Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Anna Rickman

Anna Rickman

Fallbrook,CA

Summary

Customer-centric professional experienced in SaaS solutions, customer success management, and product management. Skilled at building strong connections with stakeholders, driving product adoption, and ensuring customer retention, and satisfaction. Expertise in delivering data-driven insights, aligning customer goals with business objectives, and collaborating cross-functionally. Passionate about helping businesses optimize contract management and streamline operations through AI-powered solutions.

Overview

15
15
years of professional experience

Work History

Product Manager

Equifax
San Diego, USA
01.2021 - Current
  • Company Overview: Midigator, prior to the Equifax acquisition in August 2022.
  • Collaborate with a cross-functional product team to launch a new solution embedded within an application, providing pre- and post-authorization tools.
  • Foster strong customer relationships to capture feedback, drive product enhancements, and align solutions with business goals.
  • Conduct A/B usability testing, gathering customer feedback to inform product decisions, and enhance user experience through iterative improvements.
  • Facilitate cross-functional stakeholder meetings, gathering requirements from customers, and ensuring alignment with strategic business objectives, while coordinating resources from multiple teams to meet key milestones.
  • Facilitate User Acceptance Testing (UAT) and product discovery sessions to ensure customer and product requirements are met.
  • The author detailed product requirements and user stories, transforming complex user and business needs into actionable solutions, and worked closely with engineering teams to drive development efficiency and timely delivery.
  • Utilize domain storytelling to effectively engage internal stakeholders, creating a shared understanding of business processes and user needs, ensuring alignment and clarity across cross-functional teams.

Sr. Client Success Manager

Midigator LLC
San Diego, USA
06.2019 - 01.2021
  • Managed a portfolio of high-value merchant accounts, driving customer retention.
  • Managed a portfolio of customer accounts generating over $10M in annual revenue, consistently ensuring high retention rates, and customer satisfaction.
  • Cultivated strong customer relationships, and identified upsell and cross-sell opportunities, contributing to the growth of customer accounts.
  • Analyzed customer data and industry trends to create customized reports, providing strategic insights that drove informed business decisions.
  • Led regular business account reviews, delivering actionable insights on account health, enabling clients to make data-driven decisions for their business success.
  • Advocated for customer needs within the organization, driving product improvements and maximizing ROI for customers.

Client Success Manager

Midigator LLC
San Diego, USA
03.2017 - 01.2021
  • Maintained data accuracy and integrity within CRM systems, optimizing operational efficiency, and ensuring seamless customer interactions.
  • Owned end-to-end customer relationships, ensuring seamless onboarding, and continuous engagement.
  • Developed and implemented proactive customer success strategies to improve retention and satisfaction.
  • Advocated for customer needs internally, influencing product development and service enhancements.

Customer Relationship Manager

Midigator LLC
San Diego, USA
02.2015 - 03.2017
  • Led the onboarding of customer accounts, providing expert guidance and support to ensure a seamless setup, fostering positive initial experiences, and promoting long-term customer satisfaction.
  • Identified customer needs and tailored solutions, resulting in improved customer retention rates, and enhanced relationship satisfaction.
  • Developed and implemented customer feedback mechanisms, gathering insights that led to continuous improvements in service delivery and customer experience.
  • Established and maintained CRM databases, ensuring data accuracy and compliance.

Travel Coordinator

Wyndham Vacation Ownership
Redmond, USA
05.2012 - 06.2014
  • Generated over $1 million in sales by effectively promoting and selling travel products, including airfare, cruises, accommodations, and vacation packages, consistently meeting or exceeding revenue targets.
  • Successfully utilized Apollo GDS, Galileo, and Travelport to book and manage domestic and international travel arrangements, including airfare, car rentals, hotel reservations, and cruises, ensuring seamless and accurate travel experiences for clients.
  • Contributed to the onboarding and training of new employees, sharing expertise and best practices to ensure smooth integration into the team, and enhance overall performance.
  • Participated in familiarization (FAM) trips to tour destinations, gaining in-depth knowledge to better promote and sell destination travel, significantly improving customer recommendations and sales.
  • Collected payment for transportation and accommodations from customers.

Enrollment Coordinator

People to People Ambassador Programs
Spokane, USA
06.2010 - 01.2011
  • Successfully enrolled students in international travel abroad programs, guiding them through the application process, collecting deposits, and ensuring all documentation was accurately completed for program participation.
  • Streamlined the enrollment process for students (grades 5-12) by effectively managing both in-person and phone-based applications, ensuring a smooth and efficient registration experience.
  • Engaged with parents directly at People to People ambassador meetings, building strong relationships, and enrolling students onsite, offering a reduced deposit to increase program participation.
  • Contributed to program success by ensuring timely enrollment and deposit collection, driving student participation in cultural exchange programs, and fostering positive relationships with families.

Education

Bachelors of Arts - Communication Studies

Eastern Washington University
Cheney, WA

Skills

  • Customer Success
  • Enterprise Account Management
  • Product Management
  • Customer empathy
  • Stakeholder engagement
  • Requirement gathering
  • Domain storytelling
  • Customer relationship management
  • Trusted Advisor
  • SaaS Solutions
  • CRM and workflow automation (Jira, Confluence, Aha, Figma)
  • User Experience
  • Customer retention and advocacy
  • Relationship building
  • Requirements gathering
  • Product launch
  • Cross-functional collaboration

Timeline

Product Manager

Equifax
01.2021 - Current

Sr. Client Success Manager

Midigator LLC
06.2019 - 01.2021

Client Success Manager

Midigator LLC
03.2017 - 01.2021

Customer Relationship Manager

Midigator LLC
02.2015 - 03.2017

Travel Coordinator

Wyndham Vacation Ownership
05.2012 - 06.2014

Enrollment Coordinator

People to People Ambassador Programs
06.2010 - 01.2011

Bachelors of Arts - Communication Studies

Eastern Washington University

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Anna Rickman