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Pavlin Mihov

@pavlinmihov1

Customer Success Manager at Tungsten Automation, boosting e-invoicing adoption by 40% among key accounts.

At Tungsten Automation, I drive adoption of e-invoicing products and help customers get value from their investment. Product adoption among key accounts increased by 40%.

I monitor operational KPIs, coordinate escalations, and work with customers and internal teams on success plans. My work has also included supplier enrollment operations and campaigns to accelerate customer time-to-value.

At Tungsten Network, I managed enterprise customer success plans focused on adoption, retention, and expansion, while monitoring service performance against contractual KPIs. I also project-managed client-specific process changes and supported contract renewal activity.

At Sutherland, I delivered McAfee cybersecurity solutions, onboarded clients, and handled escalations and account health reviews. Earlier, as a Technical Support Engineer, I diagnosed software issues and guided customers through corrective steps.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager, e-Invoicing

Current

Tungsten Automation

Jul 2023 - Present (3 years 3 months)

Responsible for becoming expert in customer use cases, needs and business outcomes to proactively identify how Tungsten Automation products, services and value proposition can best drive and support customers' journey. Drive best practices and adoption of Tungsten Automation solutions at all stages of the customer journey, while building high customer satisfaction and maximizing the value of custo

Customer Success e invoicing Customer Escalation Management Change Management KPI Monitoring Product Adoption Strategic Planning Cross Functional Collaboration Customer Satisfaction Retention Solution Adoption Success Plans Trusted Advisor Stakeholder Management

Current

Service Delivery Manager

Current

Tungsten Network

Jan 2022 - Present (4 years 9 months)

Responsible for managing a portfolio of enterprise customers, ensuring their success and satisfaction with our products. Develop and implement strategic customer success plans to drive adoption, retention, and expansion.

Customer Success Service Delivery Strategic Planning KPI Monitoring Escalation Management Project Management Contract Renewal Customer Relationship Management Continuous Improvement Cross Functional Collaboration

EMEA Support Account Manager

Sutherland

Feb 2020 - Dec 2021 (1 year 10 months)

Delivered McAfee cybersecurity solutions, ensuring timely implementations and alignment with customer objectives and outcomes. Onboarded clients and cultivated relationships to drive retention and satisfaction.

Customer Success Cybersecurity Onboarding Escalation Management Root Cause Analysis Account Health Monitoring Business Reviews Best Practices Product Optimization Mentorship

Technical Support Engineer

Sutherland

Feb 2019 - Feb 2020 (1 year)

Provided in-depth technical support for McAfee software. Skilled problem-solver able to communicate with users at all levels of technical proficiency. Troubleshoot, resolve and document user help requests for desktop, laptop, network and peripheral problems.

Technical Support Troubleshooting McAfee Problem Solving Communication Skills Documentation Customer Service Antivirus PC Tune Ups Help Desk

Regional Manager

SOSOGOOD

Jul 2015 - Sep 2018 (3 years 2 months)

Worked for the firm SOSOGOOD, enterprise specialised in buying sweet goods in large quantity. Recruit, select, train, schedule, coach, counsel and discipline employees.

Recruitment Training Coaching Staff Management Compensation Operations Management Customer Experience Compliance Regulations safety management

Resource Management Specialist

IBM

Nov 2016 - Sep 2017 (10 months)

Coordinated information with technicians on-site and clients. Worked on minimizing downtime for client infrastructure. Took inbound calls and dealt with questions efficiently and effectively input data into ICT systems.

Excel Microsoft Office Data Entry IT Systems Coordination Communication Skills Problem Solving Pivot Tables Formulas Charts

Customer Service Agent

Ingram Micro Bulgaria

Oct 2015 - Jun 2016 (8 months)

Ensures delivery of excellent customer service through accurate processing of customer's request, communication and coordinating with other departments to resolve inquires. First point of customer contact for investigating of invoice discrepancy, return of product, tracking of orders, etc.

Customer Service Communication Skills Coordination Invoicing Discrepancies Returns Order Tracking Relationship Building French