Nicolas Furgal
Technical Account Manager
Krakow
Summary
Driven by outcomes, I am a Technical Account Manager who enjoys providing first-rate customer experiences and advancing technical excellence. Having a solid background in cloud technologies and cybersecurity, I am committed to enable companies to protect their digital resources and maximize their IT systems.
Overview
3
3
years of professional experience
5
5
years of post-secondary education
4
4
Certifications
3
3
Languages
Work History
SENIOR SPECIALIST, TECHNICAL ACCOUNT MANAGER
Qualtrics
Krakow, Lesser Poland
09.2024 - Current
- Managed high-value client accounts with a combined portfolio exceeding €3 million, driving platform adoption and ensuring alignment with client objectives
- Collaborated with internal teams to support additional accounts, providing technical expertise and strategic insights to optimize outcomes for key clients across industries
- Delivered timely resolutions for client-reported issues, providing custom-tailored solutions to highly complex problems
- Facilitated regular account reviews to present actionable insights, identify growth opportunities, and align platform capabilities with client goals
- Played a key role in building client relationships and reducing churn through consistent engagement and proactive solutions, ensuring long-term retention
SENIOR TECHNICAL SUPPORT ENGINEER
Stefanini EMEA
Krakow, Lesser Poland
05.2023 - 08.2024
- Provided dedicated technical support to a major german chemical manufacturer, ensuring uninterrupted IT operations and maintaining system availability above 90%
- Collaborated with the customers teams to address technical challenges, achieving a 15% reduction in average ticket resolution times
- Identified recurring issues in IT infrastructure and implemented fixes that reduced incident volume by 10%, improving operational stability
- Delivered detailed technical documentation and training for client teams, enhancing system understanding and reducing dependency on external support
- Monitored performance metrics and worked proactively to recommend upgrades, aligning IT services with the clients evolving needs
- Achieved high client retention rates through consistent delivery of excellent technical support services tailored to individual needs.
TECHNICAL ASSISTANCE CONSULTANT
Comarch
Krakow, Lesser Poland
08.2022 - 03.2023
- Provided IT support to multiple clients, addressing day-to-day technical issues and maintaining a client satisfaction rate of over 95%
- Supported gas station chains in Poland by optimizing IT systems, reducing downtime for critical operations by 10%
- Worked closely with a german car part manufacturer to enhance incident response processes, cutting average resolution time by 20% for high-priority issues
- Maintained regular communication with stakeholders to align IT services with client objectives and ensure ongoing satisfaction
- Streamlined internal processes to enhance team efficiency and improve overall project outcomes.
Education
MASTER'S DEGREE - PUBLIC RELATIONS, ADVERTISING, AND COMMUNICATION
The Pontifical University of John Paul II
Krakow 01.2023 - Current
BACHELOR'S DEGREE - SOCIAL INFORMATICS
AGH University of Science And Technology
Krakow 01.2019 - 01.2022
Skills
Network Security
Security Audits
Incident Response Playbooks
Customer Service
Scripting Languages
Technical Support
Ticket Queue Software
Diagnosis and Troubleshooting
Splunk basics
Python basics
YML basics
Root-cause analysis
Team collaboration
Strategic planning
Certification
Google Project Management: Specialization, Google
Timeline
SENIOR SPECIALIST, TECHNICAL ACCOUNT MANAGER
Qualtrics
09.2024 - Current
SENIOR TECHNICAL SUPPORT ENGINEER
Stefanini EMEA
05.2023 - 08.2024
MASTER'S DEGREE - PUBLIC RELATIONS, ADVERTISING, AND COMMUNICATION
The Pontifical University of John Paul II
01.2023 - Current
TECHNICAL ASSISTANCE CONSULTANT
Comarch
08.2022 - 03.2023
BACHELOR'S DEGREE - SOCIAL INFORMATICS
AGH University of Science And Technology
01.2019 - 01.2022