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Olha Klok

Customer Success Director • 16 years of experience • Lviv, Ukraine

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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.

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Advised4+ companies

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Achievements

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    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.
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    Currently oversees EU accounts and holds over 10 years of experience in managing clients from North America, the UK, Asia, and the EU.
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    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.
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    During COVID-19, led the establishment of the Swiss business unit from scratch, taking charge of administrative, legal, marketing, and sales aspects.
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    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

  • Increase 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.

  • Building a 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.

Involvement Plans

3 - 6 - 12 months involvement

Basic

On-Demand Calls

For companies that require a one-time feedback or benchmark

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    1-2 hours Q&A calls about any topic
    No docs and artifacts review before/after meetings
    No deep dive into the existing processes
    No joint chat and async work


















Standard

Up to 6 hrs / mo

For companies that plan to improve their existing process and require guidance rather than execution

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    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
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    Preparing and sharing templates and docs, reviewing materials, statuses, homework, etc.
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    Joint chat and async work









Advanced

Up to 10 hrs / mo

For companies that plan to build processes from scratch and require execution

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    Everything in "Standard Plan" plus:
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    Firefighting in problem cases
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    Monitoring the process and revision of the results
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    Hypothesis testing
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    Upskill and education of the Account Management team
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    Calls listening and providing recommendations
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    Customer advocacy and referral networks.
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    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).
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    Analysis and improvement of the following funnel stages (negotiations /follow-ups / etc.)
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    Help with hiring or skill analysis of the team not involved in the AM
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    Performance measurement and optimization, continuous learning, and development

Project Involvement List

Optional activities

Example of Advising with Olha

Account Management and Customer Success Strategy example

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As-is Analysis and Audit

● Analyzing People, processes, roles, tools
● Expertise: assessing the organization's current account management setup and its effectiveness

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To-be Vision Creation

●  Matching inputs from the owners of the company with best practices and industry standards.

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Plan Presentation and Its Approval with Stakeholders

● Building a plan by comparing the existing offerings and capabilities with the desired ones.
● Identifying gaps.
● Developing strategies to enhance expertise, knowledge, people, and processes to support business growth and scalability
● Reiterating and adjusting a plan, if needed.

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Weekly Review and Supervision

● Assessing progress towards the approved plan.
● Analyzing metrics and KPIs.
● Providing guidance for continuous improvement and optimal customer relationship management.

How Advising with Iryna Looks

Outbound Domain Example

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Audit of existing components

Processes / Roles / People / Expertise: how it's all organized, where the bottlenecks and potential for acceleration

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ICP Validation

Which customers will ensure the scale

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Analysis of sales processes

● How to ensure pipeline with leads and increase conversion
● Lead Qualification

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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

“We were looking for a mentor who could build an Account Management function from zero. Olha Klok appeared to be one of the few mentors that provides only useful information. Our entire team loved attending her mentorship sessions!”

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Vladyslav Sokol

CEO at Academy Smart Ltd.

Company type

Serviсe

Size

51 - 100

Project

AM Setup

“Olha is an exceptionally competent account management consultant, her professionalism and flexibility are impressive. She provided not only precise knowledge but also practical tools that helped effectively implement changes at the company-wide level.”

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Volodymyr Morozenko

CEO & Founder at ROLIQUE

Company type

Serviсe

Size

51 - 100

Project

AM Setup

“We were looking for a mentor who could build an Account Management function from zero. Olha Klok appeared to be one of the few mentors that provides only useful information. Our entire team loved attending her mentorship sessions!”

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Vladyslav Sokol

CEO at Academy Smart Ltd.

Company type

Serviсe

Size

51 - 100

Project

AM Setup

“Olha is an exceptionally competent account management consultant, her professionalism and flexibility are impressive. She provided not only precise knowledge but also practical tools that helped effectively implement changes at the company-wide level.”

Illustration

Volodymyr Morozenko

CEO & Founder at ROLIQUE

Company type

Serviсe

Size

51 - 100

Project

AM Setup

Case Studies

Discover stories of how Iryna has helped companies succeed

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Service company | 21-50 employees | FinTech & HealthTech

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Service company | 21-50 employees | FinTech & HealthTech

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Service company | 21-50 employees | FinTech & HealthTech

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Service company | 21-50 employees | FinTech & HealthTech

Case studies

Discover stories of how Iryna has helped companies succeed

Illustration

Service company | 21-50 employees | FinTech & HealthTech

Illustration

Service company | 21-50 employees | FinTech & HealthTech

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Service company | 21-50 employees | FinTech & HealthTech

Let Olha Accelerate Your Account Management

Olha's Background and Activities

    Customer Success DirectorELEKS
    Mar 2020 - Present

    Leading South-West European business unit by defining customer and industry focus for the region, consulting customers on technology strategy, building best-in-class products for them, and fostering successful long-term business relationships.

    Account ManagerELEKS
    Jul 2016 - Mar 2020

    Responsible for building and maintaining long-lasting client relationships, identifying new business opportunities, liaising between clients and ELEKS cross-functional teams to guarantee timely and successful delivery of our solutions, and ensuring high quality of business cooperation during the entire product development lifecycle. Starting from January 2019, I'm running the South-West European Business Unit of the company.

