Tonči Dumanić

Strategic leader in customer success with a passion for driving satisfaction, loyalty, and growth within existing accounts. Excel in relationship building, data-driven decision-making, cross-functional collaboration, and team leadership to exceed client expectations and deliver impactful business outcomes.

Key Responsibilities and Achievements

• Relationship Management: Cultivate and maintain strong relationships with key clients, proactively addressing their evolving needs and ensuring their continued satisfaction.
• Strategic Initiatives: Collaborate with cross-functional teams (product, sales, etc.) to develop and execute strategies that improve customer experiences and drive positive results.
• Data-Driven Growth: Leverage customer data to forecast needs, identify growth opportunities, and tailor solutions that align with business objectives.
• Project Leadership: Manage multiple customer development teams, providing guidance, ensuring on-time delivery, and facilitating successful project outcomes.
• Problem Solving: Proactively address and resolve any potential customer challenges, ensuring a smooth and productive journey for clients.
• Account Expansion: Explore and execute new opportunities within existing accounts, effectively positioning value propositions and identifying areas for expansion.
• Team Development: Successfully lead and develop a team of customer success professionals (or similar), cultivating a results-driven, customer-focused culture.
• Organizational Growth: Key contributor to organizational success, achieving a 15% growth within 7 months.
• Customer Pilots: Spearheaded the implementation of a successful engineering department service pilot for a new major client.

Key Skills

• Customer Relationship Management
• Strategic Collaboration
• Data Analysis and Insights
• Project Management
• Problem Resolution
• Account Expansion & Growth
• Leadership and Team Development

Led the full product lifecycle for a mission-critical, telco-grade distributed system within Ericsson's Core Network as the Head of Product, CUDB Node. Demonstrated exceptional leadership, technical expertise, and a commitment to quality and customer satisfaction while guiding a cross-functional team of 70+ individuals. Successfully hired, coached, and retained top talent, including 3 engineering managers and more than 5 top engineers.

Key Responsibilities and Achievements

• Product Lifecycle Management: Oversaw the complete product lifecycle of the CUDB Node, including roadmap planning, early phases and pre-studies of the product features, budgeting, development, rigorous testing (CI/CD), deployment, and 24/7 support.
• Organizational Excellence: Established a high-performing organization known for on-time software delivery and a continuous improvement mindset.
• Quality Improvement: Championed quality initiatives that resulted in significant reductions in customer-reported faults (40%) and emergency escalations (60%).
• Financial Responsibility: Held full responsibility for the CUDB Node budget, ensuring efficient resource allocation and alignment with business goals.
• Stakeholder Collaboration: Built and maintained positive relationships with stakeholders, ensuring alignment and project success.

Key Skills

• Roadmap Planning
• Team Leadership and Development
• Telco-Grade Software Development
• Quality Assurance and Testing (CI/CD)
• Financial and Budget Management
• Stakeholder Communication and Collaboration

• As a Line Manager, I was responsible for leading a unit of three software development teams, ensuring their growth and success
• My role involved recruiting new team members, coaching and supporting existing team members, holding regular 1:1 meetings, organizing team meetings, managing salary and performance reviews, and continuously seeking out ways to improve the development of my teams.

• I was a Senior Java Developer, leading the development of the entire UDM core network testing framework
• My primary role was to develop test software based on requirements using Java
• In addition to that, I also served as an Agile Coach and Product Owner, guiding and overseeing the development process.

• I was a software engineer specializing in developing telecom-grade high-reliability software for mobile code access networks
• I worked primarily in C programming language and in embedded systems.

• As a web developer for an online booking agency, my focus was primarily on the backend, business logic, and database work.