Max Vasyliev Email & Phone Number

Kyiv, Kyiv City, Ua

Kyiv City, Ukraine

- Collaborated with Product Managers and Designers to plan, prioritize, and execute research projects utilizing diverse UX research methods, resulting in improved product design and better customer satisfaction- Led the planning, execution, and analysis of B2B consumer research projects at all stages of the product lifecycle, leveraging research insights to inform design decisions and drive business growth- Successfully led 50+ research projects of varying complexity, from small… Show more - Collaborated with Product Managers and Designers to plan, prioritize, and execute research projects utilizing diverse UX research methods, resulting in improved product design and better customer satisfaction- Led the planning, execution, and analysis of B2B consumer research projects at all stages of the product lifecycle, leveraging research insights to inform design decisions and drive business growth- Successfully led 50+ research projects of varying complexity, from small unmoderated usability tests to large-scale studies that defined the company's Ideal Customer Profile (ICP). - Worked closely with a Product team to support ongoing validation and discovery.- Led an initiative to streamline the recruitment of existing users for research, resulting in the consolidation of disparate tools and a reduction in complexity, time, and cost. Show less

Kyiv, Kyiv City, Ukraine

- Renewals. Identifying at-risk customers and helping reduce churn.- Identifying upsell opportunities and collaborating with Account Managers to drive expansion.- Driving adoption and usage of PandaDoc through ongoing engagement with customers- Conducting QBRs and Success KPIs reviews for bigger accounts.- Collecting customer feedback and identifying insights that can help improve the product

Kyiv, Kyiv City, Ukraine

- Managing every aspect of the post-sales relationship with customers - Responsible for upselling and expansion of existing accounts to increase the LTV - Responsible to renewals and client retention - Collecting customer feedback and identifying insights that can help improve the product - Educating clients on the value they can get from the product and help them unlock value from new features and unexplored capabilitiesAchievements - Managed the portfolio of over… Show more - Managing every aspect of the post-sales relationship with customers - Responsible for upselling and expansion of existing accounts to increase the LTV - Responsible to renewals and client retention - Collecting customer feedback and identifying insights that can help improve the product - Educating clients on the value they can get from the product and help them unlock value from new features and unexplored capabilitiesAchievements - Managed the portfolio of over 100 of the company’s most profitable accounts. - Was directly involved in the company's restructuring and designing the new upsell and renewal processes for the reduced customer experience team during the event industry crisis caused by covid-19 outbreak. Show less

Kiev Region, Ukraine

- Ensuring active use and customer's success with the product. - Proactively monitoring customer activity and providing insights to clients via phone and email to improve outcomes. - Identifying customer needs to advocate the most relevant features/functionality. - Working with internal teams to identify and address any issues that will delay onboarding.Achievements - Managed a pipeline of 70+ customers at a time throughout the onboarding process. - Maintained the… Show more - Ensuring active use and customer's success with the product. - Proactively monitoring customer activity and providing insights to clients via phone and email to improve outcomes. - Identifying customer needs to advocate the most relevant features/functionality. - Working with internal teams to identify and address any issues that will delay onboarding.Achievements - Managed a pipeline of 70+ customers at a time throughout the onboarding process. - Maintained the average NPS score at 8.87 (company’s average - 8.7). - Helped driving renewals by implementing an early renewal initiative for new customers. - Conducted customer interviews on a regular basis. - As a side project, created internal training manuals for a new complex product release and led training sessions for the entire customer experience team: sales, success and support. Show less

Kiev Region, Ukraine

- Handling incoming requests via chat, phone, private email and email ticketing system;- Understanding and analyzing customers’ needs; - Handling client’s requests, setting deadlines and ETA. - Writing and maintain articles in the company's knowledge baseAchievements - Maintained a 96% satisfaction rating over the entire period of work. - Maintained an average response rate for live chats in under 2 minutes (3min company’s average) and 1 hour for emails (2.5 hours… Show more - Handling incoming requests via chat, phone, private email and email ticketing system;- Understanding and analyzing customers’ needs; - Handling client’s requests, setting deadlines and ETA. - Writing and maintain articles in the company's knowledge baseAchievements - Maintained a 96% satisfaction rating over the entire period of work. - Maintained an average response rate for live chats in under 2 minutes (3min company’s average) and 1 hour for emails (2.5 hours company’s average). - Worked closely with the dev team and managed the bug reporting board. Helped testing new software releases. - Wrote over 40 articles for the company’s help center from scratch and was continuously making updates to many more. Show less

Украина

- Organizing CRM records and managing CRM requests- Executing various sales and research tasks- Working with foreign clients- Communicating with the Sales & Technical Teams- Preparing promotional materials

Украина