    Head of EngagementELEKS
    Jul 2016 - Mar 2020

    Responsible for the overall ELEKS pre-sales strategy and engagement process improvement, implementation of tools for measuring and monitoring the success and profitability of project engagements, and maintaining strong client relationships at all levels of the organization.

    Client Solutions ManagerELEKS
    May 2015 - Dec 2015

    Overseeing the strategy and operations of ELEKS business from solutions proposition to client delivery. Responsible for developing the company’s offering capabilities and solving client’s business problems by defining and delivering innovative technology solutions. Serving as a strategic partner to the client’s business, providing in-depth business & technical strategy, identifying business gaps, and correlating them to potential solutions.

    Engagement ManagerELEKS
    Nov 2013 - Jun 2014

    Outsourcing relationships process establishment. Working on projects for customers who have an idea in mind but need consulting on how this applies to their business and technical approaches and goals. Providing services to a full range of customer specializations, from ISVs and enterprises to creative digital agencies.

    Engagement ManagerSoftServe
    Aug 2012 - Nov 2013

    Outsourcing relationships and process building, external an internal consulting in the areas of project start-up, risk management, and overall outsourcing governance.

    TechCom Expert/AnalystSoftServe
    Aug 2012 - Sep 2012

    Providing consulting and pre-sales support to new and existing clients in the TechComm field.

    Competence ManagerSoftServe
    Apr 2011 - Aug 2012

    Accountable for developing, directing, and evaluating all aspects of the department, including policies, objectives, initiatives, internal processes, budget, and resources, in accordance with company strategic goals and needs.

    Technical CommunicatorSoftServe
    Jul 2007 - Apr 2011

    Creating a variety of end-user documentation types in both waterfall and agile SDLCs.

    Software TraineeSoftServe
    Dec 2006 - Jun 2007

    Learning how software business operates from the inside: solving miscellaneous technical and organizational challenges and managing internal projects.

    Master of Business Administration (MBA)
    Kyiv Mohyla Business School [kmbs]
    2014-2016

    MA Applied Linguistics, Computer Sciences, and Information Technologies
    Lviv Polytechnic National University
    2007-2008

    BA Applied Linguistics, Computer Sciences, and Information Technologies
    Lviv Polytechnic National University
    2003-2007

    Strategic and Conceptual Selling
    Miller Heiman Group, A Korn Ferry Company
    Issued Jan 2018

    Behavioral Interviewing
    Brainbench
    Issued Oct 2013

    Customer Requirements Analysis
    Brainbench
    Issued Oct 2013

    Operations Concepts
    Brainbench
    Issued Oct 2013

    Sales Concepts (U.S.)
    Brainbench
    Issued Oct 2013

    Business Communication
    Brainbench
    Issued Jul 2012

    Project Management
    Brainbench
    Issued Jul 2012

    Software Business Analysis
    Brainbench
    Issued Jul 2012

    Technical Communication Manager
    Society for Technical Communication
    Issued Nov 2011

    TechComm 201
    Society for Technical Communication
    Issued Feb 2011

    Past Events23.01.2024, 7:00 pm (Kyiv time)Service development strategies and tactics

    Past Events
    09.01.2024, 7:00 pm (Kyiv time)
    Switching from outstaffing to service productization

    Past Events
    26.09.2023, 6:30 pm (Kyiv time)
    Building Account Management that generates 80% of the revenue

Get Advised by the Account Management Professional

Let Olha accelerate your business.

7+ People Recommend Olha


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Maryana Horlach

CEO  at Blackthorn Vision

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Vladyslav Sokol

CEOat Academy Smart Ltd.

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Volodymyr Morozenko

CEO & Founder at ROLIQUE

Frequently Asked Questions

  • How long does it take for Wiseboard to match me with Olha?

    You should choose the plan that meets your needs and requirements and send us a message to place the order. You can also make it online.

  • Do I need to pay for the Intro meeting with Olha?

    Our specialist can help you assess your particular issue and define which plan suits you the most. Feel free to contact us.

  • How many Advisors can I meet before making a final decision?

    We offer a variety of payment methods. We accept cash, checks, and the majority of credit cards, such as Visa, MasterCard, and American Express.

  • Can I change Olha during the subscription period if I am not satisfied?

    We offer a variety of payment methods. We accept cash, checks, and the majority of credit cards, such as Visa, MasterCard, and American Express.

  • How does Wiseboard ensure that Intellectual Property is protected?

    We offer a variety of payment methods. We accept cash, checks, and the majority of credit cards such as Visa, MasterCard, and American Express.

  • How is Wiseboard different?

    We offer a variety of payment methods. We accept cash, checks, and the majority of credit cards such as Visa, MasterCard, and American Express.

  • How did Wiseboard select and vet Olha and other Advisors?

    We offer a variety of payment methods. We accept cash, checks, and the majority of credit cards such as Visa, MasterCard, and American Express.

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