Customer-facing operations
Customer support, technical support, business development, analytics support, project management, and product ownership.
Andrej Glavnik
Technical Project Manager for customer-facing operations, support systems, analytics delivery, and practical workflow ownership.
I turn unclear customer problems into clean tickets, useful documentation, reliable handoffs, and work that teams can actually finish.
Based in Serbia
Open to remote, office, or hybrid
Time-zone flexible
Open to relocate
Proof
The work is customer-facing, technical, and outcome-driven.
Support, sales, analytics, IT, and project roles connected by one pattern: understand the problem, structure the work, and move it forward.
Recommendations with weight
Databox leadership highlights API/SQL support, complex ticket handling, upper-tier technical support growth, process improvement, and customer outcomes.
Director of Support recommendation
A formal recommendation letter from Emil Korpar, Director of Support at Databox, supports the same story.
Certified across the stack
QA, network administration, CCNA, MikroTik, LPIC-1, ISO 27001, Zendesk, HubSpot, Google Analytics, Scrum, and more.
Experience
Roles built around ownership.
Open a role to see the tools, decisions, and outcomes behind the title.
Danone
Jun 2026 - Present
Product Owner, Analytics & SFMC Intelligence
Moved into product ownership after six months, owning Analytics and SFMC Intelligence priorities, stakeholder alignment, reporting support, and delivery clarity across teams.
Open role: see tools, decisions, impact
Tools
Jira, Asana, Confluence, Slack, Salesforce Marketing Cloud Intelligence / Datorama, GA4, BigQuery, GTM, Looker Studio, APIs, AWS S3, Excel, CSV/XLS ingestion, GitHub, DevOps, LM Studio, custom LLM workflows.
What I did
- Translated stakeholder needs into delivery priorities, reporting requirements, support context, and documentation.
- Coordinated analytics, eCommerce, CE, HCP, customer support, DevOps, agency, and product-adjacent workflows.
- Owned backlog clarity, issue context, handoffs, and cross-functional follow-through.
Key achievements
- Promoted from project manager scope into product owner ownership after six months.
- Coordinated 10+ cross-functional groups across business, analytics, support, product, agency, and technical workflows.
- Built clearer operating paths for analytics requests, reporting issues, KPI interpretation, and support workflows.
Danone
Dec 2025 - Jun 2026
Lead Data Analytics Project Manager
Led analytics delivery across digital marketing, websites, eCommerce, reporting support, data quality, stakeholder requests, and documentation.
Open role: see tools, decisions, impact
Tools
GA4, GA4 BigQuery Export, BigQuery, SQL, Salesforce Marketing Cloud Intelligence / Datorama, Google Tag Manager, Looker Studio, Google Ads, Meta Ads, LinkedIn Ads, Amazon Ads, Amazon Vendor Central, REST APIs, AWS S3, Excel, CSV/XLS ingestion, Jira, Asana, Confluence, Slack, GitHub, DevOps.
What I did
- Led analytics delivery across websites, eCommerce, digital marketing, and support reporting workstreams.
- Structured KPI frameworks, data standards, event schemas, tagging QA, documentation, and ways of working.
- Partnered with marketing, product, engineering, and agencies to translate business goals into measurable analytics outputs.
Key achievements
- Owned delivery across GA4, BigQuery, Datorama, GTM, APIs, AWS S3, and Excel/CSV/XLS data pipelines.
- Built centralized knowledge-base material for KPI definitions, mappings, dashboard logic, troubleshooting, and onboarding.
- Handled discrepancy/root-cause analysis across GA4, Datorama, BigQuery, paid media platforms, and retailer data sources.
Databox
Mar 2025 - Dec 2025
L3 Analytics Technical Support
Advanced analytics technical support across customer dashboards, connector stability, metric validation, API issues, SQL/database sources, and cross-team escalations.
Open role: see tools, decisions, impact
Tools
GA4, Adobe Analytics, Amplitude, Google Play, Google Ads, Facebook Ads, Instagram Business, LinkedIn Ads, SEMrush, HubSpot, Salesforce, Shopify, Stripe, QuickBooks, MySQL, Google BigQuery, Amazon Redshift, Snowflake, Azure, Intercom, Zendesk, Freshdesk, Google Sheets, Excel, Postman, wget/curl, Slack, Confluence, Zoom.
What I did
- Delivered upper-tier analytics and BI technical support for global customers through chat and email.
- Debugged API connections, SQL-based sources, ETL flows, metric sync issues, and dashboard interpretation problems.
- Prepared escalation context and bridged customers, support, product, and engineering.
Key achievements
- Handled upper-tier integration cases across API, SQL, connector, and metric-validation workflows.
- Supported thousands of customer tickets and cases across marketing, CRM, finance, database, and analytics platforms.
- Led knowledge-sharing and process improvements cited by Databox support leadership.
Databox
Apr 2024 - Mar 2025
Business Analytics Development Specialist
Customer and product education role across onboarding, discovery, lead qualification, demo scheduling, sales handoffs, and platform adoption.
