Alina Dumitrescu
Customer Success Manager| Technical Strategic Solutions Expert| Travel Technology Professional
Barcelona
Summary
Dedicated and dynamic professional with 20 years of experience in customer success management and technical strategic solutions. Focused on driving customer satisfaction and retention through personalized support, relationship building, and in-depth technical expertise. Proven ability to bridge the gap between customers and product development teams, ensuring that solutions are aligned with client needs and business objectives. Solid understanding of market dynamics in both the logistics and travel industries, having worked across multiple countries in Northern and Southern Europe. Well versed in working in fast-paced environments and delivering innovative, customer-centric solutions that meet the evolving demands of the markets.
Overview
14
14
years of professional experience
9
9
years of post-secondary education
Work History
Lead- Solutions Consultancy
Paack Logistics
6 2023 - Current
- Lead and mentor a team of Implementation Consultants to ensure successful project delivery and customer onboarding
- Foster cross-departmental stakeholder management, review integration backlogs and align priorities with stakeholders
- Develop and implement integration strategies aligned with business objectives, leveraging industry best practices and innovative solutions to drive efficiency
- Oversee end-to-end project management activities, including scope definition, resource allocation, risk management, and stakeholder communication, to ensure projects are delivered on time and within budget
- Foster collaboration and communication across cross-functional teams, including development, operations, and business units, to facilitate smooth integration processes and alignment with project goals
- Ensure the highest standards of quality and compliance are maintained throughout the integration lifecycle, conducting regular reviews and audits to identify areas for improvement
- Drive continuous improvement initiatives to streamline processes, enhance efficiency, and maximize the value delivered by integration projects
- Collaborate with external vendors and partners to evaluate, select, and onboard third-party integration solutions, ensuring alignment with organizational requirements and standards.
Customer Solutions Consultant
Paack Logistics
05.2022 - 06.2023
- Serve as a subject matter expert in integration methodologies, tools, and technologies, providing consultancy to clients and internal teams to optimize integration solutions and resolve complex challenges
- Provide technical support during the sales cycle, conducting discovery sessions, gathering requirements, and translating them into technical solutions
- Participate as key stakeholder in Product migrations, contributing as internal validator and tester of key features and enhancements
- Enhance documentation to build source of truth platforms (Confluence) and project management tools (Jira)
- Find ways to optimize both areas and align them more closely with the rest of the best practices.
Customer Success Manager
Travelport
01.2019 - 05.2022
- Manage a portfolio of global OTA customers from a technical delivery standpoint
- Build detailed strategic plans in line with the company’s value pillars and drive joint strategic roadmaps in partnership with customers
- Conduct technical discovery sessions, identify product dependencies and expansion opportunities to help protect, acquire, and enhance the business
- Educate internal and external customers on existing and new Travelport products and capabilities and how these contribute to business growth
- Provide business, technical, and product input in support of pre/ post sales initiatives, ensure product adoption and customer satisfaction
- Participate in regular strategic and tactical business reviews
- Partner with relevant product and development stakeholders to align and drive priorities of customer requirements and ensure business deliverables are met
- Identify industry trends, disruptions and changes and proactively engage with customers to enforce awareness and discuss potential impact
- Influence technical requirements priorities by championing the voice of the customer within the product steering committee
- Support REST and XML API integrations and migration projects.
Sr. Online Solutions Specialist
Travelport
04.2016 - 12.2018
- Support the existing OTA business division in Europe by providing API solution consultancy services for TIER 1 e-commerce customers
- Act as technical consultant in new business initiatives, conduct discoveries, benchmarking and gaps analysis projects
- Participate in the entire service relationship to ensure design, development documentation and implementation of solutions
- Match client’s business requirements with product capabilities, run end to end workflow heath checks and product demos
- Work with cross line of business functions to train customers and internal staff on product functionality and customization, technical developments and scripting as well as enforce implementation of best practices
- Collaborate with tech writers to ensure accurate documentation of product capabilities and functions.
Business Analyst- API
Travelport
03.2015 - 03.2016
- Leverage subject matter expertise to the broadest benefit of the business
- Gather, document and analyze business needs and requirements
- Define the details of features and work with internal teams to design the best solution
- Create testing scenarios and perform QA testing
- Analyze defects and act as SME for development teams
- Provide support and consultancy to key corporate projects and initiatives, and customer alpha/beta programs.
API Solutions Analyst
Travelport
04.2010 - 02.2015
- Provide BAU API support services to online travel agencies in the EMEA region
- Analyze and troubleshoot outage impacts and bug reports
- Assist customers onsite throughout the API implementation process
- Participate in Product Acceptance Testing sessions for new products and features
- Ensure knowledge transfer for new API Support team members
- Perform gaps analysis, end to end workflow reviews and certifications and optimize customer applications
- Support ALPHA/ BETA product testing.
Education
Bachelor’s degree – Philology - German
Bucharest University
01.2000 - 04.2004
Baccalaureate Degree - undefined
Vlaicu- Voda High School
01.1996 - 04.2000
Skills
Expertise in building strong, long-term relationships with clients, ensuring they derive maximum value from products and services
Languages
Romanian
Native language
English
Proficient
C2
Spanish
Proficient
C2
French
Upper intermediate
B2
Italian
Elementary
A2
Dutch
Elementary
A2
German
Intermediate
B1
Timeline
Customer Solutions Consultant
Paack Logistics
05.2022 - 06.2023
Customer Success Manager
Travelport
01.2019 - 05.2022
Sr. Online Solutions Specialist
Travelport
04.2016 - 12.2018
Business Analyst- API
Travelport
03.2015 - 03.2016
API Solutions Analyst
Travelport
04.2010 - 02.2015
Bachelor’s degree – Philology - German
Bucharest University
01.2000 - 04.2004
Baccalaureate Degree - undefined
Vlaicu- Voda High School
01.1996 - 04.2000
Lead- Solutions Consultancy
Paack Logistics
6 2023 - Current
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