Mihaela-Marilena Ionescu-Lungu

Experience

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  Competence Call Center

  Aug 2010 - Aug 2011

  Call Center Agent
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  Lugera & Makler SRL

  Nov 2012 - Oct 2013

  Social Media Executive
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  Oracle

  Mar 2014 - May 2024

  Drove customer success by guiding onboarding, implementation, and adoption of Oracle Cloud ERPM & HCM solutions, ensuring alignment with business goals and KPIs.Maximized value realization through best practices, industry benchmarking, and proactive enablement resources, boosting product adoption and ROI.Mitigated risks and resolved escalations by collaborating with cross-functional teams to deliver tailored recovery plans and high-quality outcomes.Supported business growth by partnering with Sales and Renewals to secure renewals and identify expansion opportunities.Mentored new employees and contributed to internal CS projects, strengthening team expertise and operational excellence. Show less Built and maintained strong customer relationships across onboarding, implementation, and live phases, ensuring Oracle Cloud ERPM & HCM solutions aligned with business goals and KPIs.Accelerated product adoption and ROI by sharing best practices, industry benchmarks, and proactive enablement resources.Mitigated risks and managed escalations through collaboration with Oracle teams, delivering effective recovery plans and safeguarding customer success.Partnered with Sales and Renewals to drive timely renewals and identify growth and expansion opportunities.Enhanced customer capability by coaching on Oracle resources (Support, University, Customer Connect, user groups, webinars), improving engagement and self-sufficiency. Show less Led end-to-end SaaS renewal sales cycle, from proposal to contract execution, ensuring timely and early closures while maximizing revenue and retention.Drove customer retention and expansion by securing long-term contracts, maximizing price uplift, and identifying up-sell and cross-sell opportunities across CX, HCM, ERP, EPM, and OMC solutions.Achieved and exceeded renewal targets and KPIs, consistently delivering accurate quarterly revenue forecasts and supporting long-term pipeline visibility.Built and maintained strong executive relationships with key customer stakeholders and Oracle field teams, fostering trust and driving solution adoption.Contributed to business innovation by improving SaaS renewals processes, enhancing customer satisfaction, and aligning renewal strategies with Oracle’s growth objectives Show less Provided expert financial licensing consultancy to Oracle customers, ensuring compliance, governance, and optimization of Enterprise License Agreements.Validated and analyzed customer contracts and usage data, establishing accurate licensing positions and delivering actionable insights.Partnered cross-functionally with Sales, Contracts, Legal, Support, and other Oracle lines of business to resolve licensing issues and support customer engagements.Enhanced customer satisfaction and trust by delivering transparent, consultative services and educating customers on Oracle licensing best practices.Maintained deep expertise in Oracle products, licensing terms, and business practices, acting as a trusted advisor and analytical expert. Show less Managed and enabled a portfolio of Oracle partners, delivering tailored value propositions and personalized benefit proposals aligned to OPN Specialized offerings.Drove partner growth and readiness through business planning, training, specialization development, and competency building across sales, marketing, education, and support.Collaborated with cross-functional sales teams (Channel Managers, TechGB, Sales, and Distributors) to deliver fully profiled, enabled, and revenue-generating partners.Increased partner loyalty and profitability by securing renewals of OPN memberships, distribution agreements, and support contracts.Recruited and developed high-impact partners, identifying prospects, qualifying opportunities, and onboarding them into the OPN Specialized program. Show less

  • Principal Customer Success Manager

    Apr 2024 - May 2024

  • Senior Customer Success Manager

    Mar 2022 - Apr 2024

  • Customer Success Manager

    Jun 2020 - Mar 2022

  • SaaS Renewals Manager for Iberia

    Jun 2016 - Jun 2020

  • Customer Success Manager Iberia

    Apr 2016 - Dec 2017

  • LMS Enterprise Consultant

    Jan 2015 - Apr 2016

  • Partner Business Consultant

    Mar 2014 - Dec 2014
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  Microsoft

  Jun 2024 - now

  Customer Success Operations Account Manager

  - Developing and executing Customer Success strategies to ensure alignment with business goals and maximize customer retention for S500 customers. - Part of the International Customer Success Unit