In the latest edition of “Meet the team,” we had a conversation with the person in charge of “Business development and sales” at iCard – Teodora Polimenova. Learn about Teddy and her department’s responsibilities, and discover what motivates her. Don’t miss out on her story about the business trip she’ll never forget – a trip full of unexpected twists and turns, named by Teddy “Mission London,” after the Bulgarian comedy movie. Are you ready?
Teddy, how did your career path lead you to iCard?
After I graduated from University of Economics – Varna with a degree in finance, I began working in a software company where I gradually advanced to the position of Key account manager. One of our projects was the first online insurance platform in Bulgaria, which our client successfully launched in 2012. A year later, during my first maternity leave, the company moved its headquarters to Sofia. I continued my career as a QA in another company in Varna. It was like a step backwards, and I didn’t feel the same motivation as before. Around that time, Yulian (currently Head of Front End at iCard), whom I’ve worked with for years, told me that he had moved to iCard a few months back and felt great there. I went to an interview, but the only open position was for Automated QA. I decided to decline since I knew it wasn’t the right career path for me.
Luckily, this was not the end of the story…
Yes, when I was exiting the building, a member of the HR team caught up to me and offered me a job that wasn’t made public yet – Product Manager LeoPay Business. She had sensed that I would be much more successful in developing my skills in that direction. That’s how, more than 8 years ago and somewhat randomly, I began my journey at iCard.
These past 8 years, though, are certainly not random. Which would you say are your most valuable professional and personal qualities?
One of them is empathy and the ability to approach people with attention and understanding. I try to create an atmosphere of trust and openness, predisposing people to be truthful and share their thoughts freely. It helps create a better work environment and stronger partner relationships.
My passion for my work has always been a key driving factor in my career development. I focus on the projects and goals by purposefully committing to their successful realization. I believe in continual development and growth, both professionally and personally. I like to express my opinion clearly and defend my views while considering all other viewpoints.
Tell us about the specialization of the Business Development and Sales department at iCard and what tasks you and your team are charged with.
The Business Development and Sales department is tasked with acquiring and servicing corporate clients and partners. The team manages projects related to accepting card payments made on physical and virtual POS terminals while also being responsible for the support and development of our ATM network.
As head of the department, one of my primary roles is establishing initial contact with potential clients and partners, defining their business needs, and providing specific solutions to satisfy them. It requires not just a good understanding of the specifics of the client’s business but also lengthy negotiations about the terms and conditions of the partnership, as well as the development of new solutions, technical integration, and overall post-sales service.
That is precisely where iCard’s great strength lies, and it’s what all our clients appreciate – the individual approach to each partner and the impeccable service during our collaboration. Despite increasing competition, over the years, we’ve gained significant experience and have proven to be a reliable partner and a preferred acquiring partner for accepting card payments.
What does the process of acquiring a new client involve?
Beginning work with a particular merchant, just like any project’s success, depends on the mutual effort of many colleagues. Thanks to our close cooperation over the years, I have become friends with many of them, and we often see each other outside of work.
Here’s how the process of bringing in a client unfolds. At first, the colleagues from Merchant Risk Assessment research and evaluate the potential client’s business model. For iCard, it’s extremely important for our client’s business to be regulated and answer all card scheme requirements. After reaching an agreement on prices and the terms of the partnership, we draw up the contracts and create tariffs and settings in our systems, which we validate with the help of the Risk department.
Of course, the work does not stop once the contract is signed.
Correct, this is just the beginning. Once the contract is signed, our colleagues from Card Schemes begin the process of integrating the client. It includes holding meetings to define the client’s technical requirements, providing support with integration, and a series of tests to ensure that everything is functioning properly. Our mutual effort with the colleagues from Card Schemes continues in the clients’ post-sales technical service.
We often work with the Payments department on settlements for merchants and with our colleagues from Verifications when different documents need to be obtained.
I am happy that by refining the processes and gathering experience over the years, our teams have become like well-oiled machines. And this results in the recognition and trust of our clients.
What motivates you professionally?
