Ana-Maria Fulep
Cluj-Napoca
Summary
Customer Success Leader helping enterprise clients succeed. Experienced in boosting engagement, satisfaction, and retention while guiding cross-functional teams to deliver results. Skilled in managing contracts, resolving escalations, and using data-driven insights to drive product adoption and customer value. Trusted partner with a track record of building relationships, improving processes, and enabling strategic growth.
Overview
23
23
years of professional experience
1
1
Certification
Work History
EMEA Customer Success Manager
Lectra
10.2012 - Current
- The position is seen as a key role within the organization to satisfy customer needs and motivate the field service team in regards to engagement and customer relation management.
- Coordinated cross-functional teams across Sales, Finance, Marketing, Services, Product Management, and regional/global offices to streamline workflows, align objectives, and deliver a unified customer experience.
- Supported strategic account initiatives and contributed to the development of customer success plans.
- Managed scheduling, resource allocation, and project timelines to ensure successful completion of multiple concurrent projects and adherence to deadlines.
- Led customer onboarding and training programs, facilitating smooth transitions, product adoption, and high satisfaction rates.
- Managed day-to-day customer engagement across enterprise platforms (Oracle, Salesforce), handling service requests, escalations, and ongoing account activities to ensure a responsive and seamless experience.
- Supported escalation management and issue resolution processes, acting as a trusted advisor to customers and ensuring operational needs were met.
- Oversaw field interventions, pre-installation and installation activities, and post-implementation support to ensure successful solution deployment and customer outcomes.
- Maintained accurate customer, installed base, and project data in Oracle EBS and Salesforce, producing reports and tracking documents to support account visibility, analytics, and forecasting.
- Implemented process improvements and optimized internal tools, workflows, and documentation systems to enhance operational efficiency, team productivity, and cross-department collaboration.
- Supported Sales and Marketing functions by preparing proposals, assisting with lead qualification, coordinating software upgrade campaigns, and contributing to go-to-market and product launch initiatives.
- Monitored and analyzed customer success metrics, providing insights to improve products, services, and engagement strategies.
- Coordinated logistics for large-scale events, streamlining setup and scheduling to minimize conflicts.
Office Administrative Assistant
ATSNET
07.2011 - 10.2012
- Managed accounting functions, correspondence, and document workflows, ensuring accuracy and compliance.
- Trained and mentored front desk staff, developing materials and programs to improve team performance and service excellence.
- Implemented initiatives to streamline front office workflows, enhance guest experiences, and boost overall productivity.
- Analyzed guest feedback and addressed complaints promptly, improving customer satisfaction and operational efficiency.
- Coordinated recruitment, scheduling, and staffing for front office personnel, optimizing coverage and team quality.
- Organized regular team meetings to review performance, address challenges, and promote continuous improvement.
- Managed inventory of office supplies and equipment, reducing costs through efficient resource allocation.
- Supervised data entry operations and oversaw processing tasks to maintain accurate records.
SENIOR TELLER
MILLENIUM BANK
02.2008 - 06.2011
- Supported regional retail business objectives by collaborating closely with the Financial Centre Manager and management teams, aligning branch performance with organizational targets and customer success goals.
- Supervised daily operations and teller activities, ensuring compliance with banking regulations, internal policies, and audit standards.
- Executed financial and operational processes, including interbank/intrabank settlements, domestic and international payments, and validation of debit instruments, maintaining accuracy and adherence to compliance requirements.
- Mentored and trained junior staff, enhancing team performance, productivity, and customer service skills.
- Analyzed and consolidated branch performance and operational data, producing actionable reports for senior leadership to optimize business activities.
- Implemented initiatives to enhance branch workflows, service delivery, and overall profitability.
- Maintained high standards of customer service, promptly resolving inquiries and issues to ensure satisfaction and strong client relationships.
- Oversaw the integrity, archiving, and management of financial and transactional documentation to support transparency, audit readiness, and informed decision-making.
- Facilitated interdepartmental communication and coordination, ensuring smooth issue resolution and unified customer support delivery.
CUSTOMER SERVICE REPRESENTATIVE
MILLENIUM BANK
12.2010 - 03.2011
- Managed customer inquiries, account issues, and service requests, ensuring high satisfaction, retention, and strong client relationships.
- Oversaw client onboarding and account management processes, including accurate data entry, CRM utilization, and adherence to internal controls.
- Contributed to retail growth by managing and expanding the customer portfolio, identifying new business opportunities, and promoting financial products and services in compliance with corporate standards and regulations.
- Delivered exceptional customer experiences through understanding client needs, aligning solutions to their goals, and maintaining consistent engagement throughout the client lifecycle.
- Represented the organization in branch and field-based client interactions, including on-site meetings, market outreach, and participation in marketing events, trade fairs, and exhibitions to increase brand awareness and acquisition.
- Collaborated with cross-functional teams to align sales objectives, optimize service processes, and achieve individual and team performance targets.
Back Office Operations Coordinator
BANCA TRANSILVANIA
06.2004 - 08.2007
- Oversaw the end-to-end management and reconciliation of financial instruments (checks, promissory notes) within local and national clearing operations, ensuring full compliance with internal controls and regulatory standards.
- Administered the BT24 MultiCash system, managing payment processing and transaction verification to maintain accuracy, transparency, and operational continuity.
- Streamlined document processing workflows to enhance efficiency, data integrity, and alignment with banking and compliance procedures.
- Managed the discounting and settlement of checks and promissory notes for SME and corporate clients, ensuring timely execution and customer satisfaction.
- Supervised the collection, validation, and reconciliation of negotiable instruments from all regional branches, ensuring consistency and accuracy across financial operations.
