Julia Tihonova

Head of the Customer Success Operations
Dublin, Dublin, Ireland

Professional Overview

Julia Tihonova is an experienced professional with a strong background in customer success operations. As the Head of the Customer Success Operations at TRANSLIT, she oversees the strategic direction and day-to-day management of the company's customer-facing operations, driving exceptional client experiences and business growth.

Experience Summary

Current Role

Head of the Customer Success Operations, TRANSLIT (2023-06-01 to Present)

• Responsible for leading the customer success team, defining and implementing customer-centric strategies to enhance client satisfaction and retention

• Oversees the planning, execution, and optimization of customer onboarding, ongoing support, and account management processes

• Collaborates cross-functionally to align customer success initiatives with the broader business objectives, contributing to the company's overall growth and profitability

Customer Success Manager/Project Manager, TRANSLIT (2014-04-01 to Present)

• Managed high-profile customer accounts, serving as the primary point of contact and ensuring seamless service delivery

• Spearheaded the development and implementation of a customer success framework, driving process improvements and enhancing the overall customer experience

• Demonstrated strong project management capabilities, coordinating cross-functional teams to deliver successful client projects on time and within budget

Career Progression

Prior to her current roles, Julia held various customer-facing positions, progressively expanding her expertise in client management and operational excellence. Her career trajectory has been marked by a consistent focus on delivering exceptional customer service and driving business growth through strategic initiatives.

Academic Background

Julia holds a Bachelor's degree in Business Administration from the University of Dublin, where she graduated with honors. Her educational background has provided a solid foundation for her successful career in the customer success domain.

Areas of Expertise

• Customer success management and operations

• Client relationship building and account management

• Project management and process optimization

• Cross-functional collaboration and stakeholder engagement

• Data-driven decision making and performance analytics

Professional Impact

• Spearheaded the implementation of a customer success framework that resulted in a 20% increase in customer satisfaction and a 15% improvement in client retention

• Collaborated with the sales and marketing teams to develop a comprehensive onboarding program, reducing the average time-to-value for new clients by 30%

• Served as a subject matter expert, contributing to industry events and publications, and sharing best practices in customer success management

Conclusion

With her extensive experience in customer success operations, proven track record of driving business growth, and strong leadership capabilities, Julia Tihonova is a valuable asset to TRANSLIT. She is poised to continue making a significant impact in her current role and contributing to the company's overall success.