Ilya Shapiro Email & Phone Number

New York, New York, Us

• Consulted on strategic growth operations including research and contract negotiations.• Advised on business development and communications with external partners, and public & private government agencies.• Researched and Implemented hardware and software tools to increase logistics and data processing efficiency.

New York, Us

I lead a growing team of 6 CSMs specialized in growing the Accountants & Bookkeepers vertical - which were some of our top-tier power users. I was both a point escalation and responsible for building out processes and a support structure to scale and grow the CS team. This often included fostering a new channel of communication with the product team to more efficiently relay client feedback and drive product growthAchieved Retention: 94%+KPI's: Onboarding Volume, Adoption, RetentionTeam Size: 6 Individual Contributors (2 on-site + 4 remote)Sales Methodologies: Land & Expand, SandlerTarget Customer Size: SMBVertical Industries: Accountants & Bookkeepers

New York, Us

Tapped to launch the new strategic CS team focused on Accountants & Bookkeepers with two key areas of responsibility. Primary responsibility was managing the client relationship, leading product demos, and being the primary point of escalation. Secondary responsibility was developing a full range of customer engagement and retention processes as well as best practices for engaging with external accountants and bookkeepers. Initial projects included:• Worked with operations and data teams to identify and aggregate data needed for efficient customer engagement efforts• Worked with Accountants & Bookkeepers Sales team to establish efficient account handoff processAchieved Retention: 98%+KPI's: Onboarding Volume, Adoption, Retention, Team Managed: 2 Individual ContributorsSales Methodologies: Land & ExpandTarget Customer Size: SMBVertical Industries: Accountants & Bookkeepers

New York, Us

I took ownership of a 500+ book of business to manage the post-sales customer relationship of inbound accounts. I was key in supporting the 3-fold growth of the strategic customer success team over a 6-month period by working cross-functionally with the sales, operations, and support teams to support client needsInitial projects included:• worked to develop a processes for customers touch cadences still used by the CS teamAchieved Retention: 96%+KPI's: Adoption, RetentionSales Methodologies: Land & ExpandTarget Customer Size: SMBVertical Industries: Wine & Spirits

London, London, Gb

I was the primary point of contact for client relationship. Primary responsibility was developed client campaign strategy for onsite customer journeys and then compile analysis of individual campaign performance as well as macro on-site consumer behavior. for new clients I was responsible for leading client onboarding from the initial site analysis through to developing and implementing the core and promotional strategies.Achieved Retention: 90%+Book of Business ARR ($): 100k-1mKPI's: Upsell, Renewals, QBRs, Implementations, Demos, OnboardingTarget Customer Size: Mid-marketAverage # of clients: 6Notable Clients: Rogaine, NEST, Awara, Fatheads

Cleveland, Ohio, Us

• Managed new client implementations by coordinating multiple resources and projects across several departments• Worked with internal and external teams to coordinate third-party vendor integrations into our software solution• Lead technical client status calls and on-site meetings to grow client’s understanding of the software solution• Worked with the sales team to lead needs-assessment meetings for potential new client accounts• Lead client facing and internal quality assurance and UAT meetings• Worked with the technology engineering team to develop and test new product enhancement projects• Lead individual and group training sessions on existing and new product enhancement for client service department

Cleveland, Ohio, Us

• Managed client relationship with several well-known national brands including Volkswagen, Goodyear, Volvo Penta, Hallmark, T-Mobile, Kyocera, PrimaLoft, and Rent-A-Center• Managed and trained 5 client service team interns and new-hires• Lead client status calls, project updates, and on-site meetings• Lead 2 client migration projects, transitioning existing clients to a new software platform• Assisted in quality assurance testing during 11 software upgrades over a 3 year span• Created and deployed over 3 dozen marketing and user awareness emails that resulted in as much as a 50% increase in average site usage• Created and deployed 3 user satisfaction surveys, one of which resulted in over 20% increase in average site usage• Created internal and external facing training documentation that aided in decreasing support requests by over 30%• Trained 5 client service team interns and new-hires• As part of an internal initiative team, created a 3-tiered solution to help improve communication/interactions between client service & client operations departments

Cleveland, Ohio, Us

• Created over a dozen articles and blog posts that were engaged and accumulated thousands of shares across social media• Worked on UI/UX and site redesign for 3 well-known area businesses• Created presentations for new client and prospecting seminars• Curated content across internal social media accounts to help drive brand awareness and recognition

Duluth, Georgia, Us

Intern Responsibilities:• Insurance & wealth management sales• Recruiting prospective clients

Columbus, Oh, Us

• Sales representative • Customer service

Bachelor Of Business Administration (Bba), Marketing/Marketing Management, General

Information Technology

Education record