Wayne Ramirez Email & Phone Number

Bucuresti, Romania, Ro

Boston, Massachusetts, Us

The Senior Customer Success Manager is the customer relationship leaders that secure long-term relationships, drive adoption of Rapid7 solutions, team with Account Executives, drive customer relationships and loyalty, and are highly motivated to providing our clients with the absolute best in service and support. Senior Customer Success Manager's strives to understand our customer’s network topography, product deployment, and how Rapid7 aligns with their security protocols.

San Antonio, Texas, Us

Senior Account Manager, Rackspace, San Antonio, TX, Jul 2019 - presentAfter 5 years as a Rackspace Account Manager, I was recruited to build the customer success division for Rackspace Application Services. I currently manage a portfolio of accounts. I am responsible for building strong client relationships, developing account management strategies, coordinating with internal teams to deliver solutions that meet clients' needs, and identify opportunities to grow accounts.♦ Managing $3 million in MRR with a customer average size of $30K♦ Appointed to help merge new Rackspace acquisition, Tricore, with Rackspace’s proven support model♦ Lead migration team for all related activities to migrate Tricore out of colocation Data Center to Rackspace on premises Data Center♦ Lead project team to onboard 500 customers to Rackspace ticketing system. This included daily standups, weekly meetings, smartsheet tracking, and reporting to leadership on status♦ Deliver metrics, business reviews, projects and share product roadmaps with clients♦ Train and work with remote employees and bridge the gap between remote and on premise team members

San Antonio, Texas, Us

As a customer service leader, Account Managers serve as a critical role to Rackspace’s overall product and services portfolio. Account managers take care of customers’ issues from identification to resolution and ensure customers know the value of Fanatical Support. In order to maximize the strength of the customer relationship, account managers build a solid rapport with stakeholders on both the client side and within the Rackspace organization.♦ Assigned to a critical, high visibility customer base after only 12 months at Rackspace♦ Served as a member of the Account Manager SME team by contributing to several wiki pages and created new wiki pages to help streamline and improve internal processes♦ Mentored new hires and led the team’s onboarding initiative for new hires♦ Assigned critical accounts with a revenue of $2.3m including accounts I grew♦ Managed an account base utilizing a variety technology platforms including: vCenter/vCloud, RPC, Managed Colo, Window Virt, Linux Virt, Pure Public Cloud and Hybrid solutions (Cloud Dedicated)♦ Improved success metrics while serving as the team churn reporter, off-line monitoring rep and led my team with NPS response rate and score

Memphis, Tn, Us

As an operations manager, I managed the operations of 3 different facilities and oversaw the day-to-day activities for 24 employees. I was responsible for implementing new initiatives and provided leadership to my work group as they strived to exceed customer expectations within Fedex’s strategic plan. I was responsible for maintaining an efficient and cost-effective operation, ensuring we supported our global and local customers in the regional market and resolved any customer issues related to the inbound and outbound movements of their shipments.♦ Ensured DOT employees are in compliance with all regulations and procedures and are scheduled to be in compliance.♦ Completed check rides/check sits with employees to ensure day to day tasks are being complete safely and in accordance with FedEx policies and procedures♦ Directed the day-to-day work of 24 employees involved in activities where work output is readily measurable♦ Managed a budget and provided input on department budgets with objectives♦ Assigned to lead a Control Self-Monitoring team for stations and ramps with an end goal of improving the overall controls in the work environment; this initiative included ensuring greater objectivity and assisted in educating a large number of employees on company procedures

Memphis, Tn, Us

In this role, I was responsible for picking up and delivering freight from residences and businesses, while working and communicating with customers on a daily basis. I customarily planned and directed the work of others and ensured such assigned work conformed to divisional/corporate policies.

Memphis, Tn, Us

•Loaded and unloaded freight from aircraft within specific time constraints•Verified weight and balance of the freight on the aircraft as “Load Captain”•Downloaded freight from containers and transported to CTV trucks•Ensured that other stations received their freight on time

Bachelor Of Business Administration (B.B.A.)

Education record

Education record