Summary
Overview
Work History
Education
Skills
Languages
Relocation
Timeline
Generic
Elena Kurganskaia

Elena Kurganskaia

Belgrade,

Summary

Enterprise professional, highly effective and ready to excel in customer success management. Background includes managing high-value client accounts and delivering tailored solutions to meet customer needs. Renowned for fostering team collaboration and navigating dynamic environments. Expertise in revenue retention, relationship management, strategic planning, and proactive communication.

Overview

11
11
years of professional experience

Work History

Enterprise Customer Success Manager

Semrush
11.2023 - Current
  • Established strong partnerships with high-value enterprise clients (quarterly TCV >12M USD) by consistently delivering high-quality service and support.
  • Leveraged deep product knowledge to provide expert guidance on best practices and optimal usage patterns for clients.
  • Negotiated contract renewals skillfully, securing long-term commitments from key clients while maintaining profitability standards.
  • Facilitated successful upsells and expansions by demonstrating the value of additional products or services to existing customers.
  • Collaborated with cross-functional teams to ensure a seamless customer experience for the users.
  • Conducted regular account reviews, identifying areas of improvement and implementing action plans accordingly.
  • Improved churn rates by effectively managing at-risk accounts through proactive communication and targeted interventions.

DACH Customer Success Manager, Onboarding

Semrush
05.2023 - 10.2023
  • Managed a portfolio of >400 accounts quarterly, successfully maintaining high retention rate and account penetration.
  • Developed comprehensive training materials that facilitated faster customer proficiency with the product.
  • Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
  • Delivered personalized product recommendations to customers based on usage patterns, enhancing their overall experience.
  • Identified upsell opportunities through account reviews, contributing to increased revenue generation.

DACH Account Manager

Semrush
06.2022 - 05.2023
  • Consistently achieved both retention and expansion targets.
  • Outlined product benefits in persuasive and compelling training presentations.
  • Listened intently to customers to identify upselling opportunities.
  • Resolved customer queries and problems using effective communication and providing step-by-step solutions.
  • Built exceptional customer satisfaction by delivering friendly service.
  • Maintained electronic record details, requests for service and actions taken using Salesforce.
  • Updated customer payment plans, ensuring meticulous accuracy when recording and processing account details.

DACH Renewal Sales Specialist

Semrush
02.2022 - 06.2022
  • Followed brand guidelines to provide consistent customer experience.
  • Chased overdue payments and distributed invoices for up-to-date accounting.

DACH Sales Manager

Intergration
06.2020 - 02.2022
  • Constantly achieved set sales targets.
  • Handled over 300 of inbound calls per day.
  • Actively listened to customers to fully understand requests and address concerns.
  • Educated customers on available processes and services to increase sales.
  • Spoke to customers in multiple languages to resolve problems and answer questions.

English Tutor

self-employed
10.2016 - 02.2022
  • Prepared lesson plans in line with curriculum requirements and to suit students needs.
  • Helped underachieving students achieve academic goals by assessing educational weaknesses and finding effective teaching methods.
  • Adapted teaching methods according to situations, topics and age groups for enhanced student outcomes.
  • Managed learning objectives for students by providing comments on learning outcomes.
  • Provided guidance and support to learners to further progression and goal attainment.

English Teacher

Rozhdestvenskaya Secondary School
09.2017 - 08.2018
  • Communicated effectively with parents as appropriate regarding child progress, behaviour and other reports.
  • Evaluated work of students to identify collective trends and challenges, adapting lesson plans accordingly.
  • Planned, created and delivered English subjects based on needs and interests of students.
  • Marked written assessments with detailed feedback, assessing for grammar, spelling, syntax and punctuation.

Student Exchange Coordinator

International Exchange Center
09.2015 - 07.2018
  • Advised students on the proceedings, processes and other matters of international exchange, presenting this through meetings and presentations.
  • Provided administrative support to international exchange programmes such as delegating budgets, managing communications and arranging travel.
  • Connected with professionals in outside offices and distant locations to coordinate work.
  • Prepared contract drafts, purchase orders and business correspondence.
  • Reviewed and completed tax returns and related documentation.

Team Leader

Lapwing International
06.2018 - 07.2018
  • Served as customer service team lead, managed and mentored team of 11 to deliver exceptional service.
  • Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
  • Verified that teams carried out tasks in compliance with company regulations.
  • Tactfully handled complaints from staff, management and clients using excellent problem-solving and dispute resolution skills.

