Radu Nicolae Email & Phone Number

Bucharest, Romania

My role encompasses strategic planning, setting goals and objectives, and ensuring alignment with the company's vision and values. I work closely with various stakeholders, including product management and development, sales, marketing, implementation leads and customer success managers, to deliver innovative software solutions that cater to the evolving needs of our customers. Additionally, I prioritize talent development and mentorship within my team to foster a culture of continuous growth and collaboration, empowering team members to reach their full potential and contribute to the overall success of Oracle.

My primary responsibilities include aligning team goals with the company's direction and vision, conducting regular performance reviews and career development discussions with team members, and collaborating closely with cross-functional teams such as development, product management, presales, sales, and customer success. In addition, I focus on optimizing support processes and procedures, addressing high-visibility escalations, and serving as a focal point of contact for key partners and customers. My role also involves advising the executive team on key metric improvement, providing support for strategic market penetration, and ensuring the continuous growth and development of my team through effective training, mentorship, and talent acquisition.

- align team goals to the company-wide direction and vision;- quarterly 1-on-1 discussions with team members regarding performance, goals and career development;- develop support procedures and review team cases;- review customer satisfaction surveys and follow up when needed;- manage team holiday requests and shifts;- manage internal team tools;- train team members and new hires on the product and related technologies, as well as internal tools and procedures; - new case assignment and triage within team;- closely collaborate with development and product management in defect and new feature triages and prioritization;- closely collaborate with presales, sales and customer success managers in order to enable them to positively impact company revenue and customer satisfaction;- assist team members with difficult issues and escalations;- filter and interview candidates when hiring new team members;- point of contact for high visibility escalations;- improve and optimize existing support processes and procedures, as well as identify potential bottlenecks;- focal point of contact for high revenue generating partners and customers;- advise executive team regarding key metric improvement;- provide support for penetrating strategic markets.

Bucharest, Romania

- respond to support tickets within SLAs;- assist team members with difficult issues and escalations;- point of contact for high visibility escalations;- train team members and new hires on the product and related technologies, as well as internal tools and procedures; - very closely collaborate with development and product management in defect and new feature triages and prioritization;- weekly case quality review for all team members;- new case assignment and triage within team;- knowledge base items review and publishing approval;- managing and setting up the team's testing and replication environments;- troubleshoot customer issues towards a resolution;- create knowledge base articles with solutions;- collaborate with development when product defects are found;- forward activities that are deemed as billable to the Services department;- provide guidance regarding product usage and best practices.

Bucharest, Romania

- respond to support tickets within SLAs;- assist team members with difficult issues and escalations;- point of contact for high visibility escalations;- train team members and new hires on the product and related technologies, as well as internal tools and procedures; - very closely collaborate with development and product management in defect and new feature triages and prioritization;- weekly case quality review for all team members;- new case assignment and triage within team;- knowledge base items review and publishing approval;- managing and setting up the team's testing and replication environments;- troubleshoot customer issues towards a resolution;- create knowledge base articles with solutions;- collaborate with development when product defects are found;- forward activities that are deemed as billable to the Services department;- provide guidance regarding product usage and best practices.

Bucharest, Romania

- respond to support tickets within SLAs;- troubleshoot customer issues towards a resolution;- create knowledge base articles with solutions;- collaborate with development when product defects are found;- forward activities that are deemed as billable to the Services department;- provide guidance regarding product usage and best practices.