Ramona Georgiana Cucuruzanu
Cluj
Summary
Results-driven professional with over 8 years of experience in customer-facing roles, including SaaS account management, renewals, and technical support. Proven track record of managing end-to-end client lifecycles, including contract renewals, upsell opportunities, and churn mitigation. Adept at building strong internal and external relationships, driving operational excellence, and ensuring high customer retention. Excel at cross-functional collaboration, process compliance, and revenue forecasting in fast-paced environments.
Overview
11
11
years of professional experience
Work History
Enterprise Technical Support Engineer
8x8
01.2024 - Current
- Manage support lifecycle for enterprise SaaS clients, ensuring timely issue resolution and customer satisfaction.
- Lead knowledge management initiatives using KCS methodology, driving self-service and retention.
- Collaborate cross-functionally with product, sales, and field services to resolve critical issues.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
Coaching Supervisor
Wave.ai
10.2023 - 12.2023
- Evaluated AI interactions for coaching readiness and provided actionable insights to enhance user experience and system performance.
- Partnered with developers to improve algorithm accuracy, compliance, and user satisfaction.
Business Representative
Smith & Associates
03.2023 - 08.2023
- Conducted lead generation, cold calling, and account qualification in a B2B environment.
- Negotiated contracts and pricing with prospects and managed client relationships to ensure repeat business.
- Developed new business opportunities through regular prospecting and targeted outreach efforts.
- Maintained connections with clients through proactive communication, supporting lead generation and partner satisfaction.
- Cultivated long-term partnerships with suppliers/vendors that resulted in cost savings and improved service quality.
Customer Success Manager
8x8
07.2021 - 03.2023
- Managed a portfolio of 10–20 enterprise accounts, ensuring timely renewals and identifying expansion opportunities.
- Led success planning, business reviews, and proactive risk mitigation efforts.
- Coordinated with Sales and Support teams to manage escalations and deliver seamless customer experiences.
- Increased account retention through targeted success plans and upselling of product enhancements.
- Served as the primary point-of-contact for enterprise, strategic clients, ensuring timely resolution of issues and effective communication.
- Established strong relationships with clients to build trust and loyalty, leading to long-term business partnerships.
- Achieved revenue targets by managing renewals effectively and identifying upsell opportunities within existing accounts.
- Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
- Streamlined internal workflows through cross-functional collaboration, improving overall efficiency within the customer success department.
Technical Escalation Specialist
8x8
11.2020 - 07.2021
- Owned the escalation process, ensuring customer retention through effective issue resolution and stakeholder communication.
- Created reports on escalation trends to improve processes and reduce risk.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
- Improved customer satisfaction ratings by providing prompt, empathetic support to clients facing issues.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
Technical Support Engineer
8x8
05.2019 - 11.2020
- Delivered technical support to enterprise customers, handling urgent cases with high attention to detail.
- Processed change requests, device management, and feature configurations in cloud-based environments.
Senior Customer Service Representative
Yardi
05.2014 - 05.2019
- Provided billing and portal support to US-based clients via multi-channel communication.
- Built rapport, resolved issues efficiently, and ensured high customer satisfaction.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Engaged clients in person and over phone to answer questions and address complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
Education
B.A. - European Studies and Civilization
Babeș-Bolyai University
01.2020
Skills
- SaaS Renewals & Retention
- Customer Lifecycle Management
- Account Management & Expansion
- Cross-functional Collaboration
- Forecasting & KPI Tracking
- Contracts & Policy Communication
- CRM & Support Tools (Salesforce, Zendesk)
- Fluent in English
Timeline
Enterprise Technical Support Engineer
8x8
01.2024 - Current
Coaching Supervisor
Wave.ai
10.2023 - 12.2023
Business Representative
Smith & Associates
03.2023 - 08.2023
Customer Success Manager
8x8
07.2021 - 03.2023
Technical Escalation Specialist
8x8
11.2020 - 07.2021
Technical Support Engineer
8x8
05.2019 - 11.2020
Senior Customer Service Representative
Yardi
05.2014 - 05.2019
B.A. - European Studies and Civilization
Babeș-Bolyai University
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