Jan 2022 – Present · 4 yrs 3 mos

• Helping customers realize their untapped potential.

Jan 2020 – Jan 2022 · 2 yrs

• A hybrid role combining an Onboarding Specialist and a Customer Success Manager allows me to be close to our customers from the beginning and throughout their journey with Absolute. With technical training and resources, process design and success plans, I ensure our customers have everything they need to be successful.

Jul 2018 – Aug 2019 · 1 yr 1 mo

• Supervise multi-functional teams of different sizes and compositions with up to 36 agents to carry out and streamline various support processes.
• Integrate new products within the portfolio, implement the standard support process of new acquisitions and ensure the delivery of high-level client support experience after the integration within the assigned timeline.
• Instrumental in rendering outstanding customer service and supporting the achievement of agents' quality and productivity metrics.
• Ensured consistent growth of quality of support delivered through optimum planning, collaboration, and issue resolution.
• Led the support integration of two large organizations

Oct 2017 – Jul 2018 · 9 mos

• Monitored all assigned cases for client support and updated all activities on the tracking system.
• Supported developers, evaluated client designs, and recommended procedures for optimal utilization of products.
• Eliminate errors and increase client satisfaction and retention by assessing customers' issues, devising corrective actions, and escalating the necessary issues to relevant personnel.
• Performed initial client assessment and analysis to begin the research process.
• Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
• Promoted to Customer Support Manager

Aug 2012 – Dec 2016 · 4 yrs 4 mos · Eastern Europe

• Joined the company after their acquisition of Sonicwall
• Ensured the delivery of pre-sales support for Network Security and Data Security products, including systems management solutions, detailed forensics, and network security solutions.
• Interacted with numerous individuals worldwide, delivered presentations on various security topics to a varied audience from small sales teams to military security advisors
• Headed the project for the highest deal in Eastern Europe.
• Maintained constant growth of channel and revenues by covering CEE, Poland, and Baltic countries by collaborating with a new expanded sales team.
• Obtained documents, clearances, certificates and approvals from local agencies.
• Supported the General Manager and the Territory Manager in improving operations and resolving issues to deliver top-notch customer service.
• Created and delivered competitive product comparison sheets to highlight the product strengths and how they respond to the customer's needs
• Provided training to over 1000 people on the company's products.
• Maintained a 95%+ success rate of proof of concept installations

Aug 2011 – Aug 2012 · 1 yr · Eastern Europe and MEA Emerging Markets

• Implemented go-to-market strategies which resulted in 100%+ growth of customer base.
• Ensured the delivery of pre-sales support for Network Security products, including systems management solutions, detailed forensics, and network security solutions.
• Interacted with numerous individuals worldwide, delivered presentations on various security topics to a varied audience from small sales teams to military security advisors
• Maintained constant growth of channel and revenues by covering CEE, Poland, CIS,and MEA Emerging Countries
• Obtained documents, clearances, certificates and approvals from local agencies
• Supported the General Manager and the Territory Manager in improving operations and resolving issues to deliver top-notch customer service
• Created and delivered competitive product comparison sheets to highlight the product strengths and how they respond to the customer's needs

May 2009 – Jun 2011 · 2 yrs 1 mo · Bucharest, Romania and Timisoara, Romania

• Managed installation, upgrade and deployment projects and provided on-site assistance to customers
• Participated in the planning of network infrastructure projects to ensure correct delivery
• Installed end to end telecommunications networks and provided post-installation support
• Started the company's Information Security department
• Started and led the company's R&D department for cutting-edge physical security solutions (face recognition, access control, crowd control)

May 2007 – May 2008 · 1 yr · Craiova

• Primary focus was network maintenance and SAP support for our employees. Device and network troubleshooting as well as basic software debugging were common.