Nicolette Troiani

TAM Manager at Planhat
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Contact Information
us****@****om
(386) 825-5501
Location
Lake St Louis, Missouri, United States, US
Skills

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Evin Fritschle, PSM I

Nicci's ability to express and explain the needs of partners was extremely valuable as I worked on the Hatchbuck 4.0 release. She brought to the table concerns of the unique partner group -- things they would need, things they would want, and ways we could accommodate without sacrificing the product's delivery or stability -- and helped make sure the product was the best it could be for all of Hatchbuck's customers.

Clay Weldon

I couldn't be more happy with the level of service Nicolette provided our company. It's a pleasure to talk to her knowing she will do whatever is necessary to take care of our needs.

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Credentials

  • Diversity, Inclusion, and Belonging
    LinkedIn
    Mar, 2021
    - Nov, 2024
  • Salesforce Certified Administrator (SCA)
    Salesforce
    Nov, 2020
    - Nov, 2024
  • Hatchbuck Partner Certification
    Hatchbuck
    Apr, 2019
    - Nov, 2024
  • Public Relations
    University of Missouri-Saint Louis

Experience

  • Planhat
    • Sweden
    • Software Development
    • 100 - 200 Employee
    • TAM Manager
      • Sep 2022 - Present

      Manage a team of up to 5 Technical Account managersMentor team members, while setting clear performance objectives and KPIsManage a portfolio of 20+ accounts as an individual contributor with my own KPIs and team KPIs

    • Technical Account Manager
      • Nov 2021 - Aug 2022

      Managed portfolio of 30+ accounts, including large enterprise customersServe as the technical lead for the the onboarding process from initial sales hand-off, through technical discovery, system configuration, testing, and end-user roll-out.Performed discovery, building and testing of bespoke solutions when neededUtilized deep understanding of our integration partners in order to make Planhat the central data hub for our customersMake architectural recommendations to ensure that all systems integrate seamlesslyPerformed technical validation on pre-sales callsWorked with our Product Management, Engineering and Support teams to resolve issuesServed as subject matter expert on our Salesforce integrationWorked closely with the product team on the Salesforce integration roadmap Show less

  • Vanco
    • United States
    • Financial Services
    • 200 - 300 Employee
    • Salesforce Administrator
      • May 2021 - Nov 2021

      Engaged with business stakeholders in all departments to understand their requirements, translate them into technical solutions, and guide them in making informed decisions that align with best practices. Lead and assisted team with integrations (Chargebee and LeanData) Manage all aspects of user and license management, including setup, deactivation, and permissions Make Salesforce configuration changes to enhance workflow and automate processes Creation and upkeep of customized reports and dashboards Maintained and managed Salesforce Sandbox environments and development life cycle Conducted internal training sessions and created documentation to ensure effective use of Salesforce Maintain data quality by enforcing data validation rules, duplicate management, and data cleanup activities Acquired Process Specialist Superbadge Show less

  • Smartcare
    • United States
    • Education Management
    • 1 - 100 Employee
    • Operations Manager
      • Aug 2019 - May 2021

      Act as Company admin on entire technology stack, including SalesforceCoordinated with consultant to implement ServiceCloudImplemented customer-facing and internal communities using Experience CloudCreate and manage integrations (including, but not limited to: Salesforce/Chargebee, ActiveCampaign/Salesforce, Salesforce/Slack)Improve the customer experience by creating an internal customer journey and buyer personas, focusing on areas of improvement within each departmentResponsible for in-app customer communication and walkthroughsCreate and edit courses as needed in our LMSCreate and edit videos as needed, using CamtasiaManage Wordpress account, creating posts and pagesImprove employee culture by incorporating events and incentivesCoordinate with product team on new releases, responsible for post-release customer communicationsCoordinate with marketing agency on content needed Show less

    • Manager, Customer Success (Team Lead)
      • Aug 2018 - Aug 2019

      Manage team of Customer Success ManagersConsistently work to maintain the CSM team is delivering the best customer experience possibleHold monthly team meetings to introduce new processes and get feedbackServe as an escalation point as neededCreate and maintain weekly group training calendarAnalyze need for new tools in order for the team to perform most efficientlySpearhead set up of new tools and processes, including: LMS (litmos), Client Communication (Hatchbuck) and Product Analytics, In-App Onboarding (User IQ)Responsible for creating content for our LMS coursesResponsible for creating customer facing email campaignsUse knowledge of Zapier to integrate tools together as neededCreate Salesforce reports and track my team's performanceSend regular updates to upper management Show less

    • Customer Success Manager
      • Mar 2018 - Aug 2018

      Utilize a combination of product knowledge and industry knowledge to implement clientsListen, comprehend, and process clients’ needs and help them meet their goals in the applicationParticipate in select group of employees who work closely with the product team to ensure a stellar customer experience with new product releasesWrite and lead training webinarsCreated post implementation survey, to track client feedbackBecome a product expert and train our clients to be the sameStay current with system changes and product updatesActively follow up with clients and track communication in SalesforceEnsure timely response to client emails and calls while managing a calendar of appointmentsTroubleshoot and create support tickets when technical assistance is needed Show less

  • BenchmarkONE
    • United States
    • Software Development
    • 1 - 100 Employee
    • Partner Success Manager
      • Jul 2015 - Mar 2018

