Denis Lixandru - Client Success Manager, CHILI publish

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Network Power<100 people

Roles

👍100%

Sales & BizDev

Geos

🇷🇴100%

Romania

Work Background

CHILI publishGlobal Client Success Manager

Sep. 2023BelgiumI spearhead the development and implementation of customer success best practices, leading to an increase in process efficiency. Segmenting clients based on use cases, I conduct in-depth quantitative and qualitative analyses with a country and regional focus. This allows a thorough understanding of use case spread, revenue streams, and local challenges in product adoption. I develop and execute a comprehensive management strategy that integrates product, marketing, engineering, and digital learning to optimize multi-level account management and elevate client experiences. In my role as a collaborative cross-functional leader, I act as an essential liaison among diverse organizational units, ensuring seamless collaboration and alignment with our customer success objectives. I lead annual business reviews and client engagement, spearheading innovative strategies that foster client relationships, identify improvement areas, and drive product and service enhancements. Championing customer advocacy and solution optimization, I advocate for clients' needs and priorities, coordinating with internal teams to deliver bespoke solutions and resolve issues promptly. Overseeing a streamlined multi-level account management approach, I implement strategic initiatives that enhance user experiences, assure satisfaction, and drive ongoing engagement and loyalty.

LansweeperEMEA | Customer Success Manager

Sep. 2022 - Aug. 2023East Flanders, Flemish Region, BelgiumIn my role, I was the bridge between our customers and the internal team, ensuring that customer perspectives were always at the forefront of our operations. I effectively tracked and managed the priority, impact, and urgency of product issues and feature requests, aligning our efforts with customer expectations. This responsibility also involved coordinating team efforts to address these concerns efficiently. I took charge of documenting customer project goals and success criteria, setting clear expectations for our products and services. Part of my role was to demystify our processes for technical support and customer service, ensuring customers were well-informed. Proactive engagement was key; I monitored customer accounts for any new issues, promptly alerted them to known problems, and played a pivotal role in the resolution of escalated concerns. Keeping customers updated on the progress of open issues was a priority, alongside identifying any potential adoption hurdles. Lastly, I provided customers with insightful metrics tailored to their objectives, showcasing the value and savings realized through our solutions. I also had a hand in reviewing and shaping our product roadmap, incorporating customer feedback to drive our product development strategy forward. This approach not only helped in maintaining a high level of customer satisfaction but also ensured that our product evolution was closely aligned with our customers' needs and feedback.

Morningstar SustainalyticsGlobal Customer Success Specialist

May. 2019 - Sep. 2022Bucharest, RomaniaI took on the critical responsibility of managing and retaining key Gold and Platinum Socio-Economic and Supply Chain clients, placing a strong emphasis on proactive churn management and customer retention strategies. My position as the primary point of contact for these clients meant I was pivotal in collaborating across various internal teams to significantly enhance customer experience and satisfaction. I dedicated myself to building solid relationships with decision-makers across Procurement, Sustainability, Investor Relations, and Treasury departments. This was not just to maintain rapport but also to identify and leverage upsell opportunities, demonstrating a keen understanding of our clients' evolving needs. My responsibilities also extended to conducting presentations and training sessions focused on our Sustainalytics products and services, aimed at deepening client understanding and engagement. In addition, I played a key role in organizing sales-related events and conferences, which further strengthened client relationships and promoted our brand. A significant part of my role involved developing my expertise in the ESG and Sustainable Supply Chain industry, ensuring that I could offer informed and relevant advice to our clients. As the go-to contact for the onboarding of new clients and their users on the Buyer Platform, I ensured a seamless transition and ongoing support, enhancing their overall experience. Collaboration with the Sales team was critical, especially in supporting pilot customers, managing renewals, and identifying expansion opportunities. This close partnership ensured that our strategic approaches were aligned and that we could jointly maximize client satisfaction and business growth.

OracleEMEA | Customer Success Manager

Jan. 2018 - Apr. 2019Bucharest, RomaniaEnhanced the responsibilities of the PaaS Renewal Manager by developing strategies to improve sales operations and customer engagement. I successfully converted existing use case streams into a dynamic sales pipeline, significantly reducing sales cycle times. This involved promoting the pipeline across organizational levels to align with our strategic objectives. A major part of my duties was to monetize our intellectual capital, effectively shortening the sales closure period. I conducted thorough audits of our sales pipeline to identify and correct deviations, collaborating with relevant Lines of Business (LOBs) and sales divisions to mitigate any issues. Deep customer analysis was pivotal, including competitive and RFM analysis, to strategically position us ahead of renegotiations. I managed extensive data entry and analysis tasks, such as weekly reporting and monitoring the opportunity base and Annual Recurring Revenue (ARR) trends of our pipelines. This allowed us to identify and act on sales trends, ensuring decisions were in line with company policies. Bridging the gap between product adoption and sales closure was crucial, as was reshaping configurations through sales-oriented processes to encourage repeat business and cloud adoption. My role not only aimed at improving sales efficiency but also at enhancing customer satisfaction and driving sustained growth for our cloud solutions.

OracleEMEA | PaaS Renewals Manager

Dec. 2016 - Jan. 2018Bucharest, RomaniaTasked with not only meeting but consistently surpassing revenue targets for PaaS Renewal Sales, while also achieving the defined Key Performance Indicators (KPIs). My territorial responsibilities spanned across Norway, Sweden, Finland, and Denmark, providing a diverse and challenging market landscape. I adeptly managed assigned customer accounts, leveraging all available resources and marketing activities to ensure success. A cornerstone of my role involved establishing strong, enduring, and collaborative relationships with key stakeholders within the EMEA Technology Sales Management and Field organization, Oracle Direct, and other Lines of Business (LOBs). This was critical in ensuring the continued success and acceptance of the PaaS Renewal model and organization. My responsibilities also included providing accurate and timely revenue forecasts, a vital aspect of strategic planning and resource allocation. Establishing a significant account presence and building trust with key contacts was paramount. This effort was aimed at driving adoption and ensuring optimal usage of Oracle's PaaS solutions among our client base. A proactive approach was employed in the development of business plans to identify both risks associated with renewal and opportunities for growth within the PaaS solutions domain. These plans were meticulously aligned with Oracle’s PaaS subscription renewal strategy and objectives, ensuring a cohesive approach to market penetration and customer retention. Furthermore, my role required a deep analysis of customer needs, identifying current business obstacles, scoping potential Oracle solutions, and providing direction on future product developments. This approach not only addressed immediate client challenges but also positioned Oracle as a forward-thinking leader in PaaS solutions.