- Verified and confirmed payment orders, maintaining full traceability and documentation within established service-level agreements.
- Provided expert support and guidance to regional agencies on procedures and issue resolution related to checks, promissory notes, and other financial transactions.
- Served as a primary escalation point for customers, resolving issues related to debt instruments and account transactions with a focus on responsiveness, transparency, and trust.
- Partnered with internal teams to identify process improvements and risk mitigation measures, ensuring alignment with corporate service excellence objectives.
ACCOUNT ADMINISTRATOR
BANCA TRANSILVANIA
07.2003 - 06.2004
- Oversaw client onboarding and account setup for individual and corporate customers, ensuring full compliance with internal policies, regulatory standards, and data integrity requirements.
- Verified and authorized account opening documentation, maintaining operational accuracy and adherence to banking governance frameworks.
- Executed domestic and international payment transactions, ensuring accuracy, timeliness, and compliance with both internal controls and customer service standards.
- Managed the creation and administration of customer deposits, including fixed-rate and certificate of deposit products, in accordance with established procedures and regulatory guidelines.
- Processed and validated trade finance documentation, ensuring proper handling, documentation, and timely execution of related transactions.
- Delivered a consistently high level of customer service by proactively managing inquiries, addressing issues, and ensuring clear and professional communication with clients and internal stakeholders.
- Coordinated accounts payable and receivable activities, ensuring precise transaction processing and effective reconciliation within designated timelines.
- Supported financial reporting and accounting accuracy through corrective entries and reconciliations, contributing to transparency and audit readiness.
- Streamlined reconciliation and transaction control procedures to enhance accuracy, reduce discrepancies, and improve process efficiency.
- Partnered with internal teams to align operational processes with organizational objectives, supporting a customer-centric culture and continuous improvement mindset.
Junior Accountant & HR Coordinator
SC FLIPS SRL
06.2002 - 07.2003
- Monitored and reconciled daily account balances in both local and foreign currencies, ensuring accuracy and compliance with internal financial controls.
- Executed internal fund transfers and coordinated payments to third parties and governmental institutions in accordance with company policies and fiscal regulations.
- Processed and recorded invoices for internal customers, maintaining transparency and accuracy in financial documentation.
- Registered incoming and outgoing payments based on transaction listings provided by banking partners, ensuring alignment with accounting standards.
- Prepared and administered payroll operations, ensuring timely and accurate salary disbursement in compliance with labor and tax regulations.
- Maintained comprehensive records of employee absences, including vacation, medical leave, and special permissions, supporting workforce planning and HR reporting.
- Drafted and updated employment documentation, internal procedures, and organizational forms, ensuring compliance with corporate policies and local labor laws.
- Designed and implemented structured employee onboarding programs to facilitate smooth integration of new hires and strengthen engagement during the initial employment phase.
- Managed employee benefits administration and responded to inquiries related to compensation, benefits, and HR policies, ensuring clear communication and employee satisfaction.
- Collaborated cross-functionally with Finance and HR leadership to optimize internal processes, improve data accuracy, and enhance the overall employee experience.
Education
M.D. -
Facultatea De Stiinte Economice
01.2002
High School Diploma -
Colegiul National "Horea, Closca Si Crisan"
01.1998
Skills
- Enterprise-level customer success strategy and execution
- Customer engagement, satisfaction, and retention management
- Trusted advisor relationship building and stakeholder alignment
- Contributed to strategic account planning and customer success plan development
- Customer lifecycle management and value realization tracking
- Escalation and issue resolution leadership
- Call center operations oversight and proactive customer support
- Service process optimization and continuous improvement initiatives
- Service Level Agreement (SLA) governance and performance monitoring
- Service contract lifecycle management, renewals, and billing accuracy
- Upsell and cross-sell strategy execution to expand customer value
- Cross-departmental coordination with Sales, Marketing, Services, and Product teams
- Strategic communication with global and regional stakeholders
- Customer feedback analysis and insight sharing with internal teams
- Coordination of professional services, support, and product functions for global accounts
- Proficient in CRM platforms (Salesforce, Oracle EBS, Siebel) for case, account, and contract management
- Customer needs assessment and data analysis for predictive engagement
- Reporting on customer KPIs and success metrics to drive strategic decisions
- Mentoring and training of service teams to ensure customer-centric performance
- Driving organizational alignment around customer outcomes
- Supporting marketing campaigns, product launches, and customer enablement initiatives
Customer Success & Relationship Management
Service Delivery & Operations Excellence
Cross-Functional Collaboration & Communication
CRM & Data-Driven Insights
Leadership & Development
Affiliations
Active volunteer supporting community initiatives, event coordination, and outreach programs at ASOCIATIA OAMENI BUNI.
Certification
Driving license Category B date acquired 1997-10-01
Foreign languages
English
Full Professional
French
Professional Working
Italian
Limited Working
Timeline
EMEA Customer Success Manager
Lectra
10.2012 - Current
Office Administrative Assistant
ATSNET
07.2011 - 10.2012
CUSTOMER SERVICE REPRESENTATIVE
MILLENIUM BANK
12.2010 - 03.2011
SENIOR TELLER
MILLENIUM BANK
02.2008 - 06.2011
Back Office Operations Coordinator
BANCA TRANSILVANIA
06.2004 - 08.2007
ACCOUNT ADMINISTRATOR
BANCA TRANSILVANIA
07.2003 - 06.2004
Junior Accountant & HR Coordinator
SC FLIPS SRL
06.2002 - 07.2003
M.D. -
Facultatea De Stiinte Economice
High School Diploma -
Colegiul National "Horea, Closca Si Crisan"