Alicia Ritmaha
Castle Rock,CO
Summary
Customer-centric professional with extensive experience in consulting, client relationship management, and technical account leadership within the SaaS industry. Demonstrated success in driving adoption, revenue retention, and customer satisfaction. Skilled in managing enterprise accounts, building strategic relationships, and advocating for customer success. Adept at navigating ambiguity, fostering collaboration, and delivering value outcomes. Passionate about leveraging technology to drive business value and promote customer success.
Overview
11
11
years of professional experience
Work History
Sr. Manager, Solutions Implementation Manager
Charles Schwab & Co.
Lone Tree, CO
03.2020 - Current
- Leads implementation projects driving client adoption of new and existing system functionality, enhancing client satisfaction and optimizing processes through technology.
- Manages entire life cycle of client projects, from concept to installation, covering design, system setup, testing, troubleshooting, training, and client interactions.
- Expertly guides clients in aligning their goals with the EquiView platform, resulting in desired outcomes
- Works collaboratively with cross-functional teams and third-party consultants to maintain a seamless client experience
- Partners with the internal product team to provide feedback, enhancements, and insights on system functionality, including participating in pre-release testing
Manager, Client Service Manager
Charles Schwab & Co.
Lone Tree, CO
10.2015 - 03.2020
- Took ownership of portfolio of corporate clients; implemented best practices for EquiView platform adoption, resulting in client satisfaction, retention, and growth.
- Served as main point of contact for customer issues, efficiently prioritizing and coordinating resolutions
- Developed customer success practices, playbooks, and process innovations to enhance operational efficiency and effectiveness.
- Tracked customer progress, value realization, and satisfaction, providing regular reporting and conducting reviews to ensure alignment with objectives.
Commercial Relationship Associate
Wells Fargo Bank N.A.
Denver, CO
10.2013 - 10.2015
- Promoted client retention and identified opportunities through efficient operational processing and quality customer service interactions
- Ensured accurate completion of bank compliance tasks by preparing correspondence and banking documentation packages.Maintained organized customer files through the preparation of necessary paperwork.
- Tracked and escalated issues as necessary, while maintaining accuracy in analyzing and processing complex loan research requests and invoices within requested timeframes.
Education
Certified Equity Professional designation -
Santa Clara University
11.2017
Bachelor’s Degree in Business Administration -
University of Phoenix
10.2013
Skills
- Passionate about technology and leveraging automation to drive business value
- Collaborative team player with a strong sense of customer empathy and customer-centricity
- Strong project management, technical, and interpersonal skills
- Detail-oriented and well-organized, with a keen intellectual curiosity and analytical abilities
- Excellent written and oral communication skills, with the ability to effectively engage both business and technical stakeholders
- Comfortable operating with revenue targets and managing ambiguity
- Strong problem-solving and analytical thinking skills
Timeline
Sr. Manager, Solutions Implementation Manager
Charles Schwab & Co.
03.2020 - Current
Manager, Client Service Manager
Charles Schwab & Co.
10.2015 - 03.2020
Commercial Relationship Associate
Wells Fargo Bank N.A.
10.2013 - 10.2015
Certified Equity Professional designation -
Santa Clara University
Bachelor’s Degree in Business Administration -
University of Phoenix
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