Customer Success Lead | Account Management | Customer Experience

Manage a portfolio of B2B customer accounts across five countries in the EMEA region, partnering with customers and internal teams to provide a consistent and proactive customer experience.

Act as the primary contact for key accounts and coordinate Sales, Supply Chain, Logistics, Planning, Quality, and Finance teams throughout the customer lifecycle. Lead customer service operations and transformation initiatives across Ukraine and Poland focused on proactive account management, process standardisation, and continuous improvement.

Manage the end-to-end Order-to-Cash process, including order management, delivery coordination, invoicing, and issue resolution. Monitor operational performance, identify customer risks, and drive service quality improvements.

Managed relationships with a portfolio of B2B customers and provided day-to-day commercial support.

Coordinated communication with international suppliers and delivery processes. Optimised warehouse and logistics operations to improve efficiency, while supporting sales through customer consultations and order coordination.

Developed and maintained long-term partnerships with dealers, architects, and construction companies across the region.

Managed a regional B2B partner portfolio, identified business growth and customer development opportunities, and delivered product presentations, onboarding sessions, and commercial consultations.

Monitored partner performance, deliveries, and receivables to support effective account management.

Supported B2B customers through phone, email, chat, and in-person communication.

Coordinated order processing, logistics, and complaint resolution. Maintained customer and order information in CRM and 1C systems and participated in customer service process improvement initiatives.

Provided customer and partner support for B2B clients, processing orders, commercial documentation, and customer requests.

Coordinated supplier communication and logistics activities. Supported sales operations through preparation of commercial offers and related documentation.