Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Tom Rucci

Rosemount

Summary

Experienced Customer Success Manager with a successful track record in implementing SaaS projects and building relationships in various industries. Known for surpassing retention targets and increasing customer system usage for optimal success. Demonstrated ability to adapt and establish strong connections at all organizational levels, utilizing a deep understanding of customer operations to drive measurable business outcomes. Skilled in managing diverse customer bases, including Public Sector, Healthcare, and Retail markets. Excel as the primary strategic customer-facing liaison, focused on maximizing net revenue retention and lifecycle management.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Customer Success Manager

Infor
04.2016 - 05.2025
  • Collaborated with customers as their primary strategic liaison to leverage the full range of their systems capabilities, aiming to achieve mutual business outcomes. Created and implemented robust account strategies focused on customer success, satisfaction, retention, and growth. Worked with Sales, Services, Support, Product Development, and partners to ensure the achievement of customer objectives. Acted as the customer voice and advocate by gaining knowledge of clients' operations to meet desired business outcomes and ultimately customer retention.
  • My primary job is to listen to my customers. From there, we work together to success and achieve customer goals.
  • Strive to collaborate and share information that is relevant and topical to provide value to my customers.
  • Work together with customers to clear any roadblocks and stay successful!
  • Fostered and maintained strategic customer partnerships, while functioning as Accountable Customer Leader.
  • Achieved Net Revenue Retention (NRR) goals by enhancing client satisfaction and financial outcomes.
  • Accomplished and exceeded measurable business outcomes (MBO) related to net revenue retention.
  • Ensured optimal client satisfaction and excellent account management.
  • Conducted joint “Success Planning” and “Executive Business Reviews” resulting in strong dedicated relationships to guide customers to achieve maximum value from their Infor investments and expand their footprint with new offerings.
  • Managed a diverse portfolio of clients, including Healthcare, Public Sector (Government/Education), and Retail markets.
  • Boosted customer service and resolved issues by coordinating between support, development, and leadership teams.

Dynamix AX Project Manager and Consultant

Microsoft
01.2014 - 01.2016
  • Implemented numerous Dynamix AX projects for customers spread through numerous industries, including Government, Retail, and Manufacturing with efficient and effective project execution.
  • Contributed to revenue generation by leading multiple implementation and upgrade projects as a proactive Project Manager.
  • Assisted with functional design solutions to enhance the Microsoft’s partners modification products in the creation of a healthcare solution utilizing Dynamics.

Project Manager

Lawson Software
  • Led multiple implementation projects with high complexity on time and on budget.
  • Customers ranged from major Healthcare organization to major Universities
  • Worked to project plans, documented project metrics, delivered progress reports and participated in Executive Steering Committee and Project Team meetings.

Lead Senior Application/Business Consultant

Lawson Software
  • Supervised and guided teams of Lawson-experienced professionals for many implementations of the Lawson products at a variety of customers and a range of industries. Responsible for all aspects of the Supply Chain product, duties included: EDI, Fax Integrator, Conversion, Data Mapping, Interface Design and Testing, Process Automation Functional Design Specification and Team Training. Assisted with data cleanup/formatting and conversion as part of the implementation.

Education

Minneapolis College of Art And Design
Minneapolis, MN
05-1988

Skills

  • Customer Success Management

  • Net Revenue Retention (NRR)

  • Creative Problem-solving

  • Stakeholder Engagement

  • Strategic Account Management

  • Cross-functional collaboration

  • Healthcare Compliance

  • Workflow Optimization

  • Healthcare SaaS Implementation

  • Professional Services Implementation

  • Project Lifecycle Management

  • Relationship management

  • Relationship building

  • Establishing client trust

  • Client relationship management

Certification

  • PMP, Project Management Institute (PMI) (expired)
  • Dynamics AX Certified
  • Lawson Stepwise Certified
  • Lawson Certified Professional for Implementations

Timeline

Customer Success Manager

Infor
04.2016 - 05.2025

Dynamix AX Project Manager and Consultant

Microsoft
01.2014 - 01.2016

Project Manager

Lawson Software

Lead Senior Application/Business Consultant

Lawson Software

Minneapolis College of Art And Design

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Tom Rucci