Andrea Molnar
Sr. Customer Success
Spijkenisse,South Holland
Summary
Results-oriented Project and Customer Success Lead with proven track record in leading cross-functional teams and enhancing client relationships, retention and satisfaction. Versatile in delivering complex projects on time and within budget while achieving a significant CSAT score increase to 95%. Skilled at identifying client needs, implementing effective solutions, and fostering long-term partnerships. Committed to aligning project outcomes with organizational goals and ensuring a seamless customer experience.
Overview
20
20
years of professional experience
9
9
Certification
Work History
Senior Customer Success and Implementation Lead
MSTS Tolls- Shell Portfolio Company
03.2019 - Current
- Developed a user-friendly training guide for existing accounts that streamlined processes and reduced onboarding time by 20%; distributed materials to over 100 users, leading to improved overall performance metrics.
- Managed a portfolio of 10 high-value clients, raising the CSAT score from 80% to 95% within one year through proactive engagement and tailored support.
- Collaborated with cross-functional teams to ensure customer success and satisfaction throughout the customer journey.
- Led the planning and execution of 3 major projects, focusing on resource allocation and timeline management.
- Facilitated regular team meetings and stakeholder updates to communicate project status and address any issues proactively.
- Established and led new staff training system reducing onboarding time by 50% and contributing to a 30% increase in team productivity.
Customer Success | Financing Sales | Digital Sales
IBM
03.2007 - 01.2019
- Managed customer success initiatives for a regional team of over 100 customers, resulting in a 20% increase in customer retention within a year.
- Consulted, negotiated, sold, represented, and developed cross-region financing solutions, reaching 100% of $US4m/q target (service clip level 15K).
- Project managed and sold to new and existing top-customer portfolio with the most suitable infrastructure solutions.
- Engaged tactical units to overcome showstoppers and to succeed in deal closings, thriving to increase quarter to quarter achievement by 10%.
Office Manager / Assistant Manager
Takata
Arad, Romania
06.2004 - 12.2006
- Proven ability to learn quickly and adapt to new situations.
- Drove management meetings with performance review
- Led and organized daily activities of designer office by translating requirements into tasks and assigned to the right teams
- Coordinated and organized all administrative activities of design engineer office.
- Improved internal and external communication, represented department interests during audit,
Education
Bachelor of Arts - Political And Human Sciences
Vasile Goldis University
Romania07.2006
Skills
- Project Planning & Execution (Agile & Waterfall Methodologies)
- Customer Relationship Management
- Onboarding & Training
- Conflict Resolution
- Cross-Functional Collaboration
- CRM Software (Salesforce)
- Communication & Presentation Skills
- Account, contract, and team management
- Stakeholder Management
- Team Leadership & Development
Certification
- Google Project Management Professional Certificate
- Certified Professional Life Coach
- Global Sales School - Organisational Leadership and Consultative Selling
- Leading at IBM - Internal Leadership Program
Languages
Hungarian
Native or Bilingual
Romanian
Native or Bilingual
English
Full Professional
Dutch
Limited Working
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeWork Location
RemoteHybridImportant To Me
Work-life balanceCompany CulturePersonal development programsPaid time offCareer advancementWork from home optionHealthcare benefitsTeam Building / Company RetreatsQuote
Try not to become a man of success. Rather become a man of value.
Albert Einstein
Interests
Psychology
Animal welfare
Accomplishments
- Collaborated with team of 15 in the successful and timely execution of Office Move project.
- Saved €700K by discovering an invoice generating system error
- Led a strategic customer migration project with 100% success and goal achievement
- Successfully trained 15 new colleagues, developing an easier and comprehensive portfolio of materials.
- Organized, led and orchestrated well received Secret Santa events.
Software
Salesforce
MS Offfice
Google Docs
IBM Softwares
Timeline
Senior Customer Success and Implementation Lead
MSTS Tolls- Shell Portfolio Company
03.2019 - Current
Customer Success | Financing Sales | Digital Sales
IBM
03.2007 - 01.2019
Office Manager / Assistant Manager
Takata
06.2004 - 12.2006
Bachelor of Arts - Political And Human Sciences
Vasile Goldis University
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