Simon Sapronov Email & Phone Number

Orchestrated the renewal of €400k key accounts in annual revenue, employing strategic negotiation and relationship-building techniques.• Effectively built and maintained long-lasting client relationships, resulting in Monthly Recurring Revenue increase by 45%.• Implemented the customer service audit product, leading to a 20% CSAT increase in delivery of product value to customer.• Pioneered innovative CS strategies (CS Plan, QBRs, low/high touch, etc.) that contributed to a noteworthy 20% boost in client retention.

Led a cross-functional team of 6 professionals across diverse areas for delivering top-tier customer service.• Held financial accountability for decisions on the allocation of company's funds to cover customer and partner expenses during an incident, which led to a 20% minimization of reputational financial losses.• Facilitated inter-department collaboration, enhancing customer service workflows and achieving a 97% success rate in meeting SLA.• Authored comprehensive documentation for incident management procedures forming the introductory training of new employees in the company, which reduced the adaptation time by 15%

Managed the real-time incident solution by identifying the source and providing empathetic, cutting-edge customer service.• Initiated a structured post-incidents review process, providing actionable insights into system vulnerabilities and boosting system resilience.• Coordinated with B2B account management teams to deliver tailored solutions that reduced real-time incidents frequency by 20%.• Negotiated with C-level stakeholders and travel agents during incident response activities to provide timely and accurate information, improving stakeholder satisfaction (NPS) by 30%.