PRISCYLLA RAMOS
Wesley Chapel
Summary
Strategic and results-driven Customer Success Director with a proven track record of exceeding quotas through prioritization of customer satisfaction and strategic account management. Skilled in forging strong, executive-level client relationships, understanding complex business needs, and delivering customized solutions that enhance loyalty and drive high retention rates. Expertise in analyzing customer feedback for continuous improvement and utilizing engagement strategies to propel organizational growth. Proven leader capable of guiding teams to achieve success. Committed to developing comprehensive customer reports and QBR presentations that facilitate strategic discussions and informed decision-making at the executive level.
Overview
18
18
years of professional experience
Work History
DIRECTOR OF CUSTOMER SUCCESS
Dotdigital
05.2021 - Current
- Directed renewal, upsell, and cross-sell initiatives across a portfolio of key accounts to maximize account growth and increase share of wallet.
- Awarded "Most Impactful Employee of the Year" for 2025, recognized company-wide for outstanding leadership and measurable contributions to revenue growth and retention.
- Orchestrated the development of comprehensive customer reports and Executive Business Review (EBR) presentations to inform strategic decision-making at C-suite levels.
- Partnered strategically with Product Development teams to capture customer feedback, influencing and shaping future feature releases to align with market needs and improve product adoption.
- Achieved over 100% Monthly Recurring Revenue (MRR) growth year over year, demonstrating exceptional leadership and strategic execution.
- Implemented data-driven strategies for churn reduction and customer retention, leveraging analytics to forecast trends and proactively address client needs.
RADIOLOGICAL AND NUCLEAR SPECIALIST
U.S Army Reserves
01.2016 - 01.2024
- Collaborated with Supply NCO to analyze logistic operations and determine current and future supply requirements, ensuring mission readiness.
- Maintained 100% personnel readiness for a 180-soldier unit, ensuring all administrative, medical, and training requirements met strict Department of Defense (DoD) standards.
- Led a 20-soldier decontamination section, overseeing specialized training in Chemical, Biological, Radiological, and Nuclear (CBRN) defense measures and technical equipment maintenance.
- Received Department of Defense medal recognition for exceptional performance and leadership during live practice operations.
KEY ACCOUNT MANAGER (STRATEGIC ACCOUNTS)
Statista
06.2020 - 04.2021
- Managed a robust pipeline of new business, renewals, and upgrade opportunities, delivering precise sales forecasts through Salesforce to leadership.
- Expertly negotiated complex prices, terms of sale, and service agreements to finalize transactions and secure favorable outcomes.
- Attained a 100% customer renewal rate in the LATAM market by implementing strategic retention programs and relationship management protocols.
ENTERPRISE ACCOUNT EXECUTIVE
Validity
07.2019 - 05.2020
- Demonstrated exceptional selling and relationship management skills within the enterprise segment, consistently delivering clear and tangible results that exceeded assigned financial and customer satisfaction targets.
- Regularly collaborated with Customer Success Managers and Sales Directors to discuss, coordinate, and strategize renewals and upsell opportunities for assigned accounts.
- Managed a monthly pipeline valued at $1.0M, maintaining a retention rate of 90%.
BUSINESS DEVELOPMENT MANAGER
Here Technologies
12.2018 - 06.2019
- Demonstrated proficiency in managing a high volume of prospecting activities, encompassing calls, emails, and social selling, to effectively engage potential enterprise clients.
- Consistently surpassed productivity standards, continually exploring innovative approaches to generate prospects and leads.
- Notably ranked #1 out of 13 in Q1 of 2019, showcasing exceptional performance and dedication to achieving outstanding results.
MEDICAL AND POLICE DISPATCHER
Montgomery County Police Department
10.2017 - 08.2018
- Exhibited exceptional emotional resilience and de-escalation skills when communicating with panicking or distressed callers to extract vital location and incident details.
- Managed high-volume multi-line emergency and non-emergency calls, accurately assessing the nature of incidents to deploy appropriate law enforcement units
- Utilized Medical Priority Dispatch System (MPDS) protocols to triage calls, improving resource allocation and maintaining a 90%+ success rate in rapid dispatching.
ACCOUNT MANAGER
Klinger Insurance Group
08.2015 - 02.2017
- Consistently maintained a 95% client retention rate through a proactive engagement model, securing contract renewals 60–90 days in advance of expiration to ensure uninterrupted service.
- Championed a "Customer-First" culture, tailoring service delivery to meet individual client needs and consistently exceeding satisfaction targets
- Executed targeted up-selling and cross-selling strategies, matching additional services to specific client pain points to increase Customer Lifetime Value (CLV).
ACCOUNT MANAGER / OPERATIONS LEAD
Greenday Landscaping
01.2008 - 08.2015
- Prepared estimates for site work, negotiated and finalized contracts, and supervised project teams to ensure timely completion.
- Scheduled services, processed invoices, and handled payments using QuickBooks. Oversaw overall operational, budgetary, and financial activities for the business.
- Spearheaded an 800% increase in client base, scaling operations from 50 initial accounts to over 450 active clients through targeted business development and referral strategies.
- Maintained a consistent 90%+ year-over-year customer retention rate, fostering long-term loyalty by delivering exceptional customer service and proactive relationship management.
Education
Master of Information Technology -
University Of Maryland University College
01-2018
Skills
- Email Marketing
- Sales forecasting
- Pricing Negotiation
- Software Sales
- Problem-Solving
- Business Review
- Account Management
- Key Account Growth
- Time Management
- Marketing automation
- Salesforce proficiency
SKILLS & LANGUAGES
Portuguese - Native
Spanish - Intermediate
Timeline
DIRECTOR OF CUSTOMER SUCCESS
Dotdigital
05.2021 - Current
KEY ACCOUNT MANAGER (STRATEGIC ACCOUNTS)
Statista
06.2020 - 04.2021
ENTERPRISE ACCOUNT EXECUTIVE
Validity
07.2019 - 05.2020
BUSINESS DEVELOPMENT MANAGER
Here Technologies
12.2018 - 06.2019
MEDICAL AND POLICE DISPATCHER
Montgomery County Police Department
10.2017 - 08.2018
RADIOLOGICAL AND NUCLEAR SPECIALIST
U.S Army Reserves
01.2016 - 01.2024
ACCOUNT MANAGER
Klinger Insurance Group
08.2015 - 02.2017
ACCOUNT MANAGER / OPERATIONS LEAD
Greenday Landscaping
01.2008 - 08.2015
Master of Information Technology -
University Of Maryland University College