝐢𝐧𝐠 & 𝐓𝐞𝐜𝐡𝐧𝐨𝐥𝐨𝐠𝐲 𝐈𝐧𝐭𝐞𝐠𝐫𝐚𝐭𝐢𝐨𝐧:- CRM & Email Marketing Strategy: Developed and mapped out comprehensive CRM and email marketing strategies in MIRO, utilizing BPMN and UML diagrams to ensure seamless communication with developers.- CDP & CRM Integration: Selected and implemented customer.io as the CDP, integrated with Bitrix24 using make.com for its efficient No-Code capabilities, enhancing data-driven marketing efforts.- Email Marketing Solutions: Deployed Mailchimp alongside custom email marketing solutions to target segmented customer bases effectively.- Performance Marketing Launch: Created and executed a media plan to drive performance marketing initiatives, aligning marketing efforts with overarching business goals.𝟐. 𝐒𝐚𝐥𝐞𝐬 𝐃𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭 & 𝐀𝐟𝐟𝐢𝐥𝐢𝐚𝐭𝐞 𝐄𝐱𝐩𝐚𝐧𝐬𝐢𝐨𝐧:- Long-term Goal: Set a target to increase ARR by 200% YoY; to generate over $700k NDR per Year my teams, achieving 80% of the target across 80 deals.- Sales Development: Expanded the sales department by hiring two new employees (hired a team of 3 BDMs)- Affiliate Department: Established a new Affiliate department with quarterly and annual plans.𝟑. 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧, 𝐀𝐧𝐚𝐥𝐲𝐭𝐢𝐜𝐬 𝐄𝐧𝐡𝐚𝐧𝐜𝐞𝐦𝐞𝐧𝐭𝐬 & 𝐂𝐒𝐌 𝐃𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭:- Communication Integrations: Integrated Wazzup with Bitrix24 for enhanced communication.- Analytics & Sales Dashboards: Improved analytics and sales dashboards using Bitrix24 BI Constructor.- CSM Coaching & Motivation: - Led coaching sessions for CSM teams, focusing on customer retention strategies and upsell techniques. - Implemented motivation programs to boost team engagement and align CSM performance with company goals.

Miami, Florida, United States

Company Overview: SaaS, Amazon Relay𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬:Automation & Analytics: - Market Research: Selected #Bitrix24, reducing CRM costs by 10%, automating analytics, and improving Lead Generation, Qualification, and Segmentation. Integrated a unified Knowledge Base and Sales Kit for Sales and Customer Success, boosting 𝐝𝐞𝐚𝐥 𝐯𝐞𝐥𝐨𝐜𝐢𝐭𝐲 by 20% - CRM Implementation: Streamlined sales funnels for Customer Success and Sales, enhancing data-driven decision-making and operational efficiency - Sales Cycle Optimization: Shortened the average sales cycle from 15 to 14 days, increasing New MRR by 0.5%Lead Generation & Retention: - Prospecting & Nurturing: Automated prospecting, integrating Sales Navigator with Clay, improving lead quality and conversion rates. Revenue +10% - Sales Performance: Increased 𝐰𝐢𝐧-𝐫𝐚𝐭𝐞 by 3% per month and improved Rep. Velocity by 15% through targeted training and optimized sales processes, implementing SLG and PLG frameworks - Onboarding & Adaptation: Improved onboarding, resulting in a 12% increase in CR1 and smoother customer journeys - Retention: Reduced churn by 2% and improved NRR by 5% over 3 months using automated retention strategies. Raised AOV from $500 to $1,300 through focused cross-selling, upselling, and VP adjustments aligned with ICP.Team Motivation & KPI Development: - Team Development & KPI Implementation: Used Scrum and OKRs to boost CSAT through value-driven hiring and transparent Bitrix24 reporting. Implemented KPIs for Customer Success and Sales, aligning team performance with company goals.𝐊𝐞𝐲 𝐀𝐜𝐜𝐨𝐦𝐩𝐥𝐢𝐬𝐡𝐦𝐞𝐧𝐭𝐬:- CRM Selection: Chose Bitrix24, saving 10% on costs, automating analytics, and boosting deal velocity by 20%- Prospecting Automation: Enhanced lead generation efficiency and quality through integrated tools- Conversion & Retention: Improved onboarding, increasing conversion rates by 12%, and reduced churn by 2%, boosting 𝐍𝐑𝐑 𝐛𝐲 𝟏𝟒%.

