Kirill Bokov

Leading Customer Success strategy for an innovative payments technology company that empowers businesses with fast, flexible, and secure global transactions.

I oversee the full merchant lifecycle: from onboarding and integration to optimization, growth, and long-term retention. My core focus is ensuring that every partner experiences seamless operations and measurable business impact through our solutions.

Key areas of ownership:
• Building scalable customer success processes that minimize friction and accelerate activation
• Designing service quality frameworks, support SLAs, and incident communication standards
• Translating partner feedback into actionable product improvements
• Strengthening collaboration between Customer Success, Product, Sales, and Engineering
• Tracking performance and service-health metrics to proactively safeguard merchant operations

My goal is clear: accelerate merchant growth by making payments infrastructure invisible, reliable, and consistently excellent.

• Managed 15 long-term customer relationships, totalling annual revenue of 30$ million per annum
• Helped investment / trading companies to build of market entry strategies into crypto business
• Grew customer base by identifying needs to deliver relevant product solutions that met client budgets and schedules.
• Qualified leads by assessing prospective client needs and profitability.
• Optimised sales volume by managing accounts and building rapport.
• Assisted clients in preparing product launch, investigating specific regions market fit (EU/USA)
• Providing daily leadership, management and vision necessary to ensure that the company has proper operational controls, training, support, reporting procedures and people systems in place to grow and ensure operational efficiency.
• Providing timely, accurate and complete reports on operating clients to the CEO and the Board.
• Represent the company with clients, investors and business partners.
• Leading and managing my team to look after people operations, onboarding of employees, employee relations, benefits, payroll and global mobility.

• Oversaw operations and coordinated with managers to increase quarterly profits by 40%.
• Implemented process improvement strategies that resulted in 25% efficiency increase in development operations whilst maintaining service levels.
• Set comprehensive goals for performance and growth (OKR framework)
• Oversee daily operations of the company and the work of executives (Development, Marketing, Finance, HR.)
• Lead employees to encourage maximum performance and dedication
• Write and submit reports to the CEO in all matters of importance
• Participate in expansion activities (investments, acquisitions, corporate alliances etc.)
• Manage relationships with partners/vendors

• Implemented change management processes to keep project up-to-date and smooth resistance to new concepts.
• Increased performance of development team by 120% by implementing clear and detailed product vision / KPI metrics and Agile methodologies (Scrum)
• Oversaw each step of project, meeting goals and achieving deadlines.
• Developed statement of work for product classification contract and devised sourcing strategy to maintain costs and clarify service expectations.
• Responsible and accountable for the coordinated management of multiple related projects directed toward business and other organizational objectives.
• Build credibility, establish rapport and maintain communications with stakeholders at multiple levels, including those external to the organization.
• Maintain continuous alignment of program scope with strategic objectives and make recommendations to modify programs to enhance effectiveness.
• Coach, mentor, and lead personnel within a technical environment.
• Present periodic Dashboard reports on the current program, future opportunities, and client issues to company executives and project team managers.
  

• Responsible for providing support for the company's project databases running on SQL and other business systems globally.
• Managing over 50 active clients of daily basis
• Using excellent SQL knowledge have a proven record of making significant changes to SQL based scripts and reports.
• Hold responsibility for testing new systems and ensuring data integrity.
• On a daily basis meet with decision makers, systems owners, and end users to define business, financial, and operations requirements and systems goals, and identify and resolve systems issues.
• Ensuring that relevant management information is captured and analyzed. Providing project support to senior Project Managers.
• Communicating with senior management to report on project status. Involved in coordinating projects from inception to completion.
• Performing staff training.