Ian Rugas
Novaliches
Summary
With over 14 years of experience spanning technology, mortgage, BPO, and SaaS, this candidate brings a wealth of expertise to the table. As a Customer Success Manager for more than 5 years, the focus lies in delivering tailored solutions and cultivating enduring client relationships. The approach centers around understanding customer needs and driving their success towards achieving their goals, fostering loyalty and impactful results across various industries. Possessing a diverse skill set encompassing CRM, project management, process improvement, consulting, and sales, consistent success has been achieved through leadership in teams and projects, enhancing customer retention and satisfaction. Eager to acquire new skills and collaborate with diverse teams to stay ahead of industry trends. The ultimate objective is to proactively engage with customers to drive their success, enabling them to achieve faster ROI and fostering long-term relationships and growth.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Client Success Manager for OpenAI/ChatGPT
Catalyst BPX
12.2024 - Current
- As emerging trends and advancements in technology continue to shape the landscape, this role plays a key part in supporting the OpenAI to achieve their mission and ensure that the benefits of Artificial General Intelligence are accessible to all of humanity
- Led cross-functional teams (P2P, OM, OTC, AR, Accounting, EWF) to streamline end-to-end financial operations, ensuring efficiency and compliance
- Designed onboarding and BCP processes for OpenAI, supporting seamless integration and business continuity
- Managed service delivery, meeting SLAs/KPIs and maintaining high client satisfaction
- Facilitated client reviews (retrospectives, MBRs, QBRs) to drive alignment and continuous improvement
- Collaborated cross-functionally to resolve service issues and enhance financial process performance
- Enhanced client satisfaction by proactively addressing concerns and providing tailored solutions.
Senior Customer Success Manager
Solarwinds Inc. | BCG Taguig
08.2021 - 12.2024
- Recognized in the Top 5 out of 70 for Best Sales Pitch at SolarWinds (Sept 2024); awarded Outstanding CSM – APJ in Q4 2022
- Managed 1500-200+ mid to enterprise accounts (>$30K ARR) with >95% retention, driving adoption and satisfaction across APJ
- Oversaw ITSM/Cloud account onboarding, increasing user adoption and ensuring successful implementation
- Supported shift to subscription model by engaging newly converted customers and strengthening long-term relationships
- Handled 10+ high-profile escalated enterprise accounts, aligning internal teams to resolve issues and rebuild trust
- Collaborated with Support, Product, and Renewals teams to surface risky clients and implement churn-reduction strategies
- Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
- Managed escalations effectively, resolving complex issues and preventing future occurrences.
Client Success Manager/Functional Consultant
Oracle Netsuite
11.2019 - 08.2021
- Company Overview: Oracle is the world's leading provider of business software
- With a presence in over 175 countries, Oracle is one of the biggest technology companies on the planet leading a cloud revolution
- Managed a diverse portfolio of 30+ mid-to-enterprise accounts across APAC and NOAM regions, focusing on strategic client engagement and long-term relationship building
- Consistently achieved and exceeded >50% utilization targets, contributing to increased client satisfaction and long-term platform usage
- Drove a 15-20% improvement in client retention rates by delivering tailored solutions and proactive account management aligned with customer business goals
- Conducted regular business reviews and usage assessments to identify upsell/cross-sell opportunities and enhance platform adoption across business units
- Offered consultative guidance on NetSuite best practices to optimize system performance and maximize ROI
Consultant/Project Manager
Forth Bridge Solutions International
03.2019 - 10.2019
- Company Overview: Forth Bridge Solutions International, Inc (FBS) is a registered corporation under SEC
- The company caters to a myriad of projects in various industries that require expertise in outsourcing, IT, project management, marketing solutions, construction and consultancy services
- Consulting project for FBS under different portfolios such as hauling, and crypto literacy
- Developed a centralized prospective client database for the hauling business, organizing over 100 leads by industry, location, and potential deal size to support sales and strategic decision-making
- Managed documentations and created corporate /marketing presentations and company ads for social media presence
- Created a systematic prospective client data repository for the hauling business and utilized it for different business cases
- Contributed to fundraising success, exceeding goals by 20% in 2 months through impactful pitch decks and data-driven strategies
Supervisor
Cardinal Health | BCG Taguig
02.2018 - 03.2019
- Successfully led the end-to-end transition of the Vendor Management Process from Kochi, India to the Philippines, overseeing knowledge transfer, process documentation, and team ramp-up, resulting in 100% operational continuity and zero disruptions
- Collaborated with cross-functional teams to revise Global Vendor Master policies and co-develop standardized request forms, now adopted by 100% of requestors across APAC, LATAM, and EMEA regions.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- As a result of the transition, the company achieved greater consistency in processes and maintained full adherence to global and audit requirements for Vendor Master
Team Leader
Accenture Inc
06.2014 - 02.2018
- Led a pioneering team managing end-to-end contract entry for a major social networking client, streamlining workflows and improving process efficiency for the client's Legal Team
- Developed and updated playbooks and DTPs, and provided accurate budget forecasts and project timelines, resulting in 95% on-time project delivery
- Managed team hiring and onboarding, conducting training sessions and boosting employee engagement initiatives, leading to an improvement in team productivity
- Earned consistently high client satisfaction scores, maintaining 100% adherence to quality and service level targets over 12 months
- Built strong client relationships that directly contributed to a 3-year contract renewal, reinforcing trust and long-term partnership
Assistant Account Manager
Mortgage EZY
05.2012 - 06.2014
- Company Overview: MEZY is an innovative National Non-Bank Lender with Lending offices all around Australia
- Acted as Account Manager, overseeing 60 - 100+ loan applications per month, ensuring smooth progress from application to settlement
- Collaborated with brokers across Queensland and Western Australia, addressing issues and requests, while consistently meeting Service Level Agreements (SLAs) with 99% on-time compliance
- Boosted loan approvals by 10-15% month-over-month through effective relationship management, streamlined processes, and proactive issue resolution
Education
MBA - Business Administration And Management
Jose Rizal University
Mandaluyong City04.2012
Bachelor of Science -
Rizal Technological University
Mandaluyong City04.2004
Skills
- Client Success & Negotiation
- Strategic Thinking
- Client Satisfaction & Retention
- Customer Service & Sales Support
- Process Improvement
- Data Analysis
- Operations and Team Management
- Client engagement
- Customer retention
- Data analytics
- Report generation
- Stakeholder relationships
- Marketing tools
- Customer satisfaction
- Account oversight
Certification
- Certified Customer Success Manager | Gainsight | 2023
- Lean Six Sigma Yellow Belt (ICYB) | Six Sigma PH | 2017
- Certified Accenture Facilitator | Accenture Inc | 2016
Timeline
Client Success Manager for OpenAI/ChatGPT
Catalyst BPX
12.2024 - Current
Senior Customer Success Manager
Solarwinds Inc. | BCG Taguig
08.2021 - 12.2024
Client Success Manager/Functional Consultant
Oracle Netsuite
11.2019 - 08.2021
Consultant/Project Manager
Forth Bridge Solutions International
03.2019 - 10.2019
Supervisor
Cardinal Health | BCG Taguig
02.2018 - 03.2019
Team Leader
Accenture Inc
06.2014 - 02.2018
Assistant Account Manager
Mortgage EZY
05.2012 - 06.2014
MBA - Business Administration And Management
Jose Rizal University
Bachelor of Science -
Rizal Technological University
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