Alexandra Gaiu
Succes Manager
Bucarest
Summary
With over 10 years of experience in customer-facing roles, I have dedicated my career to delivering exceptional service, fostering lasting client relationships, and driving customer success. Starting as a Customer Support Specialist, I progressed through project management and customer success positions, gaining expertise in customer support, service delivery, client onboarding, and subscription-based model implementation. My strength lies in identifying customer needs, navigating complex stakeholder dynamics, and aligning technical solutions with business objectives. Through strategic planning, negotiation, and proactive engagement, I consistently boost customer adoption, retention, and satisfaction. As a proven Customer Success Manager specializing in driving customer adoption, satisfaction, and retention, I excel in proactive account management, tailored solutions, and strategic client engagement. My expertise extends to managing top-tier global clients, fostering C-suite relationships, and achieving measurable business growth. Professional success manager with strong background in client relations and customer success strategies. Known for driving impactful results through strategic initiatives and effective communication. Emphasizes team collaboration and adaptability, ensuring consistent achievement of goals. Proficient in account management and performance optimization.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
4
4
Languages
Work History
Success Manager | Seller Subscription
Tradeshift
Bucharest
06.2024 - Current
- I specialize in driving customer adoption and satisfaction by providing proactive account management and tailored solutions
- I excel at building long-term relationships with C-suite executives and global stakeholders, managing a portfolio that includes top-tier clients
- Proficient in introducing and transitioning clients to premium subscription services, I ensure seamless adoption while demonstrating value to drive retention and renewals
- Skilled in negotiating with clients and addressing concerns, I guide customers through change management processes, fostering trust and alignment with their business objectives
- With a proven track record of achieving customer success metrics, I focus on increasing client satisfaction, reducing churn, and maximizing ROI
- My collaborative approach with cross-functional teams enhances service delivery, while my expertise in strategic client engagement contributes to revenue growth through subscription renewals and upselling opportunities
- This dynamic role allows to align service offerings with customer needs, ensuring long-term partnerships and sustainable success in competitive global markets
- Championed process improvements within the organization by sharing feedback gathered from customers, leading to more efficient operations overall.
- Acted as an escalation point for critical issues impacting customers'' success, coordinating efforts to drive swift resolution.
Success Manager | Seller Onboarding
Tradeshift
08.2023 - 06.2024
- Single workflow owner, providing end-to-end leadership to ensure successful onboarding outcomes for customers and their suppliers
- I am responsible for managing the entire onboarding process, ensuring visible leadership and alignment with client objectives throughout the supplier journey
- My portfolio includes successful projects with global clients, including multinational organizations, driving high adoption rates on the Tradeshift platform
- I implement diverse strategies such as campaigns, meetings, and personalized support to engage suppliers and ensure they are fully equipped for the transition
- By focusing on supplier satisfaction, I proactively address challenges and provide the necessary resources to foster a seamless experience
- My results-driven approach includes leveraging data insights to refine workflows and achieve measurable improvements in adoption rates and user satisfaction
- Collaboration with cross-functional teams ensures that onboarding activities align with customer goals and deliver a unified experience
- As a trusted advisor, I consistently deliver impactful onboarding projects that enhance digital transformation for customers
- My role emphasizes building strong relationships with supplier networks while maximizing the value of the Tradeshift platform
- This comprehensive approach ensures long-term success and satisfaction for both customers and their suppliers
Project Manager | Seller Onboarding
Tradeshift
11.2019 - 08.2023
- I play a pivotal role in service delivery, acting as the primary point of contact for introducing Tradeshift to customer suppliers
- I manage the entire project lifecycle, from initiation to full implementation, following Agile methodologies to ensure flexibility, collaboration, and continuous improvement throughout the process
- This includes engaging suppliers, convincing them of the benefits of digitizing their services, and driving their adoption of Tradeshift
- By leading projects from start to finish, I maintain visible leadership and ensure alignment with customer goals
- I collaborate closely with support teams, engineers, and other departments to address technical needs, resolve challenges, and ensure successful outcomes
- By focusing on communication and collaboration, I ensure all stakeholders are equipped for a smooth onboarding journey
- My work emphasizes both supplier satisfaction and operational excellence, leveraging cross-functional efforts to deliver impactful results
- Through my dedication to driving digital transformation, I contribute to the long-term success of Tradeshift customers and their supplier networks
Customer Support Specialist
Tradeshift
07.2018 - 11.2019
- As a Customer Support Specialist, I provided front-line assistance to clients, ensuring prompt resolution of inquiries and issues while maintaining high levels of customer satisfaction
- My role involved identifying customer needs, troubleshooting technical problems, and delivering clear, effective solutions
- I excelled at managing high volumes of support requests, prioritizing tasks, and collaborating with cross-functional teams to address complex challenges
- Through excellent communication and a customer-first approach, I fostered trust and loyalty, contributing to improved client retention
- My focus on process improvement and attention to detail helped streamline support workflows, enhancing overall efficiency and service delivery
Customer Support Specialist
HP Inc.
12.2016 - 06.2018
- As a Customer Support Specialist, I provided first-line assistance to clients, ensuring prompt and effective resolution of inquiries and technical issues while delivering exceptional customer experiences
- I built strategic relationships with service partners, emphasizing quality and timely resolution of concerns to enhance overall satisfaction
- In addition, I implemented process improvements, trained new hires, and served as a backup team leader to support operational excellence
- By streamlining workflows within SAP, I enhanced partner experience, ensuring timely payments and more efficient operations
- My proactive approach to troubleshooting, prioritization, and collaboration with cross-functional teams consistently contributed to improved efficiency, customer loyalty, and business outcomes
Customer Support Specialist
WEBHELP
09.2013 - 11.2016
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Tested new software and hardware prior to deployment.
- Conducted regular training sessions for new team members, promoting best practices in customer support operations.
Education
Master of Science - International Relations And European Studies
National University of Political Studies And Publi
Bucharest, Romania 09.2025 - 07.2025
Bachelor of Science - International Relations And European Studies
National University of Political Studies And Publi
BUCHAREST 01.2010 - 07.2013
Skills
Customer success & retention
Cross-functional coordination
Product development & launch
Project management
Technical proficiency
Communication
Strategic communications
Customer relationship building
undefinedTimeline
Master of Science - International Relations And European Studies
National University of Political Studies And Publi
09.2025 - 07.2025
Success Manager | Seller Subscription
Tradeshift
06.2024 - Current
Success Manager | Seller Onboarding
Tradeshift
08.2023 - 06.2024
Project Manager | Seller Onboarding
Tradeshift
11.2019 - 08.2023
Customer Support Specialist
Tradeshift
07.2018 - 11.2019
Customer Support Specialist
HP Inc.
12.2016 - 06.2018
Customer Support Specialist
WEBHELP
09.2013 - 11.2016
Bachelor of Science - International Relations And European Studies
National University of Political Studies And Publi
01.2010 - 07.2013
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