Gordeev Andrei
FinTech Implementation & Client Success Manager
Bangkok, TH.About
Highly accomplished FinTech Implementation and Client Success Manager with over 8 years of experience in B2B technical integration and customer support across FinTech and MedTech sectors. Proven ability to orchestrate end-to-end environment setups, manage complex merchant integrations, and ensure compliance in high-risk environments. Adept at leveraging technical tools like SmartVista, Postman, and Splunk to drive operational efficiency and deliver superior client outcomes in fast-paced, multicultural settings.
Work
Nicosia, Nicosia District, Cyprus
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Summary
Led end-to-end implementation of FinTech solutions for B2B merchants, ensuring seamless integration and operational excellence in a global payment processing environment.
Highlights
Orchestrated the end-to-end setup of sandbox and production environments for external merchants, utilizing internal PSP and external services (SmartVista, ISSM, Apple developer account, Postman, CLI) to facilitate over 50+ successful integrations.
Provided ongoing transaction monitoring and expert consulting to internal business teams and existing merchants, maintaining an average 98% adherence to established SLAs and ensuring optimal system performance.
Collaborated cross-functionally with business and onboarding teams using Slack, Jira, and Salesforce to streamline merchant integration processes, reducing average integration time by 15% and enhancing client satisfaction.
Coordinated closely with Risk and Card Schemes departments to integrate high-risk merchants, ensuring 100% compliance with regulatory standards and bolstering security protocols.
Enhanced system reliability and troubleshooting capabilities by maintaining comprehensive technical and business documentation in Confluence and proactively monitoring logs with Splunk.
Managed and mentored a high-performing team of implementation specialists, improving team efficiency by 20% through targeted training and process optimization in a multicultural environment.
Partnered with the development team to test and implement new card and alternative payment methods, expanding payment options and supporting market growth across EU, MENA, LATAM, and APAC regions.
Medesk
|1st Line Support Engineer (B2B, MedTech)
Moscow, Moscow, Russian Federation
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Summary
Provided critical first-line technical support for B2B clients using medical practice management SaaS, ensuring high levels of customer satisfaction and efficient issue resolution.
Highlights
Managed a high volume of incoming inquiries regarding medical practice management software (SaaS) via Intercom, achieving a 95% first-contact resolution rate for routine issues.
Resolved and organized B2B customer issues in strict accordance with established SLAs using Asana, contributing to a consistent customer satisfaction score above 90%.
Effectively triaged and escalated complex technical problems to 2nd line support, ensuring timely resolution for critical issues and maintaining operational continuity.
Proactively monitored system alerts and software performance using Grafana and Chrome DevTools, identifying and addressing potential issues before impact to users.
Education
NSTU (Novosibirsk State Technical University)
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Bachelor's Degree
Regional Studies
Languages
Russian
English
Skills
FinTech & Payments
Fintech, Web3, Crypto, Payments, Card Schemes, PSP.
Technical Tools & Platforms
Postman, Atlassian, Confluence, Jira, Asana, Slack, Splunk, Google Sheets, Excel, CLI, SmartVista, ISSM, Apple Developer Account, Grafana, Intercom, Chrome DevTools.
Project & Process Management
Agile, Onboarding, SLA Management, System Integration, Implementation Management, Project Coordination, Environment Setup.
Client & Customer Management
Customer Service, B2B Support, Client-server interaction, Consulting, Merchant Integration, Client Success.
Data & Analytics
Analytical Skills, Transaction Monitoring, Log Monitoring, Performance Monitoring.
Compliance & Security
Risk Assessment, Regulatory Compliance, Security Protocols, High-Risk Merchant Integration.
Team Leadership
Team Management, Training, Mentorship, Performance Optimization.
Global Operations
Multicultural Environment, Multilingual Communication, EU, MENA, LATAM, APAC.