Customer Success & Program Operations Leader

TAMMY PICMAN

Chicago, IL 708-***-**** **********@*****.*** linkedin.com/in/tammy-picman

CUSTOMER SUCCESS MANAGER CLIENT LIFECYCLE & PROGRAM OPERATIONS Professional Summary

Customer Success and Client Operations professional with 20+ years of experience driving onboarding, adoption, and client program success in fast-paced, revenue-driven environments. Proven ability to build scalable onboarding processes, optimize CRM systems, and translate data into actionable insights that improve customer outcomes and retention. Experienced in cross-functional collaboration with Sales, Product, and Operations teams to deliver seamless client experiences and support long-term customer success.

Core Competencies

Customer Onboarding & Implementation

Client Lifecycle Management

Customer Training & Enablement

CRM Optimization (Salesforce, HubSpot, Zoho)

KPI Dashboards & Customer Health Tracking

SaaS Program Operations

Process Improvement & Workflow Design

Cross-Functional Collaboration

Customer Retention & Engagement

Executive Reporting & Insights

Professional Experience

demandDrive

Customer Success Operations Program & Client Management

• Led onboarding and operational support for multiple client programs, ensuring smooth implementation and strong early-stage customer adoption

• Built and maintained CRM dashboards tracking pipeline performance, engagement metrics, and customer health indicators

• Partnered with Sales and Delivery teams to align onboarding processes with client expectations and business outcomes

• Developed reporting frameworks used by leadership to monitor program success and identify optimization opportunities

• Improved operational workflows and documentation, increasing visibility and efficiency across active client programs

• Served as a key liaison between internal teams and stakeholders Senior Executive Assistant Operations & Program Support

• Managed cross-functional initiatives supporting revenue-generating programs and operational workflows

• Designed and maintained tracking systems for program performance, improving visibility into key metrics and deliverables

• Created executive-level reporting and dashboards that supported data-driven decision-making

• Coordinated communication between Sales, Operations, and leadership

• Built structured documentation and SOPs to standardize processes Technology & Tools

Salesforce HubSpot Zoho CRM ClickUp Revenue.io Microsoft Office Google Workspace Education

Bachelor of Science in Behavioral Health (Childhood & Adolescent Disorders) — In Progress

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