Nirvana Ross
Atlanta,GA
Summary
A dedicated and results-oriented professional with a strong background in customer success, I am embarking on a career transition to project management. My experience in understanding and exceeding client expectations, combined with my exceptional communication and problem-solving skills, has equipped me with a solid foundation for effective project planning, execution, and delivery. I am now seeking to leverage my client-centric approach and relationship-building expertise to excel in the dynamic and multifaceted realm of project management. My ability to drive successful outcomes, coupled with my adaptability and commitment to delivering projects on time and within budget, makes me a valuable asset for any organization looking to achieve its project goals with excellence and client satisfaction at the forefront.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Medallion
11.2022 - 10.2023
- Manage business portfolio of Mid-Market level healthcare clients of ARR $40K+ dollars. Held successful negotiation of long-term contract renewals with company stakeholders and sale affiliates.
- Create customized project plans detailing key priorities/ targeted markets and risks assessments for collaboration efforts with client and cross functional teams to manage on-time deliverables
- Provide business, technical and product knowledge in support of post-sales activities
- Collaborate with cross-functional teams to manage project timelines/planning, communication and deliverable tracking
- Formulate strategic plans and objectives tailored to customer-specific goals, resulting in successful outcome metrics
- Recognize prospects for client upselling, collaborate with account executives to negotiate pricing, and explore possibilities for expanding client's project scope
Customer Success Manager
PatientPop
10.2021 - 11.2022
- Responsible for retaining & expanding existing customer accounts while promoting adoption, customer advocacy and customer satisfaction
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Managed rotating book of business of 20+ healthcare provider accounts
- Increase revenue by 42% of overall book of business
- Perform Quarterly Business Reviews to review and discuss metrics, assess customers progress and provide recommendations based on results
- Collaborate cross functionally with internal teams (Sales, Integrations, Product, Customer Support) to provide top-tier service to clientele.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Project Analyst
Boys & Girls Club of America
06.2019 - 10.2021
- Defined and set scope and parameters for requirements analysis on project-by-project basis, outlining project impact, outcome criteria, and metrics.
- Monitored ongoing projects for adherence to prescribed timelines, suggesting operational changes where needed.
- Provided detailed project status updates to stakeholders and executive management.
- Effectively communicated changes, enhancements, and modifications of business requirements to project managers, sponsors, and stakeholders, utilizing both verbal and written documentation, to ensure clear understanding of issues and proposed solutions.
- Tracked ongoing project advancement towards predefined milestones, reducing instances of missed deadlines by 3%.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
Finance Coordinator
Boys & Girls Club of America
01.2017 - 06.2019
- Partnered with Accounting/ Finance department to create and maintain accurate financial reporting data
- Managed preparation of budget reconciliation and forecasting analysis by extracting financial reports as well as conducting spend analysis to identify fund allocation for Executive Stakeholders
- Managed annual budgeting process and conducted monthly as well as yearly budget reviews up to $500K with department executives
- Generated, reviewed, analyzed and communicated financial data that reflects actual financial performance against approved budgets utilizing quantitative and qualitative analysis
- Managed multi-year $21.6M budget for Board of Governors expanding multiple departments across regional offices.
Marketing Administrative Coordinator
Boys & Girls Clubs of America
09.2016 - 06.2017
- Assisted Marketing Managers in establishing and running campaigns, lead tracking, organizing and planning collateral, and helping with overall data quality
- Collaborated with marketing verticals to provide management of daily operations to strategize implementation, administer policies/procedures, & review budget project planning
- Lead and offer counsel on operational and restricted expenditures to stimulate cost-saving initiatives.
- Enhanced customer and vendor relationships leading to contract renewal and at 3% reduction in standard service fees, enabling department to explore new campaign opportunities.
Education
Bachelor of Science - Business Administration
Georgia State University
Atlanta, GA12.2015
Skills
- Account Management
- Budget Management
- Customer Retention
- Database Management
- Project Analysis
- Project Management
- Resource Allocation
- Risk Management
Software
- Airtable
- Jira
- Microsoft Suite
- Salesforce
- Smartsheet
Certification
2022 Google Project Management Certification
Timeline
Customer Success Manager
Medallion
11.2022 - 10.2023
Customer Success Manager
PatientPop
10.2021 - 11.2022
Project Analyst
Boys & Girls Club of America
06.2019 - 10.2021
Finance Coordinator
Boys & Girls Club of America
01.2017 - 06.2019
Marketing Administrative Coordinator
Boys & Girls Clubs of America
09.2016 - 06.2017
Bachelor of Science - Business Administration
Georgia State University
2022 Google Project Management Certification
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