Juniper Networks

With a background in Customer Success, I have the opportunity to contribute to the evolution of customer success and engagement at Juniper Networks within the realms of AI-driven solutions, NaaS, SaaS and professional services. I played a role in introducing the concept of Customer Success to Account Teams in the EMEA theatre, emphasizing a collaborative approach that has proven beneficial.

Currently, as a member of the Global team, I bring insights from regional initiatives to foster a cohesive and customer-centric approach globally.

Some of my main responsibilities include: 

* Scaled Digital Campaigns
* Product Onboarding and Adoption: Driving product onboarding adoption initiatives, collaborating closely with cross-functional teams;
* Tools & Technology: Using Totango for executing digital campaigns and basic onboarding strategies. Working with Salesforce for managing customer information and basic tracking. Using Tableau for data visualization and analytics, enabling informed decision-making and presenting key insights;
* Customer Success Inbox Management: Managing the customer success inbox, addressing queries, concerns, and feedback promptly. Implementing streamlined processes, reducing response time and enhancing overall customer satisfaction.

Global Customer Success Specialist

Bytex Technologies

Pioneered the development of the Customer Success department and client retention strategy at Bytex, overseeing 10 key strategic accounts.
Demonstrated proficiency in collaborating with a diverse range of clients, including start-ups and Fortune 500 companies, facilitating effective communication between the company, clients, and assigned teams.
Played a pivotal role in ensuring the delivery of high-quality, on-time services through Bytex's software services and staff augmentation offerings, resulting in the cultivation of a loyal customer cluster.

Some of my main responsibilities included: 
* Customer Onboarding and Relationship Management: Led customer onboarding and kick-off meetings, ensuring effective management of business relationships.
* Bi-Yearly Health Scores: Conducted bi-yearly health scores, incorporating NPS and CSAT assessments to gauge customer satisfaction.
* Recurring Customer Meetings and Feedback Sessions: Facilitated recurring customer meetings and feedback sessions to maintain ongoing customer satisfaction.
* Escalations Management: Managed escalations from and towards development teams, ensuring timely resolutions.
* Upselling Services: Successfully upsold services, contributing to revenue growth and increased customer value.
* Customer Research: Conducted comprehensive customer research to inform continuous improvement initiatives. 
* Identifying and Managing Potentially Churning Clients: Identified and managed potentially churning clients, implementing effective retention strategies.
* Collaboration with Marketing: Collaborated with the marketing team to secure customer references and develop impactful case studies and company decks.

Customer Success Manager

In a pivotal role at Bytex in Iasi, I actively contributed to the growth and fortification of the team, overseeing the expansion of our UI, back-end, QA, and mobile teams from 10 to over 80 team members.

Some of my main responsibilities included:


* Talent Acquisition Leadership: Pioneered the recruitment and selection process, conducting interviews, managing shortlists, and leading technical interview debriefings and follow-ups.
* HR Strategy Development: Developed and monitored comprehensive HR strategies, systems, tactics, and procedures across the organization.
* Performance Management: Conducted performance appraisals and reviews, fostering a culture of continuous improvement.
* Employee Engagement: Led 1-1 sessions focused on employee happiness and engagement to nurture a positive workplace environment.
* Employer Branding: Contributed to employer branding strategy brainstorms to enhance the organization's reputation in the talent market.

HR Manager

IasiJS

As the Community Manager for IasiJS, a vibrant and dynamic community of JavaScript enthusiasts, I handled organizing engaging events, fostering connections, and actively promoting the community across various social media platforms. Through my proactive approach, I encouraged active participation, and facilitated knowledge-sharing among community members. With a keen eye for detail and a strong understanding of the needs and interests of JavaScript developers, I delivered valuable content and feedback, to keep the community informed and inspired.

Community Manager

Cynny

As the sole HR professional at Cynny, I played a key role in shaping and elevating the human resources landscape within the organization. With a comprehensive approach, I successfully managed diverse HR responsibilities to foster a positive and growth-oriented workplace.

* Talent Acquisition and Recruitment Strategy: Led the development and implementation of recruitment strategies, focusing on technical roles such as front-end developers, JavaScript developers, mobile developers, web designers/UI/UX professionals, software architects, QAs, both for full-time positions and internships. This included creating and updating candidate profiles, conducting interviews, and managing follow-ups to ensure a streamlined recruitment process.
* Event Management and Community Engagement: Actively participated in and managed various events, including HR Summit, CodeCamp, and technical-community meetups. This involvement not only strengthened Cynny's presence in the tech community but also contributed to building a network of talent.
* Employee Engagement and Administrative Oversight: Drove initiatives to enhance employee engagement and satisfaction, focusing on creating a positive work environment. Additionally, managed administrative paperwork and ensured compliance with relevant regulations.
* Policy Implementation and Internal Communication: Implemented internal policies and programs to support the organization's growth and employee wellness. Coordinated internal communication activities across the company to maintain transparency and facilitate effective information flow.

HR Consultant

Passionate about driving customer success in the realms of networking & AI, SaaS, NaaS, and professional services, I bring a non-technical perspective with a knack for fostering community engagement. Working in Customer Success, I have experience with both high and medium touch, and am involved in digital campaigns, enhancing customer onboarding and adoption. From managing customer relationships to contributing to global initiatives, I specialize in building enduring partnerships and optimizing strategies for Customer Success programs. Dedicated to providing top-tier support, I enjoy collaborating with technical teams, ensuring projects align with client needs and industry standards.

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