Iulian Dumitru

Experience

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  IMS Health

  May 2015 - Mar 2016

  Junior Analyst

  - Database Processing;- Obtaining data by statistical means;- Responsible with data auditing and accuracy for top listedpharmaceutical companies;- Manipulating complex data using pivots, charts, formulas andpresenting it in precise layouts that are easy to understand throughPower Point.

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  Trust Motors - Peugeot/Citroën/DS

  Dec 2016 - Feb 2018

  - The responsibilities of Quality Assurance Analyst;- Took ownership of adapting and implementing the Operational Standards for all dealerships in Romania. I was the first one to do this in Romania;- Assuring that the operational standards are up to date and well defined in the dealership network. Making sure that the standards are properly transmitted and understood in the dealership network;- Establishing the standards for the current concessions;- Establishing the standards for future concessions; - Developing an audit system for operational standards;- Auditing the standards. Show less - Responsible for maintaining and supervising a newly internalized department created to ensure customer service and customer satisfaction;- Acting as data administrator for client database, centralizing, sorting and processing data received from dealerships according to the company's needs. Directly accountable for the correctitude and accuracy of the data;- Developing and implementing reports structure in accordance with main headquarter's objectives;- Accountable for creating and reporting the monthly and quarterly results based on the client satisfaction campaign results;- Main point of contact for the dealership network. Active role in explaining and sharing the results with the competent representatives in order to set the proper steps towards improving the overall customer satisfaction rate;- Direct contact with customers. Show less

  • Quality Assurance and Operational Standards Specialist

    Jul 2017 - Feb 2018

  • Quality Assurance Analyst

    Dec 2016 - Jun 2017
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  Oracle

  Mar 2018 - Apr 2023

  - Accountable for Enterprise level Cloud customers, that use oracle SaaS Front Office, with a total ARR of USD 45 Million ARR in Oracle investment and 5.2 Million ARR on my pillar - developing customer relationships that promote retention and loyalty;- Working knowledge of Back Office products, HCM and ERP;- My main goal is to create a strong relationship and establish myself as a trusted advisor by being consisted, truthful and passionate about helping our customers;- Develop and maintain high level exec. engagement and making sure there is always alignment between customer goals and operational goals towards achieving complete value realization;- I work with a variety of teams from the customer to develop Success Plans that increase their adoption of the solution, through creating strategies and actions that will improve their KPIs; - I help them in assessing the monetary value they will get by implementing new features or new solutions, while drawing a clear action plan;- Responsible for engaging the proper internal resources based on Customer’s needs – Support, Center of Excellence, Product Management, Education Services, Sales etc. Show less - Outstanding overall results - Fastest project implementation in the history of the department and ownership of 95 major implementations in a span of 8 months representing over USD 40 Million in Oracle income;- In less than a year I managed to become the go to person for everything related to this process and gain my manager's trust to act as a Team Lead for Non-Returned Parts for all EMEA;- Act as single point of contact for the entire lifecycle of major HW systems and Cloud @ Customer project implementations for Enterprise level customers;- I ensure that the project is accurately implemented and that the customer remains successful by realizing the full value of their investment with Oracle;- Project lead role - experience in orchestrating all internal and external stakeholders;- Responsible for maintaining a high level of client satisfaction by being a liaison between our clients and Oracle's internal operations. Show less

  • CX Cloud Customer Success Manager

    Dec 2021 - Apr 2023

  • Cloud Project Manager and Team Lead for EMEA NRP

    Nov 2019 - Dec 2021

  • Customer Success Business Operations Manager

    Mar 2018 - Nov 2019
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  DigitalGenius

  Apr 2023 - Dec 2024

  Customer Success Manager

  Passionate about bringing Artificial Intelligence solutions to the real world. At DigitalGenius we collaborate with high revenue and high growth E-Commerce businesses to deploy AI across pre & post sale customer support interactions. Our philosophy is to deliver an exceptional experience to our customers, and enable them to deliver an exceptional experience to theirs.

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  BRILU

  May 2025 - now

  Customer Success Team Manager

  Leading the Customer Success team from the ground up, working closely with the founders to build processes, hire top talent, and deliver exceptional value to our clients. We’re on a mission to bring marketing clarity and AI-powered agents to businesses everywhere - helping them grow smarter and faster.