Ilya K.

About Ilya K.

As a seasoned Customer Success Engineering leader with over 10 years of experience in the SaaS industry, I am passionate about serving as the ultimate technical advocate for enterprise clients. I thrive on bridging the gap between complex customer challenges and powerful software solutions, ensuring clients not only adopt a product but achieve significant, measurable business value.Currently, I lead a team of expert engineers responsible for a portfolio of nearly 40 enterprise accounts with an total contract value of ~$105M. In this player-coach role, I am deeply involved in technical strategy, from architecting and directing process automation to spearheading disaster recovery initiatives that increase environment stability and reduce risk for our clients.My journey has taken me from a hands-on Systems Intern to Director, giving me a unique, ground-up perspective on what it takes to support and scale enterprise technology. This background fuels my ability to mentor teams, collaborate effectively with product and engineering teams, and build lasting, referenceable relationships with customer stakeholders.Areas of Expertise- Customer Success Strategy: Driving customer adoption, health, retention, and expansion for large enterprise accounts- Technical Leadership: Mentoring engineering teams and serving as the senior technical authority for customers and internal teams- SaaS & Cloud Technologies: Deep expertise in Microsoft Azure, enterprise SaaS platforms, and CI/CD pipelines (Octopus Deploy, Azure DevOps)- Process Improvement & Automation: Using PowerShell, SQL, and other tools to solve problems and create operational efficiency- API & Integrations: Architecting and supporting solutions leveraging REST and SOAP APIs- Enterprise Onboarding & Training: Leading technical onboarding sessions, facilitating disaster recovery tests, and managing go-live implementations.

Experience

1. Director, Customer Success Engineering

   Duck Creek Technologies

   Mar 2023 — Present · Boston, MA, US

   As the Director of Customer Success Engineering, I function as the principal technical expert and strategist for our enterprise SaaS customers. I lead a high-performing team of engineers responsible for a portfolio nearly 40 accounts with a total contract amount of $105M+.My key responsibilities and accomplishments include- Technical Leadership & Mentorship: Lead, mentor, and serve as the senior technical authority for customers and internal teams, guiding them through complex challenges and ensuring successful outcomes- Strategic Initiatives: Spearhead critical projects in disaster recovery and environment auditing, which have directly led to a significant reduction in configuration drift and increased environment stability for all clients- Customer Relationship Management: Own the customer relationship and technical design for key accounts, leading onboarding sessions, facilitating DR tests, and managing expectations from implementation through go-live- Process Automation & Improvement: Architect and direct process automation for data gathering, ensuring that critical client information is centralized and readily available, which improves response times across the organization- Cross-Functional Collaboration: Collaborate directly with product and engineering teams to influence the product roadmap, ensuring new features meet the technical and business needs of the OnDemand SaaS model.

Education

• University at Albany

  Bachelor of Science (B.S.), Informatics

• Hudson Valley Community College

  Associate in Applied Science (A.A.S.), Computer Information Systems

Skills

• Bilingual - English/Ukrainian
• Servers
• Ipswitch Moveit
• Help Desk Support
• Customer Service
• Duckcreek Platform Support
• Symantec Backup
• Pc and Server Hardware
• Hardware
• Networking
• Tcp/Ip
• Basic Web Design
• Html
• Software Installation
• Dhcp
• Dns
• Technical Support
• Microsoft Sql Server
• Information Technology
• Print Servers
• Computer Hardware
• Mobile Devices
• Batch Files
• Troubleshooting
• Computer Repair
• Team Leadership
• Printers
• Microsoft Server Support
• Ftp Software
• Software Implementation