Nora Mkoyan
Yerevan
Summary
Dynamic professional with proven expertise in account management and customer support leadership. Former Key Account Manager with strong client relationship and revenue growth achievements, now Head of Support overseeing operations, team management, and process optimization. Skilled at aligning business goals with customer needs, driving satisfaction, retention, and long-term growth.
Overview
10
10
years of professional experience
Work History
Head of Support (B2B)
Lynon
07.2024 - Current
- Develop, implement, and continuously refine a comprehensive B2B support strategy aligned with the company’s overall business objectives.
- Establish and oversee Account Management and 24/7 incident management processes to ensure timely resolution of client issues.
- Lead initiatives to enhance the customer experience, focusing on satisfaction, retention, and long-term client relationships.
- Monitor, analyze, and act on client feedback to identify trends, pain points, and areas for service improvement.
- Serve as the primary escalation point for complex customer issues and high-value client accounts, ensuring swift and effective resolution.
- Use data-driven insights to identify operational inefficiencies, recurring issues, and opportunities to improve support performance.
- Collaborate with product, operations, and technical teams to ensure client needs are understood and incorporated into platform development.
- Manage, mentor, and grow the support team, fostering a high-performance, client-focused culture.
- Develop reporting frameworks and KPIs to measure support effectiveness and client satisfaction, regularly presenting findings to senior management.
Team Lead & Key Account Manager
Softconstruct
01.2021 - 07.2024
- Supervise and mentor a team of Account Managers, providing guidance, coaching, and performance reviews to ensure team productivity and professional growth.
- Oversee account operations and market performance reporting, ensuring accurate tracking of KPIs and client metrics.
- Collaborate with product and operations teams to streamline workflows, enhance client onboarding, and improve overall platform efficiency.
- Monitor industry trends, regulatory changes, and competitor offerings to advise both clients and internal teams strategically.
- Serve as the primary point of contact for up to 20 regulated and unregulated partner accounts, building and maintaining strong, long-term client relationships.
- Resolve client issues promptly, acting as a liaison between clients and internal teams to ensure effective solutions and high satisfaction.
- Provide clients with training, support, and insights to optimize their use of the company’s gaming platform and products.
Key Account Manager
Softconstruct
10.2019 - 01.2021
- Resolve client issues and concerns promptly, acting as a liaison between the client and internal teams to ensure a positive resolution.
- Stay updated on industry trends and regulatory changes, sharing insights and information with key clients to foster strong partnerships.
- Provide clients with training and support to optimize their use of the company's gaming solutions.
- Identify upsell and cross-sell opportunities, working with the sales and marketing teams to promote additional products and services.
- Act as an advocate for key clients within the company, ensuring their interests and concerns are heard and addressed.
- Serve as the Regional Manager responsible for overseeing the EU market, with a primary duty of supervising a team of dedicated Account Managers who compile and provide comprehensive market performance reports.
- Managed up to 20 regulated and unregulated partner accounts.
Account Manager
Softconstruct
05.2015 - 10.2019
- Build and maintain strong relationships with clients, serving as the primary point of contact for their needs.
- Understand clients' specific requirements and goals, ensuring tailored solutions and proactive support.
- Monitor client performance, track KPIs, and provide regular reports to assess client satisfaction and performance.
- Foster a positive and collaborative working environment within the account management team, providing leadership and support.
- Collaborate with clients to identify opportunities for platform utilization and optimization.
- Take a proactive approach to identifying and managing client issues and concerns by collaborating with internal teams to achieve effective resolutions.
- Manage up to 20 regulated and unregulated partner accounts.
Education
Masters - Center For European Studies
Yerevan State University
06-2014
Bachelor - Romance And Germanic Philology: French
Yerevan State University
06-2012
Skills
- Self-assured, eloquent, and polished verbal communication skills
- Demonstrated expertise in analytical and critical thinking
- Thrives in collaborative teamwork and excels when working autonomously
- Exceptional proficiency in delivering presentations and conducting negotiations
- Proven flexibility in adapting to diverse cultural and professional contexts
Languages
English
Russian
French
Armenian
Timeline
Head of Support (B2B)
Lynon
07.2024 - Current
Team Lead & Key Account Manager
Softconstruct
01.2021 - 07.2024
Key Account Manager
Softconstruct
10.2019 - 01.2021
Account Manager
Softconstruct
05.2015 - 10.2019
Masters - Center For European Studies
Yerevan State University
Bachelor - Romance And Germanic Philology: French
Yerevan State University