Moscow City, Russia

𝐂𝐨𝐦𝐩𝐚𝐧𝐲 𝐎𝐯𝐞𝐫𝐯𝐢𝐞𝐰: 𝐂𝐥𝐨𝐮𝐝𝐦𝐚𝐬𝐭𝐞𝐫, a subsidiary of Softline, is a FinOps platform dedicated to making cloud spending transparent, enabling businesses to manage cloud costs effectively without changing providers or migrating to other technologies.𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬:- SaaS Product Development: Led the development of a new SaaS product, generating three new product positioning strategies that boosted production speed by 3% using PLG methodology.- Customer Development (CusDev): Maintained continuous interaction with the Product Owner and team, collecting product insights from 70 external clients per month (SMB and EPG) in a CusDev format.- Webinar & Client Engagement: Conducted a webinar for internal accounts and potential clients to increase the conversion rate of our product, Coster. Collaborated with the Account Manager at Softline, securing test phases with three major international companies during the MVP stage.𝐊𝐞𝐲 𝐀𝐜𝐜𝐨𝐦𝐩𝐥𝐢𝐬𝐡𝐦𝐞𝐧𝐭𝐬:- Accelerated SaaS Development: Accelerated SaaS product development by 10%, expanding the customer base by 5% through strategic repositioning.- Product Insights & Strategy: Enhanced product positioning strategies and collected valuable customer insights, driving a 3% improvement in production speed.- Client Acquisition: Successfully engaged major international companies during the MVP stage, increasing conversion rates and establishing a foundation for future growth.

St Petersburg, St Petersburg City, Russia

𝐇𝐞𝐚𝐝 𝐨𝐟 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐮𝐜𝐜𝐞𝐬𝐬 with skills in communication, loyalty metrics, sales funnel creation, and team development. Achieved 20% yearly ARPPU growth, and launched 𝐬𝐮𝐜𝐜𝐞𝐬𝐬𝐟𝐮𝐥 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬.𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬:- 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐮𝐜𝐜𝐞𝐬𝐬 𝐏𝐫𝐨𝐜𝐞𝐬𝐬 𝐄𝐧𝐠𝐢𝐧𝐞𝐞𝐫𝐢𝐧𝐠: Simplified onboarding and customer journey processes, leading to a 20% increase in ARPPU and a 15% boost in ROI through better automation.- 𝐀𝐝𝐨𝐩𝐭𝐢𝐨𝐧: Built and fine-tuned CSM funnels from scratch, improving onboarding and forecasting, leading to a 12% increase in conversion rates (CR).- 𝐑𝐞𝐭𝐞𝐧𝐭𝐢𝐨𝐧: redesigned retention strategies using RevOps, leading to a reduction in Churn Rate, a 40% increase in Customer Lifetime Value (LTV), and an 8% boost in Customer Satisfaction Index (CSI).- 𝐃𝐚𝐭𝐚-𝐃𝐫𝐢𝐯𝐞𝐧 𝐀𝐧𝐚𝐥𝐲𝐭𝐢𝐜𝐬: Used data analysis to track and improve key metrics, resulting in a 10% increase in upsell opportunities.- 𝐀𝐮𝐭𝐨𝐦𝐚𝐭𝐢𝐨𝐧 & 𝐂𝐒 𝐎𝐩𝐬: Implemented automation strategies in CS Ops, leading to a 15% increase in ROI.- 𝐐𝐮𝐚𝐥𝐢𝐭𝐲 𝐂𝐨𝐧𝐭𝐫𝐨𝐥: Improved service and communication, which increased NPS by 35% and reduced churn from 7% to 1.5% by following ISO 9001:2008 and COPS standards.𝐊𝐞𝐲 𝐑𝐞𝐬𝐮𝐥𝐭𝐬:- 𝐑𝐞𝐭𝐞𝐧𝐭𝐢𝐨𝐧 & 𝐑𝐞𝐯𝐞𝐧𝐮𝐞 𝐆𝐫𝐨𝐰𝐭𝐡: Lowered churn, raised ARPPU by 20%, and increased ROI by 15%.- 𝐍𝐏𝐒 𝐈𝐦𝐩𝐫𝐨𝐯𝐞𝐦𝐞𝐧𝐭: Increased NPS by 35% with better service and communication.- 𝐀𝐮𝐭𝐨𝐦𝐚𝐭𝐢𝐨𝐧 & 𝐄𝐟𝐟𝐢𝐜𝐢𝐞𝐧𝐜𝐲: Streamlined CS Ops, improving efficiency and ROI by 15%.- 𝐑𝐞𝐯𝐎𝐩𝐬 𝐒𝐮𝐜𝐜𝐞𝐬𝐬: Aligned CS with sales and marketing, boosting product use and revenue.𝐓𝐨𝐨𝐥𝐬:𝐂𝐑𝐌: MS Dynamics 365, Bitrix24𝐀𝐧𝐚𝐥𝐲𝐭𝐢𝐜𝐬: Google Analytics, Yandex Metrics𝐀𝐮𝐭𝐨𝐦𝐚𝐭𝐢𝐨𝐧: make.com𝐈𝐓𝐒𝐌: ServiceNOW𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧 & 𝐑𝐞𝐩𝐨𝐫𝐭𝐢𝐧𝐠: Jira/Confluence, MIRO, Slack𝐐𝐮𝐚𝐥𝐢𝐭𝐲 𝐂𝐨𝐧𝐭𝐫𝐨𝐥: ISO 9001:2008, SLA

