Nicole Ramsour
Vacaville,United States
Summary
Detail oriented and results driven leader with over ten years of experience in optimizing and administering systems in fast paced environments. Expert in administration and management to enhance productivity and revenue growth. Strong ability of communication to drive collaboration and organization culture.
Overview
16
16
years of professional experience
Work History
Customer Success Operations
mParticle
05.2024 - Current
- Implemented and managed Salesforce CPQ for GTM team to improve data accuracy, productivity, and manual efforts by 50%
- Spearheaded key initiatives to optimize operational processes, improve client experience, and drive revenue for optimal business growth
- Supported multiple teams with CRM management to foster collaboration, innovation, and continuous improvement
Business Operations Analyst
Deepwatch
01.2023 - 04.2024
- Acted as a primary point of contact for all system and tooling inquiries, ensuring effective communication, and user empowerment
- Led the implementation and design of Salesforce CPQ and Tableau to improve overall tooling efficiency and data integrity
- Responsible for key initiatives, playbooks, and strategies to retain $44M in annual recurring revenue
Manager, Corporate Operations and Sales
Asana
San Francisco, United States
01.2022 - 12.2022
- Grew, developed, and coached a team to achieve overall business goals
- Collaborated with business stakeholders to gather requirements and translate them into solutions to enhance overall productivity and achieve business goals
- Implemented proactive communication strategies to ensure client satisfaction and retention resulting in 175% annual goal attainment
- Developed custom reports and dashboards to provide insight, data visibility, and enhance system usability
Senior Customer Success Manager
TripActions
Palo Alto, United States
03.2021 - 01.2022
- Led all contract negotiations, procurement processes, and the management of vendor relations
- Resolved user issues and troubleshoot platform-related problems, delivering timely solutions resulting in 100% NPS quarter after quarter
- Excelled in analyzing customer and internal data through Salesforce, Looker, Tableau, and other tooling
Manager, Global Renewals
PagerDuty
San Francisco, United States
04.2017 - 03.2021
- Transformed renewal organization to support the evolution of PagerDuty's IPO
- Led design of outsourcing program with ServiceSource and MarketStar to manage under $100K renewals that increased renewal rates 3%
- Administered Salesforce CRM system, including profile and role configurations, permission management, and permission management for 150+ users
Customer Success Operations Manager
Verizon
Walnut Creek, United States
10.2010 - 04.2016
- Utilized Salesforce to track and manage leads, opportunities, and customer interactions
- Demonstrate expert knowledge of products and services to provide a personalized solution to every customer
- Developed user documentation, training materials, and knowledge base to facilitate ongoing learning and self service support
Customer Support Specialist
AT&T Mobility
11.2008 - 10.2010
- Established and maintained strong relationships with clients, serving as a trusted advisor for mobile related matters
- Maintained up to date knowledge of industry trends, best practices, and product updates to gain customer trust
Education
Ohlone College
Fremont, CA01.2010
Skills
- Leadership
- Culture Driver
- Adaptability
- Creative Problem Solving
- Technology Enthusiast
- CRM software
References
References available upon request.
Timeline
Customer Success Operations
mParticle
05.2024 - Current
Business Operations Analyst
Deepwatch
01.2023 - 04.2024
Manager, Corporate Operations and Sales
Asana
01.2022 - 12.2022
Senior Customer Success Manager
TripActions
03.2021 - 01.2022
Manager, Global Renewals
PagerDuty
04.2017 - 03.2021
Customer Success Operations Manager
Verizon
10.2010 - 04.2016
Customer Support Specialist
AT&T Mobility
11.2008 - 10.2010
Ohlone College
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