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Olha Klok
Customer Success Director • 16 years of experience • Lviv, Ukraine
Olha works with medium-sized and enterprise companies to help them solve business challenges by defining and delivering technology solutions. Olha can help your businesses build and implement a unique product, service, and customer strategy, build presales and account management functions, and establish a system for long-lasting and successful customer relationships.
Advised4+ companies
Achievements
Successfully manages a portfolio of multi-million-dollar client accounts in various domains, including pharma, health tech, fintech & insurance, cyber security, trading, aviation, manufacturing, and more.
Currently oversees EU accounts and holds over 10 years of experience in managing clients from North America, the UK, Asia, and the EU.
Established the Customer Engagement function within a company of 1500 employees, with a primary focus on pre-sales strategy and improvement of the engagement process.
During COVID-19, led the establishment of the Swiss business unit from scratch, taking charge of administrative, legal, marketing, and sales aspects.
Works in the end-to-end introduction of new services, encompassing market research, service blueprinting, prototyping, business modeling, product launch, adoption, and continuous improvement.
How Olha Can Help
Building Account Management function from scratch / Reinforcing existing one
● Customer onboarding and relationship building.● Account planning and customer health monitoring, including establishing and tracking KPIs.● Customer intimacy: customer retention, issue resolution, and proactive customer support.● Identification of growth opportunities, renewals, and upsells.● Customer feedback collection and reporting.● Value delivery and optimization, upgrading services to a higher league.● Customer advocacy and referral networks.● Upskill and education of the Account Management team
Increasing GPM by upselling extra services
● Service concept and objectives definition.● Market-driven service blueprint and prototype development.● Effective marketing and launch strategies implementation.● Internal team's education on selling the new service.
Improve pre-sale function
● Assessment and planning of the organization's current presales approach and identifying needs and requirements for a presales team.● Defining presales roles and structuring cross-team collaboration, involving existing experts, and identifying hiring gaps.● Recruitment, interviewing, and hiring the team.● Process and tools development, including CRM, sales enablement platforms, knowledge management systems, etc., along with establishing metrics and goals.● Training and onboarding for the newly formed presales team and key individuals across the organization (e.g., marketing, CTO, R&D, competence leaders, legal, and finance teams).● Introduction of a presales knowledge base with best practices, templates, and reusable artifacts.● Performance measurement and optimization, continuous learning, and development.
Referrals
● Assessment and planning of the organization's current presales approach and identifying needs and requirements for a presales team.● Defining presales roles and structuring cross-team collaboration, involving existing experts, and identifying hiring gaps.● Recruitment, interviewing, and hiring the team.● Process and tools development, including CRM, sales enablement platforms, knowledge management systems, etc., along with establishing metrics and goals.● Training and onboarding for the newly formed presales team and key individuals across the organization (e.g., marketing, CTO, R&D, competence leaders, legal, and finance teams).● Introduction of a presales knowledge base with best practices, templates, and reusable artifacts.● Performance measurement and optimization, continuous learning, and development.
Involvement Plans
3 - 6 - 12 months involvement
Standard
Up to 6 hrs / mo
For companies that plan to improve their existing process and require guidance rather than execution
Regular calls with the sales team and other responsible people:- AM team sync-ups- Quick on-demand calls- Q&A session / Mentoring session / Workshops- Alignment calls with other departments- Strategy meetings with the CEO: feedback sessions, brainstorming
Preparing and sharing templates and docs, reviewing materials, statuses, homework, etc.
Joint chat and async work
Advanced
Up to 10 hrs / mo
For companies that plan to build processes from scratch and require execution
Everything in "Standard Plan" plus:
Firefighting in problem cases
Monitoring the process and revision of the results
Hypothesis testing
Upskill and education of the Account Management team
Calls listening and providing recommendations
Customer advocacy and referral networks.
Training and onboarding for the newly formed presales team and key individuals across the organization (e.g., marketing, CTO, R&D, competence leaders, legal, and finance teams).
Implementing rituals (QBRs, feedback sessions, rate increase, etc.)
Help with hiring or skill analysis of the team not involved in the AM
Performance measurement, targets, KPIs
Example of Advising with Olha
Account Management and Customer Success Strategy example
Learning more about your clients
● Understanding your customers:
- Split according to BCG Matrix
- Define key clients for growth opportunities
- Define the most problematic ones and plan short- and long-term rescue plans● Account development planning:
- Theoretical part
- Collaborative workshop with the AM/sales team (along with the delivery team)● Cooperation within the company to deliver more value to the existing customers (CTO, R&D, UX, etc.)
