Open to opportunities

Irina Ropotica

@irinaropotica

Message

Motivated SaaS Customer Success Manager with a focus on growth.

Romania

Message

What I'm looking for

I am looking for a role that allows me to leverage my customer success expertise while fostering a collaborative and growth-oriented company culture.

I am a motivated and customer-obsessed SaaS Customer Success Manager with over two years of experience in customer success and a total of ten years in customer-facing roles across various multinational companies. Currently, I manage over €8M in Annual Recurring Revenue (ARR) at Regnology, where I have successfully implemented upselling strategies and facilitated the onboarding of more than ten customers to Managed Services. My commitment to customer advocacy has resulted in a 12% year-over-year growth in ARR by promoting our Professional Services offering.

In my previous roles, I have honed my skills in stakeholder management, release management, and risk mitigation. I have a strong background in handling escalated tier 1 tickets and providing training to new partner admins on Oracle tools. My technical proficiency includes tools such as Planhat, PowerBI, Zendesk, JIRA, Confluence, and Hubspot, which I leverage to ensure effective project management and customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Regnology

Nov 2022 - Present (2 years 7 months)

As a Customer Success Manager, I manage over €8M ARR, implementing upselling strategies and facilitating onboarding for over 10 customers. I conduct business reviews to align on customer priorities and have achieved a 12% YOY growth in ARR by promoting Professional Services.

Stakeholder Management Customer Advocacy Release Management Risk Mitigation Onboarding Planhat Zendesk

Manager, Alliances & Channels (SME)

Oracle

Oct 2021 - Nov 2022 (1 year 1 month)

In this role, I handled escalated tier 1 tickets and supported partners with complex inquiries. I maintained data accuracy on the PartnerFinder platform and collaborated with the Programs team on non-standard agreements.

Data Management Training Customer Support Stakeholder Engagement

Partner Assistance Specialist

Oracle

Sep 2018 - Aug 2021 (2 years 11 months)

I served as the first point of contact for German partners, managing renewals and promoting Cloud solutions. I also delivered training to new Partner Admins on Oracle tools.

Customer Support Training Partner Management Renewals Communication Problem Solving

Document Controller

Blue Projects

Jan 2018 - Sep 2018 (8 months)

In this 6-month project, I managed project-related documents and facilitated project meetings for a brewery site supervision project.

Document Management Project Management Communication Coordination

HR Analyst

Accenture

Sep 2016 - Dec 2017 (1 year 3 months)

As an HR Analyst, I processed HR requests and managed payroll activities while ensuring data accuracy and quality assurance for colleagues.

HR Processes Payroll Management Data Entry Quality Assurance Mentorship Customer Service

Senior Customer Care Assistant

Xerox Business Services

Oct 2015 - Oct 2016 (1 year)

I handled navigational inquiries regarding HR tools for employees in Germany and the US, ensuring timely escalation of issues to support teams.

Customer Service Communication Data Entry

Commercial Assistant

Veo Worldwide Services

Mar 2013 - Mar 2013 (0 months)

During my internship, I conducted cold calls to present business models and prepared reports for the marketing department, collaborating with field buyers on negotiations.

Cold Calling Market Research Report Preparation Negotiation Communication

Education

Degrees, certifications, and relevant coursework

Alexandru Ioan Cuza University

Bachelor's Degree, German and Spanish Studies

2013 - 2016

Activities and societies: Panelist for partner and internal calls, engaged in side projects related to Erasmus Scholarship agreements.

Studied German and Spanish Studies, focusing on language proficiency and cultural understanding. Participated in various projects and activities related to language applications in business and communication.

University of Augsburg

Certificate, Project Management

2015 - 2015

Activities and societies: Charged with maintaining accuracy of data on the PartnerFinder platform and tracking bugs in JIRA.

Participated in a project focused on managing and supporting escalated tier 1 tickets, providing assistance to partners, and handling complex inquiries.