      Managed Hatchbuck's marketing partner certification programBuilt content in our Learning Management System (Mindflash) for partner certification courseCreated materials and tools necessary for our marketing partnersFacilitated communications among partners for the sharing of ideas and best practicesUtilized a combination of product knowledge and marketing industry knowledge to onboard our marketing partnersTaught Hatchbuck best practices and industry best practices to new partnersAssisted our Partners through the certification process and offer continuing educationObtained feedback from our marketing partners, analyze responses and implement changes accordinglyBecame a product expert and train our Partners to be the sameUpdated Partners on upcoming software changesAssisted our Partners in signing client accounts and setting them upCreated support tickets on behalf of Partners and make sure that they are handled timelyListened to Partner feature requests and log via ProdPadUsed Chargify to manage client subscriptions and billing Show less

    • Hatchbuck Consultant
      • Feb 2014 - Jul 2015

      Utilize a combination of product knowledge and industry knowledge to onboard clientsTeach Hatchbuck best practices and industry best practices to new clientsListen, comprehend, and process clients’ needs and help them meet their goals in the applicationBecome a product expert and train our clients to be the sameEnsure timely response to client emails and calls while managing a calendar of appointmentsDeliver friendly training and communication with clients, alwaysCreate support tickets on behalf of clients when technical assistance is neededManage data conversion projects from beginning to end ensuring on-time deliverability to clients while setting correct expectationsUse Prod Pad to organize and communicate product suggestions and feature requests Assist with application testing before a product releaseStay current with system changes and product updatesUse Chargify to manage client subscriptions and billing Show less

    • Marketing Coordinator
      • Jun 2012 - Feb 2014

      Manage client accounts and software trainingResponsible for training all new Marketing CoordinatorsAssist and oversee the development of our services department.Perform services for client accounts, such as: developing e-mail campaigns, managing social media platforms, developing and sending a company newsletter and creating contact capture forms to be implemented on a company website and/or social media page.Develop e-mail campaigns for both marketing and sales departmentsAssisted in development of new interface by giving advice and suggestions to our development team based on customer reviews Managed customer subscriptions and payments Show less

  • BusyEvent
    • United States
    • Events Services
    • 1 - 100 Employee
    • Director of Social Marketing
      • Mar 2012 - Jun 2015

      • Developed a proposal to promote BusyEvent and their newest technology, BusyEvent Mobile via social media • Implement my social media plan and track my progress with analytic tools • Responsible for writing the BusyEvent blog (wwwbusyeventcom/blog) and maintaining and updating the company’s Twitter, Facebook, Pinterest and LinkedIn company profile • Continuously build the company’s social media image by researching new places to post our content • Increased followers and visits on social media sites by 25% • Increased blog and website traffic by over 20% • Pitch guest bloggers and publications Show less

  • Riverfront Times
    • Newspaper Publishing
    • 1 - 100 Employee
    • Promotions
      • Mar 2011 - Nov 2012

      • Promoted newspaper, newspaper’s e-mail newsletters, SMS text alerts and smart phone apps to attendees at local events • Assisted with organizing, setting up and breaking down large-scale events • Utilized social media to promote newspaper hosted events and local street team support events to maintain sponsor relationships • Promoted newspaper, newspaper’s e-mail newsletters, SMS text alerts and smart phone apps to attendees at local events • Assisted with organizing, setting up and breaking down large-scale events • Utilized social media to promote newspaper hosted events and local street team support events to maintain sponsor relationships

  • Burrell Center Inc
    • United States
    • Mental Health Care
    • 100 - 200 Employee
    • Residential Specialist, Bramblewood Residential Facility
      • Jun 2009 - Aug 2012

      • Watched over children who have mental and behavioral disorders. • Kept notes on their behavior to report back to clinical staff. • Develop techniques to manage their behaviors • Make a daily schedule for children. • Watched over children who have mental and behavioral disorders. • Kept notes on their behavior to report back to clinical staff. • Develop techniques to manage their behaviors • Make a daily schedule for children.

  • Switch
    • United States
    • Advertising Services
    • 100 - 200 Employee
    • Brand Ambassador, College & Events Specialist for 5hour Energy St. Louis Team
      • Dec 2011 - May 2012

      • Promoted to college & events specialist due to exceptional work ethic and knowledge of the collegiate demographic • Developed and maintained relationships at colleges in Missouri and Illinois • Researched college campuses and areas for prime sampling opportunities and events • Worked with college contacts and interns to identify unique sampling opportunities and locations • Communicated to consumers 5-hour Energy’s full product benefits and company brand • Created and contributed to daily sampling plans and reported inventory and results per shift Show less

  • MSW Marketing
    • United States
    • Advertising Services
    • 1 - 100 Employee
    • Intern- Public Relations
      • Aug 2011 - Dec 2011

      • Wrote press releases and media pitches for various St Louis publications (can demonstrate placements) • Maintain relationships with local media via phone calls and/or e-mail • Increased company’s media contacts database • Promoted events via online calendars, social media outlets and press releases • Assisted in all event planning logistics • Created and communicated press release drafts and publicity options for clients • Designed company print advertisements • Wrote press releases and media pitches for various St Louis publications (can demonstrate placements) • Maintain relationships with local media via phone calls and/or e-mail • Increased company’s media contacts database • Promoted events via online calendars, social media outlets and press releases • Assisted in all event planning logistics • Created and communicated press release drafts and publicity options for clients • Designed company print advertisements

  • Insurance417.com
    • Financial Services
    • 1 - 100 Employee
    • Marketing Assistant
      • Jun 2007 - Aug 2009

      • Organized a large database of contacts • Implemented and organized a new lead system • Designed mailers • Clerical duties • Organized a large database of contacts • Implemented and organized a new lead system • Designed mailers • Clerical duties

Education

  • University of Missouri-Saint Louis
    Bachelor of Arts, Communications, Public Relations
    2010 - 2011
  • Missouri State University
    2006 - 2010
  • Trailhead by Salesforce
    2019 -

Community

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