Reception administrator

Hotel Balkanika
05.2017 - 06.2017
  • Welcomed customers by completing check-in procedures and amending required reservation changes.
  • Minimised customer wait times during check-in and check-out by collaborating with colleagues.
  • Managed and dealt with customer complaints by promptly resolving issues and offering helpful solutions.

Personal Assistant

Justin Barton, photographer
02.2017 - 03.2017
  • Performed background research for Justin Barton's project "Cold War" (more at justinbarton.co.uk).
  • Organised personal and professional calendars, including reminders and updates for upcoming meetings and events.
  • Facilitated clear, accurate conversations between individuals speaking different languages.
  • Communicated sensitive issues with care and professionalism.

Arcade Attendant

Jenkinson's Pavilion
05.2016 - 09.2016
  • Processed cash and card payments at stalls.
  • Attended to minor injuries using first aid, reporting incidents as required.
  • Controlled crowd movements in safe, organised manner following established schedule.
  • Responded to guest questions about current facility events and future offerings.

Language Interpreter

ISU Challenger Series
01.2016 - 01.2016
  • Offered face-to-face interpreting services for figure skaters with limited English abilities.
  • Interpreted concepts and relayed relevant information in verbal translations.

Cashier

Dunkin Donuts
05.2014 - 09.2014
  • Participant of the International Student Exchange Program Work and Travel USA.
  • Assessed customer needs through clear communication, anticipating and responding appropriately to queries.
  • Worked overtime shifts to maintain optimal workflow during busy periods or times of unexpected high volume.
  • Maintained high productivity by efficiently processing cash, credit and debit payments.
  • Consulted with customers to help with purchasing decisions.

Language Interpreter

World Combat Games
10.2013 - 10.2013
  • Interpreted concepts and relayed relevant information in verbal translations.
  • Remained knowledgeable in cultural nuances to interpret accordingly.

Education

DaF Certificate - German Language

Nizhny Novgorod State Linguistic University
2020

Bachelor of Education - Teaching Methodology

Mordovia State Pedagogical University
2018

Diploma of Higher Education - Translation & Interpreting

Mordovia State Pedagogical University
2018

Certificate - Teaching Methodology

Mordovia State Pedagogical University
2016

Goethe Zertifikat B1 - German language

Goethe Institut
2015

Skills

  • Customer Success
  • Strategic account management
  • Revenue retention
  • Goal-oriented
  • Upselling and expansion
  • Customer relationship building
  • Data-driven decision making
  • Excellent communication skills
  • Strategic planning

Languages

Russian
First Language
English
Proficient
C2
German
Advanced
C1

Relocation

Willing to relocate: To discuss / Ready for business trips

Timeline

Enterprise Customer Success Manager

Semrush
11.2023 - Current

DACH Customer Success Manager, Onboarding

Semrush
05.2023 - 10.2023

DACH Account Manager

Semrush
06.2022 - 05.2023

DACH Renewal Sales Specialist

Semrush
02.2022 - 06.2022

DACH Sales Manager

Intergration
06.2020 - 02.2022

Team Leader

Lapwing International
06.2018 - 07.2018

English Teacher

Rozhdestvenskaya Secondary School
09.2017 - 08.2018

Reception administrator

Hotel Balkanika
05.2017 - 06.2017

Personal Assistant

Justin Barton, photographer
02.2017 - 03.2017

English Tutor

self-employed
10.2016 - 02.2022

Arcade Attendant

Jenkinson's Pavilion
05.2016 - 09.2016

Language Interpreter

ISU Challenger Series
01.2016 - 01.2016

Student Exchange Coordinator

International Exchange Center
09.2015 - 07.2018

Cashier

Dunkin Donuts
05.2014 - 09.2014

Language Interpreter

World Combat Games
10.2013 - 10.2013

Bachelor of Education - Teaching Methodology

Mordovia State Pedagogical University

Diploma of Higher Education - Translation & Interpreting

Mordovia State Pedagogical University

Certificate - Teaching Methodology

Mordovia State Pedagogical University

Goethe Zertifikat B1 - German language

Goethe Institut

DaF Certificate - German Language

Nizhny Novgorod State Linguistic University

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Elena Kurganskaia