Alicia Traa

Background

About Alicia Traa

I’m a firm believer that “It’s not the size of the dog in the fight, it’s the size of the fight in the dog,” which is the source of my passion for customer success operations. As a customer success executive who has built out customer success, client support, account management, and professional service delivery operations from the ground up, I know how to propel net and gross retention to new heights.Known as a get-it-done leader with a track record of enterprise sales and customer experience gains with Nearmap, SparkHire, SheerID, and Atmosera, my teams and I excel at finding growth, reducing churn, and catalyzing corporate revenue growth.ACHIEVEMENT SNAPSHOT: Slashed client launch times and manual efforts 25% at SheerID; pushed NPS from 50s to 70s. Influenced SheerID’s global growth from presence in 30 countries to 191, expanded account penetration and product offerings, and contributed to development of a new product for the financial services industry. Cut SheerID client support response times 10-12 hours; leveraged productivity and process improvement solutions to enable CSMs to cover more accounts.AREAS OF EXPERTISE: Customer Success | Client Operations | Customer Experience | Strategic Partnerships | Relationship Building | Customer Relationship Management | Software-as-a-Service | Interpersonal Leadership | Professional Services Operations | Strategic Planning | Team Leadership | Team Building | Account Management | Client Relations | Operational Scaling | Customer Retention | C-Suite Communications | Board Communications | Consultative Solution Sales | Written Communications | Staff Leadership & Coaching | New Team Buildouts | Process Improvement | Revenue Production | Client Retention Turnaround | Enterprise Sales | Lead Generation | Customer Implementations | New Customer Acquisition | New Hire Training