Client Success & Retention Manager
Resume:
Nicole Ruggiero
Client Success Manager
Nicole Ruggiero
Delray Beach, FL
******.************@*****.***
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Skills
Customer Satisfaction & Retention, Client Portfolio Management, Onboarding & Implementation, Business Reviews, Asset Health Monitoring, Customer Value Realization, Cross-Functional Collaboration, Problem-Solving & Issue Resolution, Relationship Building, Performance Tracking & Reporting, Proactive Communication, Customer Feedback Analysis, Goal Alignment, Retention Strategy Development, Management & Leadership
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Experience
VerifyTX / Client Success Manager
SEPTEMBER 2023 - PRESENT, REMOTE
Experienced Customer Success Manager with a proven track record of driving customer retention and growth by understanding customer needs, optimizing operations, and expanding adoption of the platform. Skilled in delivering exceptional service and fostering strong relationships to ensure high satisfaction and retention. Adept at aligning solutions with customer KPIs to maximize product value and help clients achieve their business goals. Proficient in managing escalations, prioritizing cases, and collaborating with support teams to resolve critical issues promptly. Experienced in providing actionable insights from asset health data, leading business reviews, and driving solution success to deliver measurable ROI. I am also skilled in delivering comprehensive product training, overseeing smooth onboarding and incremental orders, and managing RMAs to ensure swift resolution. Through proactive problem-solving and strategic renewal efforts, I consistently contribute to long-term customer success and value realization.
Recovery Unplugged / Executive Assistant & Client Relations Manager
SEPTEMBER 2022 - SEPTEMBER 2023, REMOTE
Provided comprehensive support to executive leadership, acting as a central point of contact and managing all forms of communication. This involved anticipating needs, resolving issues, and ensuring seamless information flow. Collaborated cross-functionally with compliance, HR, and finance teams on various projects, demonstrating adaptability and problem-solving skills. Proactively identified opportunities to improve processes, such as developing and implementing LMS-based training programs that streamlined employee onboarding. Assisted clients with financial planning,
Aspirion / Client Success Manager
JULY 2018 - SEPTEMBER 2022
Led and managed a team of 30 claims analysts in claims processing and collections, driving an 11% increase in collections revenue. This directly contributed to improved client financial health. Demonstrated strong leadership and mentoring capabilities by fostering a collaborative, high-performance team environment and strategically distributing claims and workloads to optimize efficiency, resulting in faster turnaround times for clients. Leveraged extensive expertise in healthcare claims management to oversee the end-to-end claims processing cycle, streamline workflows, and promptly resolve complex claim issues, ensuring timely and accurate resolution and a positive client experience.
Orchid Recovery Center / Executive Assistant & Client Relations Manager
JULY 2017 - JULY 2018
Conducted comprehensive financial coverage discussions with new clients, clearly explaining complex information and addressing their individual needs and concerns to ensure a positive onboarding experience. Maintained precise and up-to-date billing census accuracy, proactively identifying and resolving discrepancies to prevent client billing issues. Regularly furnished detailed financial reports to the CFO and key stakeholders, providing actionable insights and contributing to strategic decision-making. Served as a key liaison between clients and billing staff, effectively resolving billing inquiries and acting as a client advocate to ensure satisfaction. This involved actively listening to client concerns, investigating issues thoroughly, and communicating solutions clearly and empathetically.
Boca Clinic / Office Manager
JULY 2015 - JULY 2017
Managed all aspects of daily office operations, ensuring a smooth and efficient patient experience. Oversaw front desk operations, patient records, billing, and insurance processing. Supervised and trained staff, maintained inventory, and ensured compliance with regulations. Collaborated with practitioners to optimize patient care and satisfaction.
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Education
Palm Beach State College / Bachelor's Degree
JANUARY 2019
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