Raluca Gherca Email and Phone Number

• Manage Software and Hardware Support delivery from operational point of view ensuring financial performance for the customer support contract and customer satisfaction with the services delivered.• Monitor the operational and financial performance of the service delivery unit for specific customers, based on the WLA requirements.• Handle operational day to day issues and act as primary escalation point for high priority incidents. • Handle specific contract delivery performance ensuring that contracted SLA and KPIs are met while avoiding over-delivery.• Lead the customer network support engineers’ team and work closely with competence centers, global support, and product line maintenance teams to secure SLA for the customer

• Coordinate monthly Business & Sales Forecast process for Romania and Moldova customers. • End-to-end responsible for financial forecast data accuracy and on time completion of the Forecast Exercises.• Keep track of sales opportunities and making sure they are accurately reflected in the forecast info gathered from account managers• Perform and present to Head of Sales detailed analysis for any deviations on forecasted data

• In charge with pre-sales for Customer Support and Managed Services offers.• Prove understanding of customer business with strong ability to develop and present value argumentation propositions for Managed Services and Customer Support Services. • Assist with the preparation of tender’s documentation (high-level service solution description, responsibility matrix, cost estimation, price recommendation, presentations, business cases).

• Understand the client's technical and financial needs and develop customized technical and commercial offers. • Negotiate terms and contractual conditions with customers• Promote products and solutions of more than 30 IT vendors.• Work closely with the Product Management Department to create targeted campaigns for customers with online stores.

• Understand the client's technical and financial needs and develop customized technical and commercial offers. • Negotiate terms and contractual conditions with customers• Promote products and solutions of more than 30 IT vendors.