Open to opportunities

Irina Safonova

@irinasafonova

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Technical Customer Success Manager with expertise in cloud solutions.

Canada

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What I'm looking for

I am seeking a role that allows me to leverage my technical expertise and relationship-building skills to drive customer success and satisfaction in a dynamic environment.

I am a Technical Customer Success Manager with extensive experience in Public Cloud (Azure, AWS) and Private Cloud solutions. My passion lies in driving customer adoption and satisfaction through strategic guidance and technical consulting. I have successfully managed a $1M book of business, overseeing the full customer lifecycle from onboarding to renewal, achieving over 95% customer satisfaction and 98% retention rates.

Throughout my career, I have led numerous cross-functional onboarding projects, significantly reducing time-to-value for customers. My expertise in compliance frameworks and cloud security best practices has enabled me to advise clients effectively, ensuring their regulatory readiness. I thrive on building strong relationships and leveraging my technical knowledge to deliver measurable business outcomes that foster long-term customer success.

Experience

Work history, roles, and key accomplishments

Current

Technical Customer Success Manager

Current

Aptum

Feb 2022 - Nov 2024 (2 years 9 months)

Managed a $1M book of business, overseeing customer lifecycle from onboarding to renewal. Delivered onboarding programs for cloud platforms, achieving a 30% reduction in time-to-value. Maintained high customer satisfaction and retention rates while advising on compliance frameworks and cloud security best practices.

Customer Onboarding Cloud Infrastructure Project Management Salesforce HubSpot Customer Retention Technical Consulting Product Training Cross Functional Collaboration

Current

Technical Customer Success Manager

Current

Aptum

Feb 2022 - Nov 2024 (2 years 9 months)

Managed a $1M book of business, overseeing customer lifecycle from onboarding to renewal. Delivered onboarding programs for cloud platforms, resolving billing issues and maintaining high customer satisfaction and retention rates. Advised on compliance frameworks and conducted product training to enhance customer success.

Customer Onboarding Cloud Infrastructure Project Management Salesforce Product Training Customer Retention Cross Functional Collaboration

IT Infrastructure Analyst

CIUSSS Central West of Montreal, Jewish General Hospital

Nov 2015 - Aug 2022 (6 years 9 months)

Participated in Active Directory Domain Migration for over 15,000 users and deployed Citrix Virtual Desktop for 10,000 accounts. Managed and maintained 1,200 servers via VMware, implemented network file shares, and supported clinicians with Single Sign-On systems.

Active Directory VMWare Citrix Network Management SCCM Intune Security Best Practices Group Policies Disaster Recovery

IT Infrastructure Analyst

CIUSSS Central West of Montreal, Jewish General Hospital

Oct 2015 - Aug 2022 (6 years 10 months)

Participated in Active Directory Domain Migration for over 15,000 users and deployed Citrix Virtual Desktop. Managed and maintained 1,200 servers, implemented network file shares, and supported clinicians with Single Sign-On systems. Ensured optimal performance of storage area networks.

Active Directory Citrix SCCM Intune Disaster Recovery

IT Support

Impacte Affaires

Mar 2014 - Jan 2015 (10 months)

Designed network topology and created network architecture documentation. Planned equipment procurement and participated in network troubleshooting and support, providing Level 1 support and managing LAN/WLAN.

Network Architecture Troubleshooting Technical Support Documentation Capacity Planning

IT Support

Impacte Affaires

Mar 2014 - Jan 2015 (10 months)

Designed network topology and participated in network architecture documentation. Planned equipment procurement and provided network troubleshooting support. Managed OS deployment and provided Level 1 support for LAN and WLAN.

Topology

Senior Accountant

Various Accounting Firms

Jan 2000 - Jan 2012 (12 years)

Conducted audit and review engagements for private enterprises, prepared corporate income tax returns, and verified tax assessments. Managed and mentored staff while formulating proposals regarding clients’ financial statements.

Audit Tax Preparation Financial Statements Compliance Financial Analysis Proposal Development Mentoring

Senior Accountant

Various Accounting Firms

Jan 2000 - Jan 2012 (12 years)

Conducted audit and review engagements for private enterprises, prepared corporate tax returns, and verified tax assessments. Managed and mentored staff while formulating proposals regarding financial statements.

Financial Statements Tax Compliance Financial Analysis

Education

Degrees, certifications, and relevant coursework

John Abbott College

Attestation d’études collégiales, Network and System Administration

2015 - 2015

Completed an Attestation d’études collégiales in Network and System Administration, focusing on practical skills and theoretical knowledge in managing network systems.