Summary
Overview
Work History
Education
Skills
Software
Work Preference
Timeline
SeniorSoftwareEngineer
Monica Ursu

Monica Ursu

Customer Success Manager
Iasi

Summary

Knowledgeable and performance-driven Customer Success Manager with experience in managing multiple accounts, developing client on-boarding processes and increasing sales and revenue. Possess strong customer orientation, great communication skill and excellent problem-solving skills.

Overview

19
19
years of professional experience
1
1
Language

Work History

Customer Success Manager

DeckRobot
06.2023 - Current
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Created customer support strategies to increase customer retention.
  • Monitored customer progress and addressed customer inquiries with timely and accurate updates.
  • Conducted periodic user training sessions to support customer understanding and product feature utilization.
  • Generated reports and communicated results to stakeholders to provide insights into customer success.
  • Utilized customer feedback to inform changes and improvements to customer success plans.
  • Collaborated with sales and product teams to address customer success objectives.

Customer Success Manager

Bittnet Training
Iasi, Iaşi
01.2021 - 06.2023
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer success team.
  • Monitored metrics and developed actionable insights to improve efficiency and performance for more than 40 accounts
  • Played instrumental role in client satisfaction by working with operational and sales teams for proper resolution of service issues.
  • Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
  • Generated reports and communicated results to stakeholders to provide insights into customer success.
  • Utilized customer feedback to inform changes and improvements to customer success plans.
  • Defined clear targets and objectives and communicated to other team members.
  • Created and maintained comprehensive customer success documentation for internal and external use.

Learning and Development Consultant

Bittnet Group
06.2018 - 01.2021
  • Consulted with more than 50 individual business units to determine desired learning outcomes..
  • Communicated all learning and performance objectives, schedules, and training assessments to upper management.
  • Analyzed effectiveness of training programs at all levels and recommended updates.
  • Met organizational objectives, strengthened teams and increased individual employee productivity by designing customized training courses.
  • Reported on ROI based on pre- and post-training behaviors, metrics and skills assessments.
  • Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
  • Reached out to potential customers via telephone, email, and in-person inquiries.
  • Established relationships with key decision-makers within customer's organization to promote growth and retention.
  • Negotiated and closed long-term agreements with new clients in assigned territory.
  • Performed client research and identified opportunities for account growth, account penetration and market expansion.
  • Established key performance indicators to track and analyze business progress and adjust strategies accordingly.

Regional Account Manager

Bittnet Group
06.2018 - 10.2020
  • Bittnet Training is the IT training market leader in Romania and an IT Integrator with 10 years of experience in delivering high-quality IT training, services and solutions.
  • Ever since its inception, Bittnet, has been the materialization of our desire of doing business „differently” from what everyone is used to. My main activities were:
  • Contributed to team objectives in fast-paced environment.
  • Built diverse and consistent sales portfolio.
  • Generated leads through networking, cold calls and industry connections.
  • Renegotiated contracts with expiring accounts to continue relationships with current company clients.
  • Reviewed orders and client requests to streamline delivery services and resolve material shortages.

Project Manager

01.2015 - 06.2018
  • R.A.N International provides enterprise solutions for licensing, permitting and compliance, grants, courts and justice, and freedom of information
  • Company offers solutions based on web-based commercial-off-the-shelf product that enables business process automation for local, county, state, and provincial government agencies
  • Responsible for providing monthly financial and technical updates of any known issues/risks to company's CEO
  • Responsible for costing, estimating and planning projects
  • Involved in multiple projects in different countries Mauritius, Senegal,Romania, India, Ivory Coast, UAE
  • Preparing Project Initiation documentation
  • Responsible for ensuring that best value is obtained for the project including supplier base, use of internal and external resources
  • Maintaining and completing Project Key Performance Indicators
  • Writing detailed and summarized project progress reports
  • Identifying, costing and processing any contract variations
  • Updating project plans to include agreed changes
  • Ensured staff and sub contractors time sheets were accurately completed
  • Provided project support for all off site activities.

Bank Officer

Raiffeisen Bank
09.2008 - 12.2014
  • Handle financial transactions at high-volume branch in downtown business district
  • Manage deposits, withdrawals, transfers and check cashing; verify customer identification, signature and balance information; process loan payments; and open/close accounts
  • I performed as a team member in cross- selling bank products to customers at every opportunity to meet sales goals regarding accounts, credit cards, and loans
  • Duties:
  • Assisted customers on a daily basis with their accounts while providing exceptional customer service
  • Promoted benefits of company's products rather than basic information in order to build better relationships with customers and match them with a product based on their own individual needs
  • Kept current on banking policies and procedures including storage of various business items; hosted weekly meetings and ensured audit details were understood and adhered
  • Oversaw ATM balances, refilled cash as needed, and ensured the system was in good working order
  • Ensured cash drawer was balanced and all supporting documentation was in line with cash receipts and client transactions
  • Mentored and coached new bank tellers
  • Provided reports analyzing preferred customers' financial status in support of sales of new products and opportunities.

HR Coordinator

Pakone Trade, Monica Ursu
05.2012 - 09.2014
  • Having overall responsibility for recruitment polices of the company and also the welfare of the staff
  • Also managing information held on HR database and personnel files to ensure it is updated in a timely and accurate manner
  • Ensuring that only best candidates with right qualifications, skills and experience are employed
  • Writing informative job descriptions
  • Negotiating advertising rates with newspapers & online job boards & then placing job adverts with them
  • Drafting offers of employment and promotion
  • Providing guidance to work colleagues and senior company management on all employment matters.

Sales Representative

Ady-Ema Com
10.2004 - 05.2008
  • Achieved maximum sales profitability, growth and account penetration on assigned territory and/or market segment by effectively selling company’s products
  • Promoted orders from existing and prospective customers through relationship-based approach
  • Established, developed and maintained business relationships with current customers and prospective customers in assigned territory/market segment to generate new business
  • Analyzed territory/market’s potential and determinate value of existing and prospective customers value to

Education

Diploma - Front-End Training

Wantsome
Wantsome Iasi

Bachelor of Business Administration (B.B.A - International Relations and Affairs

Universitatea „Alexandru Ioan Cuza” Din
Iasi

Skills

  • Proficient Computer Skills
  • Web Page Design
  • Sales proficiency
  • Customer Relations
  • Revenue growth
  • Customer Retention
  • Account Management
  • Customer Needs Assessment

Software

Office 365, Adobe, CRM

Visual Studio Pro, GitHub

Work Preference

Work Type

Full TimePart TimeContract Work

Work Location

Remote

Important To Me

Work-life balanceCareer advancementFlexible work hoursPersonal development programsCompany Culture

Timeline

Customer Success Manager

DeckRobot
06.2023 - Current

Customer Success Manager

Bittnet Training
01.2021 - 06.2023

Learning and Development Consultant

Bittnet Group
06.2018 - 01.2021

Regional Account Manager

Bittnet Group
06.2018 - 10.2020

Project Manager

01.2015 - 06.2018

HR Coordinator

Pakone Trade, Monica Ursu
05.2012 - 09.2014

Bank Officer

Raiffeisen Bank
09.2008 - 12.2014

Sales Representative

Ady-Ema Com
10.2004 - 05.2008

Diploma - Front-End Training

Wantsome

Bachelor of Business Administration (B.B.A - International Relations and Affairs

Universitatea „Alexandru Ioan Cuza” Din

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