Michele Ricketts Email and Phone Number
Who am I? I'm an "outside-of-the-box" thinker who thrives on interaction and collaboration. There's nothing more rewarding than seeing that lightbulb moment when coworkers or customers exclaim, "Oh wow! I didn’t know it could do that!" That contagious energy drives innovation and opens doors to new possibilities, allowing us to continually iterate to make things better.My personal motto is: If you're going to fail, fail fast. Learn quickly. Pick up and go again. I'm personable, honest, driven, and dependable. I value feedback as a vital tool for improvement and growth. I focus on enhancing the customer experience, knowing that growth and renewal naturally follow.Professionally, I am an accomplished and results-driven Operations Manager and Customer Success Leader with extensive expertise in developing success programs, data analytics, sales alignment, and managing a diverse range of account segments from SMB to Fortune 50 companies. My proven proficiency in optimizing user experiences and driving company objectives in high-growth SaaS environments has consistently fostered client satisfaction and operational excellence. I excel in building strategic initiatives that enhance customer engagement and deliver measurable business outcomes.Highly skilled in communicating and collaborating effectively with stakeholders at all organizational levels, I excel in fostering strong relationships and ensuring alignment on key initiatives. As an expert in crafting customer-centric strategies, optimizing processes, and driving impactful business outcomes, I have a proven track record of managing cross-functional teams and spearheading transformational programs that significantly enhance user experiences and drive revenue. I consistently achieve strategic objectives through effective collaboration, strategic vision, and strong leadership.I love meeting new people and expanding my professional network. Feel free to connect with me on LinkedIn or reach out directly! I enjoy discussing all things customer success, sharing a cup of coffee, or simply catching up on how things are going. Let's chat!
Zendesk
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Customer SuccessZendesk Sep 2024 - PresentSan Francisco, California, Us
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Principal Advisor, Customer Success ManagementSmartcookie Llc May 2024 - Present -
Salesforce Process And Adoption Manager For North AmericaEbay Aug 2024 - Nov 2024San Jose, Ca, UsLead change management initiatives to drive Salesforce adoption across North America for eBay, collaborating closely with our user community and the Seller CRM Product Team to continuously enhance the platform. By evaluating current workflows and designing future-state processes using Lean methodologies, I ensure efficient operations and successful rollouts. I also develop and implement comprehensive training programs, provide ongoing user support, and monitor adoption metrics to identify and address areas for improvement. -
Director Operations - Go To Market ProgramsCollibra Jun 2022 - Jun 2024New York, New York, UsGlobal Operations and Customer Experience Leader with strategic expertise in customer-focused solutions. I specialize in developing and implementing customer success frameworks, methodologies, and go-to-market programs that drive exceptional customer experiences. With experience directing operations in a global environment, I optimize processes to enhance efficiency, drive business growth and improve operational performance. -
Area Lead, Amer Central Enterprise - Customer SuccessElastic May 2021 - Jun 2022San Francisco, California, UsDedicated customer success leader. I led the Amer Central team of Enterprise Customer Success Managers, ensuring the success and retention of high-value clients. I developed and executed strategies to enhance customer satisfaction, drive product adoption, and achieve business goals, consistently surpassing revenue retention and expansion targets by over 100%. By fostering strong relationships with key stakeholders and leveraging data-driven insights, I optimized customer experiences and effectively addressed their needs, creating exceptional customer experiences. -
Enterprise Principal Customer Success ManagerElastic Feb 2020 - May 2021San Francisco, California, UsEnsured overall customer relationship health and drove customer success within enterprise-level accounts, focusing on the successful adoption and satisfaction of Elastic products. I provided thought leadership tailored to industry needs and aligned Elastic solutions with customer goals.
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Senior Prinicpal Success Manager - Central Us Mid-MarketSalesforce Aug 2019 - Feb 2020San Francisco, California, UsExperienced Customer Success Specialist. I drove customer success by providing Salesforce customers with proactive, automated, and scalable solutions, surpassing revenue retention and expansion goals. By creating and growing customer success programs across various market segments, I successfully expanded the business and retained customers through strategic initiatives and proactive engagement. I cultivated strong executive relationships within Salesforce and across the customer base, demonstrated expertise with six Salesforce certifications, and was consistently recognized as a Volunteer Rockstar for significant community impact. -
Principal Success Manager, Central Us Mid-Market Cbu Sales Enablement And DeliverySalesforce Aug 2016 - Feb 2020San Francisco, California, UsPrincipal Portfolio Success Manager, Central US Mid-Market - Delivery and Enablement at Salesforce.
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Senior Success Manager, Central Us Cbu Esmb Delivery And Enablement At Salesforce - Sales AlignmentSalesforce Mar 2015 - Aug 2016San Francisco, California, Us
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Senior Success Account ManagerSalesforce Feb 2014 - Mar 2015San Francisco, California, UsCommitted Customer Success Specialist that drove Customer Success by providing Salesforce customers with what they needed in a proactive, automated, and scaled approach.
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Platform Account Executive/SpecialistSalesforce Nov 2011 - Feb 2014San Francisco, California, UsSold platform licenses, focused on helping organizations transform their businesses by leveraging the Salesforce platform. Collaborated with companies in multiple industries including healthcare, life sciences, manufacturing, entertainment, legal, and technology. Achieved peak performer status, 110% of goal, and won club trip.
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Systems Engineer IiCisco Systems Jan 2009 - Nov 2011San Jose, Ca, UsSold and supported Cisco-based infrastructure solutions for enterprise customers and partners, consistently surpassing sales targets by 110% to 165% annually and earning the prestigious Sales Champion Award. Collaborated closely with clients to understand their unique needs, designing bespoke solutions and delivering comprehensive technical expertise throughout the project lifecycle to ensure optimal performance and exceptional customer satisfaction. Notable achievements include pioneering Cisco’s first Telepresence product with a major healthcare provider and partnering with key Cisco partners to close multi-million dollar deals in healthcare accounts. -
Systems Engineer ICisco Systems Jan 2006 - Jan 2009San Jose, Ca, Us
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Associate Systems EngineerCisco Systems Jan 2005 - Jan 2006San Jose, Ca, Us
Michele Ricketts Education Details
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Coastal Carolina UniversityInformation Systems -
The University Of Texas At AustinHdo: A Good Idea Is Not Enough: Persuading Like An Entrepreneur
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The University Of Texas At AustinHdo: Maximizing Mental Agility
Frequently Asked Questions about Michele Ricketts
What company does Michele Ricketts work for?
Michele Ricketts works for Zendesk
What is Michele Ricketts's role at the current company?
Michele Ricketts's current role is Customer Success & Operations Leader | SaaS Expert | Driving User Experience & Business Growth | Cross-Functional Team Leader | Champion of Innovation & Continuous Improvement.
What schools did Michele Ricketts attend?
Michele Ricketts attended Coastal Carolina University, The University Of Texas At Austin, The University Of Texas At Austin.
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