Open role: see tools, decisions, impact
Tools
HubSpot, Intercom, Slack, Confluence, Zoom, LinkedIn, chat/email outreach, lead qualification frameworks, customer discovery, sales handoff notes, product education workflows.
What I did
- Onboarded users, explained product value, identified customer needs, and routed qualified opportunities.
- Used technical support context to make better sales handoffs and customer conversations.
- Connected sales, support, and customer success with clearer customer context.
Key achievements
- Prospected and qualified 150+ inbound/outbound leads per month, contributing to $50K+ in pipeline growth.
- Scheduled 100+ product demos per month through live chat and email outreach with a 30% demo-to-opportunity conversion rate.
- Contributed to $50K in closed revenue through high-quality sales handoffs.
Walmart
May 2023 - Apr 2024
Senior Network Support Specialist
Retail infrastructure support across network equipment, POS systems, enterprise hardware, dispatching, ticket updates, and operational continuity.
Open role: see tools, decisions, impact
Tools
ServiceNow, Java Technician Dispatching System, NCR dispatching tools, Citrix, Cisco Jabber, Zoiper, CMD, PowerShell, Unix/Linux, Excel, Cisco/Meraki/Juniper switches, POS systems, scanners, debit readers, registers, displays, printers, cabling, and retail hardware suites.
What I did
- Supported Walmart US and Sam's Club US retail/corporate environments across phone, tickets, and email.
- Diagnosed network, POS, hardware, software, and connectivity issues for technical and non-technical users.
- Coordinated dispatch, repair follow-up, and ticket documentation to reduce operational downtime.
Key achievements
- Built the technical troubleshooting foundation behind later analytics and support operations work.
- Handled front-end retail hardware, network equipment, and enterprise support workflows under time pressure.
- Completed network/system administration education with a 98% success score and grade 10/10.
Recommendations
Thirteen people, same pattern: technical, reliable, customer-first.
Everything here is visible on LinkedIn. Full recommendation text where it matters, plus direct proof links so the section feels verifiable, not decorative.
Featured recommendation
Emil Korpar - Director of Support at Databox
I've had the pleasure of working with Andrej over the past two years, having hired him into our Customer Support Specialist role, where he's since reached a Level 2 seniority. Right from the start, Andrej's valuable technical experience stood out. It allowed him to troubleshoot complex cases quickly and collaborate closely with our technical support team, which made our entire process faster and more efficient.
Andrej isn't just technically skilled; he's a top performer who's led trainings, improved process efficiency, supported our Sales Development team, and consistently focused on helping customers.
Peter Caputa
CEO at Databox
Andrej is a valuable member of our customer support team. He has deep product knowledge and is especially skilled at helping customers with our API and SQL integrations. This enabled him to resolve tickets quickly, even in complex cases. He also goes beyond just answering customer questions, offering proactive guidance and suggestions to customers on how to get more out of our product.View on LinkedIn
Tory Ferrall (Sher)
Director of Revenue Operations
Andrej brought a strong technical foundation and a proactive approach to problem-solving. He consistently went above and beyond to ensure customers received timely, accurate, and thoughtful support, whether troubleshooting complex issues, onboarding new users, or creating helpful resources.
He partnered closely with all teams to surface customer insights and drive improvements across our platform.View on LinkedIn
Andrej Bačić
Sales Development Manager
I had the pleasure of managing Andrej from the very beginning of his career at Databox. Despite joining in a role that didn't directly require his technical background, Andrej found ways to leverage his knowledge to provide exceptional support to inbound leads.
What stood out was how Andrej combined technical expertise with strong communication skills. He rapidly sharpened his sales acumen, learning how to read beyond the immediate context in chat and guide conversations toward the best possible outcome.View on LinkedIn
Roberta Medeiros
Data & Business Intelligence Analyst
Andrej has always proven to be a great colleague, fast paced and always eager to learn and help. Wherever Andrej is, you know you will have a confident person, someone who can work under pressure and have amazing results. He always is on top when his targets are being taken into consideration.View on LinkedIn
Stefan Guslov
Technical Sales Consultant
I was impressed that someone so young already had so much experience and knowledge in the field. Even more than me at the moment. In the months that followed, he proved how capable he is, handling multiple user requests at the same time and resolving them in short notice. Other people also saw that, since very soon he was the first in our group being promoted to the L2.View on LinkedIn
Mirabella Ingebnonse
Business Account Manager / Customer Success
Andrej always went the extra mile to make sure customers felt supported, whether he was troubleshooting a tricky issue, walking a new user through Databox, or collaborating closely with our technical support team. He cared about making the customer experience the best it could be.
What I loved most about working with Andrej was his collaborative spirit. He set a great example for everyone around him.View on LinkedIn
Nicole Castillo
Customer proof and communication
If you are looking for a driven, result oriented person, Andrej is the way to go. In the company we had an initiative to obtain more customer stories and Andrej took it to heart. Out of 30 we received, 24 came from Andrej. His sales-savvy communication would be a great addition to any team.View on LinkedIn
Dragan Gajic
AI and customer success specialist
I had the privilege of working with Andrej at Databox, where we collaborated closely on SaaS projects, prospecting, and various customer-facing tasks. Andrej is a great professional and always a team player, ready to help others. Beyond technical and professional expertise, Andrej is a thoughtful teammate who raises the bar for everyone around him.View on LinkedIn
Dragana Prica
Technical Support / BI & Data Solutions mentor
Throughout our mentorship, Andrej demonstrated a genuine commitment to learning. He was not only an attentive listener but also proactive in bringing up thoughtful topics and applying newly acquired knowledge in practice.
