Summary
Overview
Work history
Education
Skills
Languages
Certification
Timeline
Generic

Maria Drakoula

Hook

Summary

A highly skilled Commercial Operations & Business Analyst with expertise in data analysis and interpretation, and process design and implementation across SaaS, technology, and professional services environments. Demonstrates strong communication competence and problem-solving abilities, complemented by project management experience. Committed to leveraging these skills to drive organisational success and enhance operational efficiency. Trusted business partner to C-level stakeholders, known for strong analytical thinking, empathy and delivery focus.

Overview

6
6
years of professional experience
1
1
Certification

Work history

Commercial Operations Lead & Business Analyst

Isms.online
Remote
03.2024 - Current
  • Introduced key metrics insights such as ARR/GRR, NPS scores for Customer Success team and target tracking into the CRM for the Sales team.
  • Brought customer usage data into the CRM (Hubspot) allowing tracking of customer behaviour for improved CS experience, churn prevention and growth opportunities identification.
  • Identified key discrepancies between CRM & accounting systems and reduced the gap by 97%.


•Business partner to Customer Success leaders & SLT on strategic operations planning and execution.

•Monthly accounting and CRM system’s data reconciliation to ensure accurate forecasting and reporting

•Project Management of Hubspot(CRM) revamp with external consultancy support

•Customer Success Journey documentation, process improvement, automation and optimisation.

•Pipeline & Forecast tracking for CS Team.

•Monthly Business Review and ad hoc data reporting and analysis to support SLT and managers on critical decisions (product development, target market and ICP focus).

•Collaboration with different departments (Products, Marketing, RevOps, Finance) for various projects (new region/new product launch, marketing campaigns launch and tracking, system & process improvement).

•Sales, Partner & CSM commissions calculation

•OKR tracking and performance analysis

•Reporting & Dashboard creation and Data visualisation (Planhat, Excel).

•Process mapping BPMN (Miro/PPT), manual (playbook document) creation, improvement and communication to all relevant teams, monitoring of adoption.

•As a Mental Health First Aider and a Counselling & Psychotherapy student, I am leading a Mental Health Forum to promote the importance of mental health amongst employees.

Customer Success Operations Manager

Thomas International
Remote
01.2022 - 01.2024
  • Supported a global team of 21 CSMs and 4 administrators with a portfolio of £12M in annual bookings with processes, data insights and deal desk advice
  • Reduced the proportion of late renewals by 50% in the 1st month of implementing the PH-Autorenewals process and 80% by the 3rd month improving revenue forecast accuracy
  • Increased CS tool adoption by CSMs by 280% in 2 months by consistent training and support, increasing CSM productivity and putting focus on top tier customers
  • Identified 40% more upselling opportunities in existing customers by monitoring over-usage and “sweet spot” customers who would benefit most from transitioning from a pay-as-you-go to a subscription model (ca.850 customers worth £3M)
  • Provided 90-100% accurate forecasting on customer usage for the running month – weekly


•Business partner to SLT on strategic operations planning and execution (migration to subscription model, customer journey, promos, churn analysis, customer tiering, adoption).

•Pipeline & Forecast overseeing, internal QBR organisation & Deal Desk support for CSMs following MEDDIC sales framework

•Monthly Business Review and ad hoc data reporting and analysis to support SLT on critical decisions (customer consumption analysis and forecast, retention vs expansion numbers etc).

•CS tool (Planhat) project management and adoption: planning & configuration to underpin customer journey and auto-renewal process (playbook creation, automation, KPI analysis and dashboards creation, customer health score metrics, risks & opportunities identification).

•Collaboration with different departments (Products, Marketing, RevOps, Finance) for various projects (new region/new product launch, marketing campaigns launch and tracking, system & process improvement).

•Data quality maintenance and systems support for CSMs.

•Reporting & Dashboard creation and Data visualisation (Salesforce, Planhat, ThoughtSpot).

•NPS score campaigns set up and analysis (Planhat).

•Process mapping BPMN (Miro/PPT), manual (playbook document) creation, improvement and communication to all relevant teams, monitoring of adoption.

Business operations manager

Illuminet
Remote
09.2019 - 12.2021
  • Recruited and organised the training of 10consultants as accredited Illuminet Product Delivery Specialists
  • Spearheaded the ISO 9001:2015 certification for the Products team, creating the Quality Management System
  • Recruited, trained and support a team of 3PMO administrators


•Represent and promote the Illuminet brand, point of contact for all employees for information.

•Recruit, train and lead the Business Operations Administration team and train/support the Sales team.

•Introduce metrics for team productivity.

•Lead the PMO function - managing contractual and deployment of consultants for client work.

•Lead process and CRM improvement and utilisation.

•Maintain, improve and develop consultancy products with project management methodologies (Agile, Lean, Waterfall, Six Sigma, Kanban) for on-premise delivery and develop virtual delivery.

•Develop training program to certify consultants on Illuminet Products delivery.

•Run ISO 9001:2015 Certification and implement quality standards for the Products Team.

•Assist Sales via Business and networking events organisation and participation.

•Lead the Associate Partnership programme for business development.

•Draft presentations for new products, proposals, whitepapers etc

Education

Psychotherapy - Psychology

Chrysalis
Guildford, Surrey
10.2021 -

Bachelor in Philosophy, Education and Psychology w - Psychology

National and Kapodistrian University of Athens
Athens, Greece
09.2001 - 09.2007

Skills

Data analysis and interpretation

Process design and implementation

Revenue, ARR/GRR & Forecasting

Commissions calculation

OKRs, KPIs & Performance Tracking

Project Management

Communication skills

Problem-solving

Conflict resolution capabilities

Cross-functional collaboration

Languages

English
Fluent
Greek
Native
German
Elementary
Italian
Beginner

Certification

  • Business Administration & Excel with Business
  • International Diploma in IT Skills (Cambridge)
  • Statistical Analysis in Psychology

Timeline

Commercial Operations Lead & Business Analyst

Isms.online
03.2024 - Current

Customer Success Operations Manager

Thomas International
01.2022 - 01.2024

Psychotherapy - Psychology

Chrysalis
10.2021 -

Business operations manager

Illuminet
09.2019 - 12.2021

Bachelor in Philosophy, Education and Psychology w - Psychology

National and Kapodistrian University of Athens
09.2001 - 09.2007
Maria Drakoula