ROCKY RAMIREZ
Rancho Santa Margarita,CA
Summary
Customer Success and Key Account Management professional with 10+ years of experience driving client retention, revenue growth, and account expansion across B2B and SaaS environments. Proven ability to manage large portfolios (300+ accounts), increase upsell revenue and improve customer lifecycle outcomes through consultative strategy and data-driven decision-making. Experienced with CRM platforms including Zoho, Zendesk, and Salesforce.
Overview
21
21
years of professional experience
Work History
Territory Account Manager
CR&R Waste and Recycling Services
Newport Beach, CA
06.2024 - 04.2026
- Manage 350+ commercial accounts, driving retention, compliance, and revenue growth
- Increased portfolio revenue by 30% within first year through targeted upsell strategies
- Closed and negotiated long-term contracts exceeding $250K, increasing client lifetime value
- Conduct consultative client reviews to identify gaps, improve service adoption, and reduce churn
- Use Salesforce to manage pipeline, track engagement, and resolve client issues
Customer Success Manager / Product Manager
Velasea
Irvine, CA
11.2021 - 01.2024
- Led onboarding and lifecycle management for enterprise-level clients
- Improved support operations by implementing Zendesk, Zoho Desk, and NetSuite workflows
- Reduced onboarding friction by developing SOPs and training materials
- Partnered with sales and operations to deliver tailored solutions and improve client satisfaction
- Managed client relationships across technical product deployments and post-sale support IT Support Specialist
IT Support Specialist
Haven Health
Signal Hill, CA
01.2018 - 07.2021
- Delivered technical support across multiple locations, improving system uptime and user experience
- Supported enterprise infrastructure upgrades including Palo Alto Networks firewall implementation
- Enabled remote workforce productivity through mobile device deployment and troubleshooting
IT End User Support Specialist
Gentherm
Azusa, CA
01.2016 - 08.2018
- Led Windows 10 and Office 365 migration, improving operational efficiency
- Supported system installations, upgrades, and network security enhancements
Account Manager
Good Water Warehouse
Fullerton, CA
07.2005 - 06.2016
- Managed 200+ B2B accounts with high-value transactions averaging $10K+ per order
- Consistently exceeded sales targets with monthly averages between $10K–$15K vs $8K quota
- Delivered consultative solutions, increasing repeat business and long-term retention
- Led product demos and technical sales presentations at trade shows and client sites
Education
Business Studies -
Fullerton College
Fullerton, CAGeneral Studies - undefined
Cerritos College
Norwalk, CAHigh School -
Santa Fe High School
Santa Fe Springs, CA06-2000
Skills
- Customer success
- Account Management
- Client Retention
- Upselling & Expansion
- CRM Systems (Zoho, Salesforce, Zendesk)
- Pipeline Forecasting
- SaaS Support
- Client Onboarding
- Cross-Functional Collaboration
- Revenue Growth
Accomplishments
- Grew account portfolio by 30% in under 12 months
- Managed 350+ active accounts simultaneously
- Closed contracts exceeding $250K
- Consistently exceeded sales quotas by 25%–80%
- Built onboarding and support systems improving client experience
Interests
Drummer for 30 years, Founder of Big Rock Entertainment Company & The Claus' of Orange County, Band manager of Mystified-The INXS Experience
Timeline
Territory Account Manager
CR&R Waste and Recycling Services
06.2024 - 04.2026
Customer Success Manager / Product Manager
Velasea
11.2021 - 01.2024
IT Support Specialist
Haven Health
01.2018 - 07.2021
IT End User Support Specialist
Gentherm
01.2016 - 08.2018
Account Manager
Good Water Warehouse
07.2005 - 06.2016
General Studies - undefined
Cerritos College
Business Studies -
Fullerton College
High School -
Santa Fe High School