Collaboration with customers, collecting structural feedback
● Quarterly Business Review with clients● Upsells and renewals, rate increases● Referral program● CSAT & NPS: customer feedback collection and reporting, acting on received feedback
Improving client satisfaction and retention
● Client onboarding and relationship building from the very first step of cooperation● Customer intimacy: customer retention, issue resolution, and proactive customer support● Customer health monitoring, establishing and tracking KPIs● Commission model review and alternative options for the AMO and Sales teams
Improving value proposition
● Delivering more value with the existing resources and upgrading services to a higher league (less outstaffing, more outsourcing, try an advisory type of services)● Adjustment of existing services and introduction of new ones to increase the invoice amount (marketing, sales, delivery, and legal aspects)● Review and first assessment of quarterly results (assessing progress towards the approved plan, analyzing metrics and KPIs)● Continuous improvement and guidance
Further operations improvements
● Review and first assessment of quarterly results (assessing progress towards the approved plan, analyzing metrics and KPIs)● Continuous improvement and guidance
How Advising with Iryna Looks
Outbound Domain Example
Audit of existing components
Processes / Roles / People / Expertise: how it's all organized, where the bottlenecks and potential for acceleration
ICP Validation
Which customers will ensure the scale
Analysis of sales processes
● How to ensure pipeline with leads and increase conversion
● Lead Qualification
Offering Analysis
Existing vs. Required offering and capabilities (where to increase expertise and how to prepare the organization for scale in terms of knowledge, people, and processes)
What Companies Say About Olha
Case Studies
Discover stories of how Olha has helped companies succeed
Case studies
Discover stories of how Iryna has helped companies succeed
Olha's Background and Activities
7+ People Recommend Olha
Maryana Horlach
CEO at Blackthorn Vision
Vladyslav Sokol
CEOat Academy Smart Ltd.
Volodymyr Morozenko
CEO & Founder at ROLIQUE
Frequently Asked Questions
How will Olha’s roadmap be personalized for my business??
The advisor studies the company’s business case and creates a custom roadmap that is adapted to the conditions, available resources, and company size. This roadmap will use strategies that have been successful with similar companies, ensuring a tailored approach.
How flexible is the roadmap suggested by Olha?
The roadmap is designed to be flexible and can be adjusted as the company’s needs change. Different steps can be prioritized based on urgency and organizational shifts.
How will Olha help a company achieve its business goals?
At the beginning of the advising process, you define your goals and discuss deliverables and resources with Olha. After carefully studying your particular case, an advisor builds a roadmap and proposes the best type of engagement with a company.
What kind of results has Olha achieved with similar companies?
Iryna has successfully helped similar companies build account management from scratch, increase revenue by 20% and increase the upsell rate by 5%. These outcomes demonstrate the advisor’s ability to drive growth and deliver measurable results.
What does the engagement process with Olha look like?
Once you approve the advisor’s roadmap and subscribe, you’ll gain access to a shared workspace where you and your team can track progress and goal status. A dedicated client manager will help keep you up-to-date with the process and assist you with any additional needs. The advisor will be highly involved during the initial stages of the roadmap, with more frequent activities and meetings. This typically includes frequent weekly meetings and async activities with a team and C-levels. As your team progresses and gains competency, the intensity of the advisor’s engagement typically decreases, focusing on providing support as needed.
Can I involve other advisors or vendors alongside Olha for a comprehensive solution?
Yes, Olha can help identify and work with additional advisors or vendors to address all aspects of the company’s needs, ensuring a comprehensive solution.
Is it possible to engage Olha at the pre-sale stage?
Yes, Olha can be involved at the pre-sale stage, offering support in areas such as sales, delivery, account management, and marketing to enhance the company’s expertise.
What should a company do to maximize the success of the advising process?
The company’s involvement is key to success. Being ready to implement changes and having a company ambassador to drive execution will ensure that the advice provided is effectively applied.
What factors influence the pricing of Olha’s services?
Pricing depends on the complexity of the case, the advisor’s experience, and the type of engagement. This ensures that the cost reflects the value and expertise provided.
Are there any hidden fees?
There are no hidden fees. A company only pays for advisors’ engagement. All costs are transparent and provided upfront, so companies know exactly what they are paying for.
How does Wiseboard ensure the safety of my intellectual property when working with Olha?
Wiseboard protects intellectual property through strict policies. Advisors and companies sign NDAs before sharing any information. In special cases, additional agreements can be signed to enhance security.
What if I need to replace Olha during our engagement?
If the advisor isn’t the right fit, Wiseboard will help the company find a replacement, with the transition starting from the next calendar month to minimize disruption.
Can I cancel the subscription with Olha?
Yes, a company can cancel with a 20-day notice if the decision is made not to continue with the advisor’s services.
Is there a cost for the introductory meeting with Olha?
No, the intro meeting is free of charge. The main conditions are the relevant request and Olha’s availability.
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