Ashley Nicely Email & Phone Number

Miami , Florida , Us

Guardz is a platform that delivers robust, easy-to-deploy security solutions tailored to the unique needs of small business MSPs. By combining automated detection, response, and comprehensive insurance coverage within a unified AI-powered platform, Guardz simplifies cybersecurity management.Our commitment is to empower MSPs with Unified Detection & Response to secure and insure small businesses, ensuring a safer cyber environment for all. We are dedicated to building a safer digital world for small and growing businesses, enabling them to protect their customers while strategically minimizing costs and fostering substantial business growth. 💼🌱My role involves growing and optimizing our customer success teams and operations, with a strong emphasis on digital success and scalability. By blending digital innovation with personalized service, I ensure that our clients have delightful, dynamic paths to success.Software listed in order of most used: Totango, Hubspot, Monday.com, Google Workspaces, Intercom, Gong, Zoom, Chili Piper, Appsmith

Tampa, Fl, Us

BrightGauge, a ConnectWise company, is a business intelligence and goal management tool tailored for the IT Service Provider and MSP industries. This SaaS platform enables Service Providers to create customizable performance reports, dashboards, and goal scorecards from their unique data sources. ConnectWise envisions powering a thriving IT ecosystem that transforms possibilities for SMBs. Their mission is to empower IT solution providers with unparalleled software, services, and community support to achieve their most ambitious visions of success. I fully embraced this vision and mission in my role.In my role, I led a team of 7 partner success managers and onboarding specialists dedicated to BrightGauge adoption and expansion. I was responsible for the entire post-sales lifecycle of all partners (high touch, low touch, and tech touch), from implementation to continuous engagement and renewal. I developed and executed digital success campaigns and partner education programs. Additionally, I collaborated cross-functionally to become a trusted advisor for leadership, product management, marketing, support, and sales teams, advocating for partner-driven product and process enhancements. I consistently aimed to improve customer success operations through innovation. I focused heavily on training and coaching my team to foster strong partner relationships and deliver delightful experiences. My team would describe me as knowledgeable, approachable, communicative, and supportive of their professional and personal growth.

Tampa, Fl, Us

As a senior member of the team, in addition to partner meetings, I also spearheaded projects, collaborating with cross functional teams, to build and improve upon dashboards and reports for ConnectWise partners. Additionally, I acted as a technical escalation point and mentor for reporting, business intelligence, and KPIs for the entire Partner Success team across all core products in the ConnectWise ecosystem. This means I work with a wide range of partners (High touch, Low touch, and Tech touch) from all around the globe.I also led monthly webinars showcasing key clients, contributed knowledge base content to the BrightGauge blog, conducted technical training and live workshops at conferences/company events; and I helped moderate and provide content for the ConnectWise Online Community.

Tampa, Fl, Us

On the Partner Success team, I was responsible for BrightGauge onboarding, product adoption, and growth. I drove success by nurturing client relationships through advocacy, success planning, and frequent touch points including weekly client calls for training, health checks, project work, and business reviews. On average, I conducted roughly 125 partner meetings on a quarterly basis.

Westlake Village, California, Us

Logan Group LLC, acquired by VS Media during my tenure, is a technology platform provider specializing in scalable live video chat (i.e. live streaming). As a senior leader, my role was to lead specialty projects for the director of product and the CEO. Additionally, I was responsible for coaching and training a small team of 5-7 broadcast account managers. I quickly became a trusted advisor, acting as the voice of the broadcasters and account management team as a whole. For context, broadcasters are individuals, sole proprietors, and small to medium sized studio producers who create content, and provide live streaming and video chat services online.During my time, I vastly improved the experience for onboarding applicants, and worked to build and maintain relationships with those accounts. By implementing a team and improving upon the account creation process, the company achieved a larger number of applicants successfully completing the signup process and improved relationships with new accounts. An important aspect of my role was working across all departments to improve the customer experience and further develop the product. In doing so, I was able to roll out automated educational email and in app workflows, identify risk cohorts and launch proactive outreach campaigns, plan user recognition events, and inform UI and UX updates.During the Logan Group acquisition, I led the smooth transition of all key accounts, forging new internal relationships, and negotiating new financial terms for those accounts. As such, I had to handle delicate client situations while remaining focused on user advocacy, user and business impact, relationship management, and strategic problem-solving. Software listed in order of most use: A 'home grown' business management platform, Zendesk, Google Workplace, Zoho CRM, Slack, Calendly, ADP, Microsoft Dynamics GP, and Vimeo.

Los Angeles, Us

Winter Park, Florida, Us

Miami Beach, Fl, Us

I specifically worked for Donamis LLC, a small subsidiary of World NetMedia, LCC and KLMA, LLC. They are apart of a network of internet service-based companies that collectively focus on broadcast media, online entertainment, online dating communities, and video production. At the time of my employment, Donamis, LLC was spearheading a new online service-based product in a new industry -- online video chat entertainment. This afforded me the opportunity to work from the ground up in a fast-paced, highly dynamic blossoming field.During my time with Donamis, LLC, I quickly moved up from an account representative, to team lead, and ultimately to manager for the broadcast media department. Using skills I acquired in the hospitality realm, I was able to implement a team of account representatives focused on providing training and support to online contracted broadcasters. I worked with several departments including the online billing operations focused on high risk processing, compliance management, quality assurance, accounting, and product to create new efficiencies in system and to create the standards of service for the team. I also oversaw reporting and contractor payments to ensure accuracy while thinking critically about ways to minimize risk in order to increase profits by decreasing fraud and bolstering compliance.During my time, I developed a deep passion for thinking holistically and strategically, finding new ways to engage clients and improve upon work processes, customer experience, and customer success initiatives while upholding the legal and ethical integrity of the company.

Los Angeles, Us