Summary
Overview
Work History
Education
Skills
Interests
Timeline
Generic

Elena Vitkin

Customer Success Leader
Erie,CO

Summary

I am a customer success evangelist with a passion for learning, mentorship, and improvement. I love creating new things (like services, processes, and offerings), digging into data, and discovering new facts. I have more than twenty years of experience in the IT field and more than forty years of learning about the human condition, and I have fun merging the two into my current expertise area of Customer Success. I am a collaborative leader with a dedication to promoting an engaged, empowering work culture. My strengths are in building and maintaining relationships with a diverse range of stakeholders and teams. I am currently seeking a Customer Success Director position in a dynamic, inclusive company to further my professional career and allow me to apply my talents in problem-solving, process improvements, and people leadership.

Overview

18
18
years of professional experience
3
3
years of post-secondary education

Work History

Customer Success Director

World Wide Technology, Inc.
12.2022 - Current
  • Built a customer success organization from the ground up including systems, processes, and tools to ensure unparalleled client experience.
  • Championed a dynamic team through the trenches of new and non-existing processes and procedures.
  • Revolutionized our customer success operations by implementing Gainsight, a best in class customer success system.
  • Collaborated with operational teams on streamlining clients' service delivery.
  • Organized and managed business operations of the managed services department.
  • Exercised leadership capabilities by successfully motivating and inspiring others.

Customer Success Team Manager

World Wide Technology, Inc.
12.2019 - 12.2022
  • Championed data-driven decision-making by utilizing analytics to identify trends and develop action plans for improvement.
  • Streamlined reporting processes to provide clients with timely insights on key performance indicators crucial for their business success.
  • Championed innovative solutions that empowered customers to optimize their use of the product or service effectively.
  • Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
  • Implemented effective communication strategies that fostered long-lasting connections with customers.

Client Experience Champion

World Wide Technology, Inc.
01.2018 - 11.2019
  • Collaborated with cross-functional teams to ensure seamless integration of client feedback into product development processes.
  • Managed high-value accounts, consistently exceeding expectations and cultivating trust among stakeholders.
  • Spearheaded initiatives to improve overall client experience, including staff training and process improvements.
  • Championed a company culture focused on delivering exceptional service, fostering employee alignment and dedication towards meeting clients' expectations.
  • Established a comprehensive onboarding program tailored towards meeting each new clients'' unique needs ensuring lasting relationships.
  • Evaluated client feedback data to identify areas of improvement and prioritized resources accordingly, resulting in continuous enhancement of the customer experience.
  • Developed long-lasting client relationships through providing exceptional service and personalized attention.
  • Built strong internal partnerships with sales, marketing, operations, and other departments to align on best practices for enhancing the overall client experience.

PMO Manager

World Wide Technology, Inc.
01.2017 - 12.2017
  • Collaborated with executive leadership on strategic objectives aligned with organizational goals, ensuring successful implementation at the PMO level.
  • Championed a culture of continuous learning by organizing training sessions, workshops, and conferences.
  • Managed a diverse team with effective leadership skills, fostering positive working relationships among team members.
  • Enhanced team collaboration by fostering a culture of transparency and accountability.
  • Mentored junior project managers through ongoing coaching and support, contributing to their professional growth and development.
  • Was responsible for the team's adherence to robust risk management strategies to identify, assess, and mitigate potential threats to project success.

Sr. Project Manager

World Wide Technology, Inc.
09.2013 - 12.2016
  • Developed comprehensive project plans, identifying risks and mitigation strategies for timely completion.
  • Collaborated with business analysts to gather requirements, ensuring projects met client needs and expectations.
  • Presented regular status reports to executive leadership, providing insights into progress made toward achieving key milestones.
  • Adapted quickly to unexpected challenges or obstacles encountered during project execution, devising creative solutions without compromising objectives.
  • Nurtured strong working relationships with internal and external stakeholders, building trust and credibility that facilitated smooth collaboration on shared goals.
  • Conducted post-project evaluations to identify areas of improvement and implement corrective actions for future endeavors.

Program Manager

Xerox Business Services, LLC
05.2009 - 09.2013
  • Simultaneously managed multiple small, medium, and large-scale projects of significant complexity covering areas of network and end-user security, PCI compliance, and systems implementation/integration.
  • Managed projects from initiation through delivery, interfacing with customers, vendors, department personnel and executive level leadership on project’s progress and/or risks.
  • Organized project activities that may require interdepartmental meetings and communication ensuring completion of the program/project on schedule and within budget constraints.
  • Assigned and directed the work of technical personnel providing support and interpretation of instructions/objectives.
  • Directed the activities of project support staff and sub-contractors and ensured appropriate resources are allocated and maintained to facilitate the successful completion of the project.

Project Manager

Affiliated Computer Services, ACS
04.2006 - 04.2009
  • Managed multiple small, medium and large-scale projects of various complexity covering areas of network and voice HW implementation, data center and call center moves, application deployment and security compliance.
  • Prepared Technical Requirements Documents and Statement of Work documents.
  • Oversaw procurement of hardware and software.
  • Oversaw and coordinated weekly meetings.
  • Created and maintained project plan.
  • Coordinated all project phases from initiation through closing.
  • Managed deadlines and briefed project sponsors and stakeholders on project progress.
  • Coordinated work with outside vendors.

Education

B.A. in Biology and Psychology -

Case Western Reserve University
08.1994 - 05.1997

Skills

Coaching and mentoring

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Interests

I am a lifelong learner and one of my most favorite past times is reading

Timeline

Customer Success Director

World Wide Technology, Inc.
12.2022 - Current

Customer Success Team Manager

World Wide Technology, Inc.
12.2019 - 12.2022

Client Experience Champion

World Wide Technology, Inc.
01.2018 - 11.2019

PMO Manager

World Wide Technology, Inc.
01.2017 - 12.2017

Sr. Project Manager

World Wide Technology, Inc.
09.2013 - 12.2016

Program Manager

Xerox Business Services, LLC
05.2009 - 09.2013

Project Manager

Affiliated Computer Services, ACS
04.2006 - 04.2009

B.A. in Biology and Psychology -

Case Western Reserve University
08.1994 - 05.1997

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Elena VitkinCustomer Success Leader