Monica Goran

Experience

• 

  Pizza Hut

  Aug 2004 - Nov 2005

  HOST, WAITRESS

  Welcoming clients in the restaurant, assuring a polite and hospitable service, handling with flexibility clients demands and any other problem concerning the restaurant.

• 

  Accenture

  Jan 2007 - Jul 2007

  ACCOUNT Receivable – Nederland

  • Generate and send customer invoices, follow up and allocate payments; perform account reconciliations; research and resolve payment discrepancies; process adjustments and payment receipts; investigate and process customer queries; assist with month end closing; maintain accounts receivable customer files and records• Customer communication (including other internal departments), travel agents, sales offices orother external parties in relation to processed activities and solving issues Show less

• 

  Wipro Limited

  Jul 2007 - Sept 2009

  Procurement Specialist German - General Motors

  • Internal audit – quality check for a team of 8 HC• Customer order requests processing and supplier RFP placement• Supplier POs placement according to the client’s and the supplier’s specifications• Analyze prices and data to determine the right price to pay• Maintain and update existing contracts• Maintain a good relationship with the customer and the suppliers• Mediating conflicts between employees and management as the employee’s representative

• 

  PTC

  Oct 2009 - May 2018

  • Mobilize the team for complex programs containing PLM software delivery projects for customers like Volvo, Volkswagen, Bosch etc. by matching skill sets of technical consultants to the requirements in the Statement of Work, work with Project Managers and Business Leads when staffing conflicts arise (mismatched skill sets, project change in requirements, changes in project dates, etc), align with Market Leads on pipeline staffing opportunities and with Project Managers on the on-going staffing issues, including changes to scope of project; evaluate need for and initiate escalation process; research for training opportunities and communicate with resources (personality conflict, etc.); help technical consultants to schedule project engagement around work/life balance; align with Operations for funding/resource accuracy and maintain resource schedules in Salesforce system. Show less Ensure timely revenue recognition for the CER Market by coordinating communication between Finance, Sales, and Delivery departments. Managed Subcontractor Business Operations: set up new subcontractor accounts, prepared documentation with Project Manager input, created Purchase Orders, handled invoice reconciliation and time entry in Salesforce, maintained communication with subcontractors for strong relationships and accurate cost forecasting, and performed margin analysis. Collaborated with Credit & Collection and Order Management teams; conduct ad-hoc business analyses to support Delivery and Operations Managers; maintain and update the Service Delivery P&L for the European market.Managed Transactional Business Projects across Central Europe and the UK, coordinating internal resources and subcontractors for seamless delivery of PLM solutions in Automotive, Electronics, High-Tech, Aerospace & Defense, Industrial, and MedTech industrie; Ensured on-time, in-scope, and within-budget project delivery; oversaw resource allocation and availability; manage scope, schedule, and cost changes; mitigate risk and maintain strong customer relationship.Manage customer satisfaction during transition period, organize meetings with project team members in order to identify and solve issues, prepare status reports, calculate and enter project forecast, risk and upside in Salesforce; ensure accurate time entry and in time customer sign offs for revenue recognition at quarter end; Show less

  • Resource Planning Specialist WER

    May 2014 - May 2018

  • Business Analyst and Transactional Business Project Manager- Central Europe Market

    Oct 2009 - Apr 2014
• 

  Oracle

  May 2018 - now

  • Leading a team of talented Customer Success Managers (12+) supporting Mid-Market ECEMEA, Africa, Turkey, Israel, CEE & LEENA customers to achieve the highest business value from their investment in Oracle SaaS applications, making sure our customers are successful in their Cloud journey by reaching their KPI targets and Business Objectives. Our main objective is to maximize Customer retention and satisfaction while also driving Oracle SaaS subscription growth.• Foster strong collaboration and communication with executive leaders across Oracle Lines of Business—including Sales, Renewals, Support, Development, and Product Strategy—as well as customers and external implementation partners. Partner with the Marketing department to develop compelling Customer Videos, Success Stories, Webinars, marketing campaigns tailored to the needs of key market segments. Create impactful digital communication strategies that engage customers and showcase the latest SaaS innovations, increasing brand visibility and driving ARR growth. Monitor campaign performance by analyzing conversion rates, customer expansion, activity levels, and loyalty metrics. Continuously refine and re-plan • Manage a portfolio of ~260 accounts with ~60 M$ ARR, strategically assigning CSMs based on team development plans, ensuring effective escalation management and action plans while constantly overachieving internal business KPIs, engaging in innovative internal AI projects to drive organizational impact and winning quarterly renewal and expansion awards. • Coaching and mentoring CSMs on professional development by supporting personalized development plans, holding regular 1:1s focused on both operational needs and personal motivation and professional satisfaction, providing constructive feedback and training recommendation relevant to their carrier direction. Bring high level of energy, passion, creativity and enthusiasm to inspire high performance across the team. Show less • Build a strong relationship with all external and internal stakeholders putting customer interest first. Consider customer business requirements and act as a strategic partner liaising with Sales, Product Development, Product Strategy and Support to offer the best customer experience throughout entire Customer Lifecycle. Keep a close relationship with implementation partner in order to make sure all implementation phases are treated with the right attention, all risks are addressed, testing and user trainings are done properly and established Go-live dates are successfully meet. Deliver customer workshops to promote resources available to them, establish business objectives and KPIs, address challenges and provide product and industry best practices. • Manage internal and external projects to maximize customer retention and expansion by facilitating activities and guiding them to the solutions value while also driving increased SaaS revenue. Understand customers cloud strategy and provide resources that can assist their strategic business direction trough Value Adoption project where we define the scope, organize the interviews, analyze findings and provide recommendations. Engagement in internal projects at team level like innovate the forecasting and strategic planning of deliverables KPIs and team member improvement plans. Show less

  • Manager, SaaS Customer Success ECEMEA

    Jun 2021 - now

  • ERPM Customer Success Manager

    May 2018 - May 2021