Beyond his technical growth, Andrej is a fantastic communicator and team player. Working with him was effortless, and his positive attitude made our collaboration both productive and enjoyable.View on LinkedIn
Jelena Cvetkovic
CX & Support Ops
He is incredibly hard working, punctual, and reliable, which makes him a trusted team member that everyone could count on. What stands out most is his strong technical knowledge and adaptability. Andrej has a natural ability to quickly learn new things, troubleshoot challenges, and share insights with the team in a way that makes complex topics easy to understand.View on LinkedIn
Katarina Jovanovic
Customer Support Specialist
Andrej was much quicker in picking up everything and was instantly seen as someone who was results-oriented. He spent some time working in Sales Development, driving leads for the Sales team, and then joined us in Customer Support to teach us what he's learned and share all of his tricks with us.
When he joined Customer Support, coming from Sales Development, he was 200% of his target in the first month of joining.View on LinkedIn
Andrea Bučko
Cybersecurity and collaboration
I highly recommend Andrej Glavnik for any opportunity. He is a hardworking and dedicated professional with a wealth of experience and expertise in cyber security. He is a skilled communicator and a team player, always willing to go the extra mile to ensure projects are completed on time and to the highest standard.View on LinkedIn
Certificates
Certifications that support the actual work.
Everything here is visible on LinkedIn. QA, support, networking, security, analytics, and project foundations.
Verified credentials
Certifications are linked back to LinkedIn.
Use the cards or the button to verify the certification list directly on the profile.
Certified QA Engineer & Software Tester
ITAcademy by LINKgroup | Issued Sep 2025
View on LinkedInCertified Computer Network Administrator
ITAcademy by LINKgroup | Issued Sep 2024
View on LinkedInCCNA Routing and Switching
ITAcademy by LINKgroup | Issued Sep 2024
View on LinkedInMikroTik Certified Network Associate
ITAcademy by LINKgroup
View on LinkedInCertified Linux Administrator (LPIC-1)
ITAcademy by LINKgroup | Issued Sep 2024
View on LinkedInISO/IEC 27001 Information Security Associate
SkillFront | Issued Jul 2024
View on LinkedInZendesk Customer Service Professional
Zendesk | Issued Nov 2023
View on LinkedInScrum Foundation Professional Certificate
Certiprof | Issued Jul 2024
View on LinkedInGoogle Analytics for Businesses
Google | Issued Apr 2024
View on LinkedInHubSpot Inbound Sales & Marketing
HubSpot | Issued May 2024
View on LinkedInGenerative AI Fundamentals
Databricks | Issued Apr 2024
View on LinkedInCompTIA Network+
ITAcademy by LINKgroup | Issued Nov 2023
View on LinkedInTools
The stack is broad, but the categories are simple.
Tools are grouped by the work they supported: tickets, customers, analytics, data, project delivery, IT, and practical automation.
Ticketing & support
ServiceNow, Zendesk, Freshdesk, Intercom, HubSpot, Jira, ticket notes, escalation packs, KB updates.
Customer & revenue ops
HubSpot CRM, live chat, email outreach, MEDDPICC, BANT, demo scheduling, sales handoffs, customer proof requests.
Analytics & reporting
GA4, BigQuery, Datorama, Looker Studio, Google Ads, Meta Ads, LinkedIn Ads, Amazon Ads, Vendor Central.
Data & integrations
SQL, MySQL, Snowflake, Redshift, Azure, APIs, Postman, curl/wget, AWS S3, CSV/XLS pipelines.
Project delivery
Asana, Jira, Confluence, Slack, delivery notes, requirements, handover docs, stakeholder reporting.
IT & networking
Cisco, Meraki, Juniper, Citrix, Jabber, PowerShell, Linux, POS systems, NCR tools, retail hardware.
Builds
Small tools with practical support value.
Fewer projects, more signal. These are the kind of tools that make support, QA, and handover work easier.
Support analytics QA
Dashboard QA Toolkit
Checks dashboard exports for missing dates, null KPIs, duplicates, naming drift, and abnormal spikes before bad numbers reach stakeholders.
GitHubProject handover
Vendor Handover Tracker
Tracks owners, access gaps, dependencies, risks, due dates, and next actions when operational work needs clean follow-through.
GitHubTracking support
GA4 Tracking Validation
Validates event taxonomy, conversion flags, page types, UTM coverage, and ecommerce parameters before reporting depends on GA4.
GitHubContact
Send the role, the tools, and the problem.
Best fit: technical project management, customer-facing operations, support/analytics workflows, product ownership, ticketing systems, documentation, and cross-functional delivery.