Most of all, it’s the challenges. In addition, my job brings me a sense of purpose and meaning in seeing the clients happy. They are our best brand ambassadors. With iCard, they get more than a service provider – they get a long-term partner. Their recognition is the other big motivator – not just for me, but for everyone in our team. It also gives the company confidence to continue evolving as a leader, both in Bulgaria and in other European markets.
Do you like to travel?
I love to travel, but in the last few years, I haven’t been able to find enough time for it. This year, though, I plan on changing this since I believe it’s a matter of good organization. One of the most interesting destinations I have been to is Kuala Lumpur. We were there on an invitation from one of my husband’s clients, but we managed to find time for both business and pleasure. I would like to go back to New York, experience it, and view it from a different lens than I did as a student 20 years ago.
I travel often on business trips, where we present iCard at different events in our industry. Among the largest such events are ICE London (for physical and online casinos) and Sigma Europe (for online casinos only). The challenges related to these events and the meetings with current and potential partners in the industry are always welcome.
Do you have a story from a business trip you’ll never forget?
Yes, my friends still rightfully joke with me about my “Mission London” – the entire situation was very comical.
I was invited to a special dinner organized by one of our partners. Tired after a long day of meetings, I changed three lines of the London tube, but suddenly, I found out that I had confused the stop and had no idea where exactly I was or how to get back.
I said to myself, “Okay,” I’ll just call an Uber. After 10 minutes of trying, I still had no luck finding a car. In ten more minutes, the app finally accepted one of the cards I was trying to pay with, but it did not provide me with an exact address where I was supposed to wait for the car. I spoke to the driver on the phone several times. We both knew we were very close but could not find each other. I was already late for dinner, and it was very cold outside. It was raining, and I was wearing a lace dress and high heels. At one point, a car approached me, honked, and I got in. I greeted the driver and told him: “Hello, I’m Teodora. We finally found each other!”. He started driving down the busy boulevard and curiously asked me who I was. I told him that we’d already spoken a few times and that I was heading to the Indian restaurant that I had entered into the app. He got mad and started explaining that he didn’t know me and was driving a Black cab, not Uber. I realized I had gotten into the wrong car and asked him to stop. He started shouting at me and dropped me off in the middle of the boulevard amid the speeding cars.
Did you manage to get to the restaurant despite all these obstacles?
I was desperate, but I managed to return to the initial location and find the right driver, while he was explaining over the phone that he could no longer wait for me and must leave…
Arriving at the Indian restaurant, I was agitated, shivering and very hungry. I saw that everyone was eating traditional Indian dishes, which are incredibly spicy for my taste, so I decided to stick to the wine.
Then, our business partner noticed that I wasn’t eating anything. He called for the head chef and asked him to grill me some chicken filet with a side which sounded like a traditional Bulgarian Shopska salad. In a few minutes, the head chef personally served me the dish, and all 20 people stared at me to see if I liked it. Well, the chicken was extremely spicy, and the Shopska salad was diced too finely. It was also garnished with cheddar instead of Feta cheese. I tasted the food and smiled (hopefully, I succeeded). I politely thanked the cook and the host, but in the end, after dinner, I got to the hotel hungry and with a cold.
Now, I find this story very amusing, but I didn’t feel like laughing at the time. 😊
Who is the person who’s always by your side and supports you?
My husband Simo, with whom I share two wonderful children – Deny and Viktor. Simo and I are very different, but at the same time, we complement each other. He likes video games, books, and podcasts, while I find peace relaxing on the couch with a glass of wine, a movie or TV series. However, we both like SPA vacations, long walks with friends, culinary temptations, and good nightclubs. In addition, we both love to cook, and we often invite friends over.
Simo is a wonderful father. I can always count on him when I need little time for myself. Professionally, we also have a lot in common, including many topics of conversation. We both work in sales, even though we’re in different industries. I have learnt a lot from him on successful client relations.
When people ask me what I dream of, I realize that I already have everything – a loving husband and two wonderful kids. I am surrounded by relatives and friends who are always by my side and support me in every endeavor. I am infinitely grateful for all that and only wish for health for myself and those close to me. The rest is easy.
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