Ivan Stefanovski, CCSS

Evermed helps medical associations turn existing content into an AI-powered, searchable Netflix-style library that drives engagement, improves the member experience, and unlocks new revenue. Trusted by ACC, ACP, ASA, STS, CAP, and others.

• Increased account expansion revenue by over $250K for 10 SaaS SMB clients by designing Customer Success programs and playbooks that included customer health score tracking in Salesforce/HubSpot and QBR frameworks. • Improved customer engagement rates by up to 30% and CSAT scores by 10-20% for 5 SaaS clients by coaching them on customer success operations and strategic account management to build trusted client relationships that grow. • Transformed customer success operations for 3 SaaS companies, increasing NRR by 20% and GRR by 10% on average, through strategic consulting on long-term customer lifecycle management and churn reduction/retention strategies. • Identified ideal partners (agencies, creators, affiliates, resellers, and integrators) to join clients’ ecosystems, which included defining ideal partner profiles and recruiting strategic partners who generate revenue.

B2B Rocket, a Blackpearl Group company (ASX & NZE: BPG, publicly traded), is on a mission to empower 1M+ businesses with AI-powered sales agents that book meetings and close deals automatically.

• Led 15-person team in ecommerce transformations for 20 clients, winning BigCommerce Customer Award for Design for enterprise client Davidoff and achieving $1.5M revenue retention by coordinating 50+ cross-functional stakeholders and keeping teams aligned on joint project deadlines while removing any potential customer blockers. • Boosted agency revenue by 50% YoY to $1.5M annually by implementing customer retainers and generating referrals, while also increasing partner-sourced leads 60% YoY and generating $250K+ in partner revenue through referrals. • Increased net new revenue by $250,000 by cultivating executive-level relationships with key customer and partner stakeholders to generate referrals and repeat business through improved relationships and 100% CSAT score.

• Ensured improved client satisfaction, evidenced by increasing CSAT score from 70% to 90% and NPS score from 50 to 80, by implementing processes to proactively monitor client portfolio ($1M+ ARR) usage activity and sentiment data. • Achieved 100% customer retention across $1M+ ARR portfolio for 18 months, driving NRR of over 100% and GRR of 95% and above for the agency, by implementing regular check-ins with customer stakeholders to uncover pain points and blockers and then leveraging our 75+ tech partnerships to enhance final client eCommerce website solutions. • Transformed partner revenue from $50K to $300K+ annually (500% YoY growth) by building enablement programs for 75+ technology partners that included training, co-marketing events, co-selling campaigns, and agency resources.

• Built Customer Success function from scratch and implemented health metrics tracking for 20+ clients, plus QBR/EBR frameworks, securing expansion revenue of $100K+ through regular meetings with cross-functional stakeholders and uncovering additional pain points in order to offer clients partner solution implementation and managed services. • Secured agency's largest enterprise deal ever, a $350K+ project for Oettinger Davidoff, through strategic discovery & stakeholder relationship building, coordinating 15 internal team members to deliver 4 multilingual eCommerce sites. • Generated additional partner revenue of $100K by developing a tiered system for our 75+ tech partnerships using PartnerStack and managing co-marketing/co-selling campaigns through regular meetings and partner enablement.

• Sold the agency after 9 months in operation, through securing $150K in revenue and 100% customer retention by building and leading the customer success & business development functions and managing 5 clients ($20-50K deals). • Improved project delivery times by 20% compared to sister agency, while maintaining a 100% CSAT score across SMB and enterprise clients, by designing comprehensive customer success playbooks and onboarding programs plus working more closely with customers to offer live training for priority accounts as well as self-serve resources. • Drove the agency value for the acquisition to a high 6-figures by instituting integrated customer success, business development, and partnership strategies that demonstrated scalable revenue growth and zero customer churn.

• Increased customer adoption from 60% to 80% in 3 months by managing a 150-agency portfolio ($500K+ ARR) serving 500 merchant customers and implementing structured onboarding calls, usage tracking, and QBRs with stakeholders. • Drove 5% retention improvement (from 94% to 99%) by presenting weekly insights to the product teams, influencing feature development through the analysis of partner customer feedback, churn, usage, and satisfaction data. • Achieved 105% average quota attainment by nurturing deep relationships with my partners and by creating partner enablement and marketing programs including training, webinars, and PartnerStack (PRM) implementation.

• Exceeded partner acquisition targets by 200% (30 vs 15 monthly target), growing partner base from 150 to 300+ partners globally in 6 months, through prospecting, business development, outbound sales, and word of mouth. • Increased partner satisfaction scores from 75% to 95% and drove 20% improvement in partner customer adoption rates by developing partner retention strategies including customer enablement training and co-selling campaigns. • Improved partner customer LTV by 20% through improved enablement and engagement strategies and by serving as SaaS product expert for 250+ partner accounts and 750+ merchant customers in training and onboarding programs.

• Enabled my partner team to exceed collective quota targets by 110% ($11K vs $10K MRR target) by creating and implementing a partner success program for 200+ partners, tracking usage metrics through Salesforce and Mixpanel. • Reduced partner onboarding time by 75% (2 months to 2 weeks) while driving 15% improvement in partner customer CSAT score through platform training initiatives and by conducting structured QBRs/EBRs with engaged partners.

• Consistently ranked as top-performing Account Manager, achieving 110% average quota attainment ($6K MRR targets) and generating $2M+ in total revenue by managing 2,000+ monthly leads and accounts through sales cycle. • Increased customer retention from 93% to 98% (2.5% YoY improvement) and won multiple account manager awards by providing training, onboarding, & webinars to 2,500+ customer and partner accounts through Zoom/Go2Meeting. • Won multiple sales awards and competitions, leading to a promotion to the Partner Success Manager role based on deep partner expertise and platform knowledge.

• Completed sales of Gnowit’s government monitoring and media monitoring platform and provided support to numerous clients to help them get the most out of the SaaS software. • Prepared proposals for departments within the Federal Government and for large PR agencies, after understanding the organizations and their needs, ensuring creation of tailored proposals. • Setup Sugar CRM and tailored the platform to the new sales process I created and to the organization’s needs, creating a sales funnel where sales and client interactions can be tracked and analyzed.

• Presented DoctorUna to potential clients, such as doctors and clinic owners or managers, and approached them with proposals, leading to an 800% increase in doctor profiles in Abu Dhabi. • Built and managed client relationships, from initial research and approach to implementation and collecting feedback, leading to an increase in the number of clients through referrals. • Proposed and helped implement various improvements for the organization’s online marketing efforts by using analytics and market knowledge from clients, leading to an increase in marketing reach.

• Supported full-cycle recruitment for civil engineers, technical staff, and on-site construction teams, including job postings, candidate screening, and interview coordination. • Assisted in onboarding processes for new hires, ensuring smooth integration into project teams and compliance with company policies. • Maintained and updated employee records, contracts, and documentation in line with United Arab Emirates labor regulations.