Julie Tracz
Rochester
Summary
Dynamic professional with extensive experience in customer success and a focus on enhancing customer satisfaction. Skilled in coaching and mentoring teams while driving effective communication and cross-functional initiatives to resolve customer issues and improve service delivery.
Overview
30
30
years of professional experience
Work History
Director of Customer Success
Momentive Software
Rochester
01.2021 - 03.2026
- Led team in developing customer satisfaction and retention strategies, increasing engagement and loyalty.
- Led complex and multi-year renewal negotiations and guided my team through negotiations with their clients.
- Collaborated with product teams to align customer feedback with development priorities.
- Implemented best practices for onboarding new clients into software solutions.
- Fostered relationships with key clients, driving successful product adoption and enhancing customer experience.
- Coordinated cross-functional initiatives to effectively resolve customer concerns, improving overall service delivery.
- Spearheaded efforts to streamline communication between customers and technical support teams.
- Identified opportunities for providing additional value to existing customers.
- Built strong relationships with customers by proactively addressing their issues and concerns.
- Coordinated with sales teams to ensure smooth transition from sales process to customer success activities.
- Provided guidance and support on best practices for managing customers through their lifecycle.
- Assisted in resolving escalated customer disputes in a timely manner.
- Maintained relationships with key stakeholders within the company to ensure alignment between departments on customer success goals.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
Customer Success Manager
Momentive Software
Roca
06.2012 - 01.2021
- Developed and maintained strong relationships with key client stakeholders.
- Negotiated complex, multi-year renewals, ensuring alignment with client needs and service continuity.
- Managed customer onboarding process for new software users.
- Collaborated with cross-functional teams to resolve customer issues and develop targeted strategies for enhancing customer success.
- Analyzed customer feedback to identify trends and improve service delivery.
- Conducted regular client check-ins to assess satisfaction levels and proactively address retention challenges.
- Managed customer inquiries and complaints in a professional manner.
- Drove customer escalations to resolution by engaging directly with clients.
Consultant - NimbleUser
Momentive Software
Rochester
07.2009 - 06.2012
- Collaborated with teams to create project plans and timelines, enhancing project organization and execution.
- Managed stakeholder communications, aligning project goals and expectations across all parties.
- Provided ongoing support to clients during software implementation phases.
- Worked with clients to formulate action plans targeting specific challenges and objectives, facilitating effective solutions.
- Managed multiple projects simultaneously ensuring timely completion within budget constraints.
- Collaborated with stakeholders to define project scope, objectives and deliverables.
- Maintained positive working relationship with fellow staff and management.
- Assessed customer needs through active listening and inquiry.
Account Executive - VanDamme Asssociates
Momentive Software
Rochester
09.2007 - 07.2009
- Developed account strategies aligning with client goals and company objectives.
- Maintained accurate sales activity records in CRM systems to support data-driven decision making.
- Generated weekly sales performance reports for upper management to assess progress against targets.
- Cultivated relationships with key decision makers through regular client visits and follow-up calls.
- Negotiated contracts with clients to ensure profitable outcomes for the company.
- Collaborated with cross-functional teams, including finance, operations, legal, and marketing, to identify and pursue new growth opportunities.
Marketing Associate - VanDamme Associates
Momentive Software
Rochester
05.2005 - 09.2007
- Created marketing materials that enhanced visibility of software solutions.
- Collaborated with cross-functional teams to synchronize marketing strategies.
- Created content for email campaigns targeting specific customer segments.
- Contributed to website content development, optimizing user experience.
Special Events Coordinator
Sisters of Mercy Regional Community of Rochester
Rochester
06.1996 - 01.2005
- Coordinated annual appeal and special appeals, enhancing fundraising efforts through strategic planning.
- Oversaw logistics for community events and fundraisers, facilitating successful execution at Sisters of Mercy.
- Developed event timelines and schedules to ensure seamless operations.
- Collaborated with volunteers to establish roles and responsibilities during events.
- Managed donor relations and maintained donor management database, ensuring accurate tracking for improved engagement.
Education
Bachelor of Arts - Communication/Journalims
St. John Fisher College
Rochester, NY05-1996
Skills
- Customer onboarding
- Stakeholder management
- Relationship management
- Success metrics
- Client advocacy
- Onboarding
- Cross-functional collaboration
- Product collaboration
- Team leadership
- Conflict resolution
- Negotiation skills
- Problem solving
- Communication skills
- Team collaboration
- Customer relations
- Coaching
- Positive attitude
Timeline
Director of Customer Success
Momentive Software
01.2021 - 03.2026
Customer Success Manager
Momentive Software
06.2012 - 01.2021
Consultant - NimbleUser
Momentive Software
07.2009 - 06.2012
Account Executive - VanDamme Asssociates
Momentive Software
09.2007 - 07.2009
Marketing Associate - VanDamme Associates
Momentive Software
05.2005 - 09.2007
Special Events Coordinator
Sisters of Mercy Regional Community of Rochester
06.1996 - 01.2005
Bachelor of Arts - Communication/Journalims
St. John Fisher College