Vanessa Ramirez
Hutto,TX
Summary
Results-driven Client Success Manager with a proven track record in fostering customer loyalty and retention through proactive and hands-on strategies. Recognized for expertise in identifying growth opportunities and implementing effective solutions. Adept at delivering highly positive customer experiences as the primary liaison and company representative. Poised to leverage 12 years of experience in a challenging new role.
Overview
22
22
years of professional experience
3
3
Certificate
Skills
- Gainsight Administrator
- Digital Customer Journeys
- Scaling processes
- Client relationship management
- Client renewals and prospecting
- Client satisfaction-driven
- Risk mitigation
- Project Management
- Revenue Generation
- Customer service and support
- Documentation Creation
Accomplishments
- 2022 Top NDRR (145% to goal)
- 2021 Top CSM Performer (119% renewal performance)
- 2019 Top Revenue Performer
- 2018 Q4 Top Add-On Performance
- 2017 Top Renewals
Certification
- CCSM Level 1 - Certified Customer Success Manager - July 2021
- CCSM Level 2 - Certified Customer Success Manager - June 2022
- CCSM Level 3 - Certified Customer Success Manager - October 2023
Achievements
- Helped build Customer Health Scores.
- Created digital client journeys for existing customers for seven platforms and 1600+ institutions.
- Created and rolled out new processes to the CSM team as a member of the leadership team.
- Consistently grew portfolio by $250,000+ annually
- Led my team in NDRR achievement
- Exceeded client retention revenue year over year.
- Single-handedly created 26% of all revenue opportunity across the CSM team in Q4-2020.
- Created successful processes to reinforce my trusted advisor role, while also uncovering opportunities.
- Worked closely with Client Services, Client Support, Product Development, and Sales Teams to break down silos and build client trust.
- Shared best practices and resources with all new client success managers in the onboarding process.
Education
Master's degree - Library and Information Sciences
University of North Texas
Denton, TX2007
Bachelor of Science Degree - Interdisciplinary Studies (Education)
Texas State University
San Marcos, TX2001
Associate of Arts Degree - General Studies
Austin Community College
Austin, TX1999
Work History
Senior Client Success Manager
Watermark Insights
11.2016 - Current
- Created and rolled out new processes in Gainsight.
- Trained team on new processes and provided continued support as a member of the leadership team.
- Served in scaled success, key and strategic client success roles during my tenure with this company.
- Worked to create a more sustainable model for supporting clients in a 1:Many capacity.
- Assisted clients with strategic processes and provided them with the necessary tools to achieve success.
- Addressed and resolved customer complaints and issues to improve satisfaction.
- Attended networking events to meet new prospects and expand business opportunities through partnerships.
- Managed existing client renewals, keeping accounts, information, and documents in conformance with compliance standards.
- Analyzed client data reports to ascertain renewal risk while assessing account trends.
- Reached out to accounts on a regular cadence to check on needs, understand business operations and offer services.
- Maintained a high level of understanding regarding industry trends, legislation, compliance, and competitor activity.
- Tailored customer relationships by determining expected needs and finding correct solutions.
- Worked closely with Client Services and Product Development departments to help inform continuous improvement in both current processes and future enhancements.
Lead Teacher
Hyde Park Preschool, Hyde Park Baptist Church
08.2015 - 11.2016
- Chose optimum curriculum for each class and devised creative daily lesson plans to meet requirements and needs of different learners.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Developed and deepened relationships with students, family members and faculty to promote optimal student learning environments.
- Maintained patience and level-headedness in diverse situations to continuously support student development and personal growth.
Senior Product Consultant
TK20
05.2008 - 04.2013
- Collaborated with internal departments to confirm timely and accurate delivery and implementation of customer orders.
- Studied customers' business processes to customize implementation measures for minimal disruption to operations.
- Coached, mentored and developed implementation managers by teaching best practices and protocols to reduce discrepancies.
- Offered client training services via on-site and online interaction to streamline onboarding process for newly implemented systems.
- Gathered requirements, defined scopes, allocated resources and established schedules meeting or exceeding project demands.
- Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
- Investigated and corrected or escalated project problems.
- Built and utilized reporting systems to keep customers and management in loop with latest information.
- Closely collaborated with project members to identify and quickly address problems.
Librarian
Forest North Elementary, Round Rock I.S.D
08.2005 - 08.2007
- Managed library assistant and parent volunteers.
- Organized and ran school fundraisers and community events.
- Oversaw total library program, including media, catalog and instructional areas.
- Supported parents and taught children ages five through twelve to care for shared materials, select age-appropriate resources and demonstrate proper behavior in a library setting.
- Trained staff, students and faculty on use of library technology.
- Offered online research classes to students, faculty and staff.
- Stayed abreast of latest trends and strategies in field by reading trade publications and attending conferences.
- Removed and replaced outdated materials from children's collection to increase circulation and maintain interest of young guests.
Librarian
L.A. Morgan Elementary, Galveston I.S.D
08.2004 - 05.2005
- Managed library assistant and parent volunteers.
- Organized and ran school fundraisers and community events.
- Oversaw total library program, including media, catalog and instructional areas.
- Supported parents and taught children ages five through twelve to care for shared materials, select age-appropriate resources and demonstrate proper behavior in a library setting.
- Trained staff, students and faculty on use of library technology.
- Offered online research classes to students, faculty and staff.
- Stayed abreast of latest trends and strategies in field by reading trade publications and attending conferences.
- Removed and replaced outdated materials from children's collection to increase circulation and maintain interest of young guests.
Teacher
LA Morgan Elementary, Galveston ISD
02.2002 - 05.2004
- Stayed abreast of changes to school and district policies as well as new trends in education by attending professional development courses and in-service trainings.
- Retained student interest and maximized receptive learning.
- Kept classroom clean, organized, and safe for students and visitors.
- Planned lessons according to district standards to cover all requirements and prepare for standardized tests.
- Taught lessons encompassing skill-building activities in speaking, writing, reading and listening.
- Helped students develop self-esteem and life skills by fostering healthy conflict-resolution, critical thinking and communication.
- Collaborated with administrators on classroom policies, management strategies, and discipline.
Timeline
Senior Client Success Manager
Watermark Insights
11.2016 - Current
Lead Teacher
Hyde Park Preschool, Hyde Park Baptist Church
08.2015 - 11.2016
Senior Product Consultant
TK20
05.2008 - 04.2013
Librarian
Forest North Elementary, Round Rock I.S.D
08.2005 - 08.2007
Librarian
L.A. Morgan Elementary, Galveston I.S.D
08.2004 - 05.2005
Teacher
LA Morgan Elementary, Galveston ISD
02.2002 - 05.2004
Master's degree - Library and Information Sciences
University of North Texas
Bachelor of Science Degree - Interdisciplinary Studies (Education)
Texas State University
Associate of Arts Degree - General Studies
Austin Community College
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