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Andrey Trayanov
Account Manager
Sofia,22
Summary
Technical Account Manager with more than 4 years of hands-on experience in software development and web technologies to support enterprise accounts. Develops and promotes value realization that translates into closed new business, renewal and upsell opportunities. Proven record of successfully proposing technical solutions by presenting complex concepts in easy to understand terms and building strong, long-lasting relationships with senior executives and project level resources.
Experienced with client relationship management and delivering tailored technical solutions. Utilizes deep understanding of client needs to orchestrate resources and ensure project success. Track record of leveraging technical troubleshooting and account management skills to enhance client satisfaction and drive retention.
Overview
7
7
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Technical Account Manager
IBM Bulgaria
Sofia, Bulgaria
07.2022 - Current
- Conducting regular Quality Business Review with account representatives and managing stakeholder expectations
- Serving as a SPOC for all accounts and translating business needs to technical requirements
- Using stakeholder management practices resulting in 20% customer satisfaction increase
- Creating and managing internal process documentation improving SLAs by 10%
- Coordinating cross-functional teams to resolve client issues and fulfill requests
- Providing regular status updates and progress reports to clients
- Led diverse technical projects, enhancing customer satisfaction by providing tailored solutions and timely support.
- Collaborated with cross-functional teams to streamline service delivery processes, significantly improving operational efficiency.
- Developed and maintained strong relationships with clients, resulting in increased renewals and long-term partnerships.
- Analyzed customer feedback to identify trends, driving product enhancements and ensuring alignment with market needs.
- Developed strong relationships with key clients, ensuring their needs were met and fostering long-term partnerships.
- Delivered exceptional customer support by resolving complex technical challenges in a timely manner.
Hardware Client Success Engineer L2
IBM Bulgaria
09.2018 - 06.2022
- Gathering and analysing business objectives and challenges
- Managing and being primary liaison for 10 enterprise accounts
- Maintaining strong relationships with clients to ensure satisfaction and long-term engagement
- Analyzing customer data and trends to identify opportunities for additional support
- Serving as the primary point of contact for client inquiries, issues, and requests, ensuring timely and accurate responses
- Delivered expert technical support for hardware solutions, driving increased client satisfaction and efficiency in operations.
- Collaborated with cross-functional teams to implement system enhancements, resulting in significant improvement in client engagement.
- Utilized diagnostic tools to troubleshoot complex hardware issues, ensuring timely resolutions and minimizing downtime for clients.
- Led training sessions for junior engineers, enhancing team capabilities and fostering a culture of continuous learning.
Education
Master - Cybersecurity
Plovdiv University "Paisii Hilendarski"
Master - Tourism Management
Blagoevgrad University "Neofit Rilski"
Bachelor - Applied Linguistics - English and Russian
Blagoevgrad University "Neofit Rilski"
Skills
Stakeholder management
Client communication
Customer satisfaction
Technical requirements
Cross-functional collaboration
Quality business review
Problem resolution
Project management
Account management
Client engagement
ITIL framework
Problem-solving
Certification
Cloud Manager V2
IBM Professional Certification
Interests
History
Timeline
Technical Account Manager
IBM Bulgaria
07.2022 - Current
Hardware Client Success Engineer L2
IBM Bulgaria
09.2018 - 06.2022
Master - Tourism Management
Blagoevgrad University "Neofit Rilski"
Bachelor - Applied Linguistics - English and Russian
Blagoevgrad University "Neofit Rilski"
Master - Cybersecurity
Plovdiv University "Paisii Hilendarski"