St Petersburg, St Petersburg City, Russia

Customer Success Manager Skills for Business Growth!🛠️ Hard Skills🛠️1. CustDev - Understand customer needs & map stakeholders.2. Accounts Receivable - Ensure timely payments.3. OKRs- Set & achieve individual goals.4. Data Analytics - Analyze customer data.5. Customer Experience Mapping - Accelerate sales.6. Client Health Mapping - Monthly metrics (MRR, ARPPU, NPS, CSAT, LTV).🤹Soft Skills🤹1. Relationship Building - Foster strong bonds.2. Communication - Convey solutions effectively.3. Problem-Solving - Find efficient solutions.4. Time Management - Prioritize tasks & meet deadlines.🔄 Cross-Skills 🔄1. Adaptability - Flexibility in dynamic environments.2. Customer-Centric Mindset - Put customers first.3. Feedback Analysis - Use feedback for improvement.4. Cultural Awareness - Adapt to diverse backgrounds.💡Impact on Business: These skills contribute to increased customer satisfaction, reduced churn, and enhanced revenue growth. By effectively utilizing these skills, a Customer Success Manager can drive up to a 15% increase in sales and significantly improve customer retention rates.#CustomerSuccessManager #Skills #BusinessGrowth #CustomerSatisfaction

St Petersburg, St Petersburg City, Russia

𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬:- Customer-Centric Network Support: Provided Level 2 network support, resolving complex issues swiftly to ensure uninterrupted customer operations and enhance satisfaction.- Process Optimization (ITIL): Applied ITIL frameworks to streamline operations, improving service delivery and aligning support processes with industry best practices, crucial for maintaining high customer retention.- Escalation&Compliance: Managed escalations for critical compliance issues (152-FZ and PCI DSS), ensuring complex customer needs were met, fostering long-term trust and loyalty.- Cloud System Enhancement: Implemented fault-tolerant cloud systems, directly contributing to improved customer satisfaction and supporting business growth through reliable service delivery.- Team Collaboration & Development: Worked closely with Level 3 support and mentored Level 1 teams, fostering a culture of continuous improvement and knowledge-sharing, essential for a high-performing customer success team.𝐊𝐞𝐲 𝐑𝐞𝐬𝐮𝐥𝐭𝐬:- Faster Ticket Resolution: Reduced average ticket closure time to 20 minutes, enhancing customer satisfaction and operational efficiency, a key metric in customer success.- Increased Network Uptime: Improved network stability by 15%, directly impacting customer relationships and service availability, critical for retaining customers.- Boosted Loyalty & ROI: Implemented customer-centric strategies that attracted new customers and increased ROI by 10%, demonstrating the ability to drive upsell opportunities and reduce churn in a CSM role.- Ensured Compliance: Maintained smooth compliance with 152-FZ and PCI DSS, building trust and securing long-term partnerships, crucial for customer retention.𝐓𝐨𝐨𝐥𝐬:- Network & Server Management: Cisco Equipment, Windows Server, VMware, vCloud Director- ITSM Systems: ServiceNOW, ITIL frameworks, Jira/Confluence- Automation & Cloud Management: Backup Server, Custom Scripting for Automation

St Petersburg, St Petersburg City, Russia

1. Supporting Company Users: - Key Skills: Customer-centric approach. - Description: Aid employees with tech issues, systems, and tools. - Revenue Impact: Reduces downtime, boosts productivity, positively impacts revenue.2. ServiceDesk (GLPI, ITILv3/ITSM)**: - Key Skills: ITIL knowledge. - Description: Establish a framework for service requests and incident management. - Revenue Impact: Faster resolution, reduced downtime, cost savings, focus on revenue-generating activities.3. L2 Network Support: - Key Skills: Network troubleshooting. - Description: Address complex network issues including device configuration and connectivity. - Revenue Impact: Stable and secure networks reduce downtime, ensure efficient communication, crucial for decision-making and revenue operations.4. Server Administration: - Key Skills: Windows server administration. - Description: Manage server configuration, security, performance optimization, and services. - Revenue Impact: Reliable, secure applications, and data availability boost customer confidence, retention, and revenue growth.5. Vendor Management (Dell, Intel, HP, Blade): - Key Skills: Vendor collaboration. - Description: Communicate and negotiate with third-party companies for hardware and services. - Revenue Impact: Quality service and products at favorable terms, cost savings, stable infrastructure, indirectly bolster revenue.

Master'S Degree In Organizational Management, Management/Entrepreneurship, 4/5

Defended a diploma in the hotel business and implemented a new service (car sharing) in the real business - a small hotel chain..

Master Of Engineering, Organic Synthesis And Polymeric Materials, 4/5

Activities and Societies: I was the Lead Group Leader. My tasks included: 1) Supervising the accounting of attendance at lectures. 2).