Nogol Tardugno
VP of Customer Success at Plum Voice- Claim this Profile
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English Native or bilingual proficiency
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Farsi Native or bilingual proficiency
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Spanish Elementary proficiency
Topline Score
Bio
Sam Feil
Over the years, my professional career has been profoundly enriched by Nogol's influence. From our early days at ClientSuccess, where she championed the successful adoption of our solution, to the invaluable mentorship she's provided since, her impact has been immense. She has a deep understanding of Customer Success and has guided me through many challenges and opportunities within our line of work. Beyond her professional prowess, her genuine friendship has been a source of great personal strength. I wholeheartedly recommend Nogol not just for her expertise, but for her incredible ability to uplift and inspire those fortunate enough to work with her.
Lindsey Ranaldo
I worked alongside Nogol for nearly 7 years and while we weren't in the same department we had a common goal to ensure customers' needs were met and collaborated often. Together we created an open and communicative process between our departments. This ensured product enhancements were added to the product road map and upcoming releases were properly communicated to internal teams and customers. She is dedicated to improving the customer journey and has proven that by implementing processes that have resulted in customer growth and retention. She also leads her team with a customer first focus. She trained all members of her team how customers use Plum's products and how they can help customers with their business needs and improve ROI. Nogol's ability to develop and execute customer success processes, train and coach teams, and drive growth makes her a valuable asset to any organization.
Sam Feil
Over the years, my professional career has been profoundly enriched by Nogol's influence. From our early days at ClientSuccess, where she championed the successful adoption of our solution, to the invaluable mentorship she's provided since, her impact has been immense. She has a deep understanding of Customer Success and has guided me through many challenges and opportunities within our line of work. Beyond her professional prowess, her genuine friendship has been a source of great personal strength. I wholeheartedly recommend Nogol not just for her expertise, but for her incredible ability to uplift and inspire those fortunate enough to work with her.
Lindsey Ranaldo
I worked alongside Nogol for nearly 7 years and while we weren't in the same department we had a common goal to ensure customers' needs were met and collaborated often. Together we created an open and communicative process between our departments. This ensured product enhancements were added to the product road map and upcoming releases were properly communicated to internal teams and customers. She is dedicated to improving the customer journey and has proven that by implementing processes that have resulted in customer growth and retention. She also leads her team with a customer first focus. She trained all members of her team how customers use Plum's products and how they can help customers with their business needs and improve ROI. Nogol's ability to develop and execute customer success processes, train and coach teams, and drive growth makes her a valuable asset to any organization.
Sam Feil
Over the years, my professional career has been profoundly enriched by Nogol's influence. From our early days at ClientSuccess, where she championed the successful adoption of our solution, to the invaluable mentorship she's provided since, her impact has been immense. She has a deep understanding of Customer Success and has guided me through many challenges and opportunities within our line of work. Beyond her professional prowess, her genuine friendship has been a source of great personal strength. I wholeheartedly recommend Nogol not just for her expertise, but for her incredible ability to uplift and inspire those fortunate enough to work with her.
Lindsey Ranaldo
I worked alongside Nogol for nearly 7 years and while we weren't in the same department we had a common goal to ensure customers' needs were met and collaborated often. Together we created an open and communicative process between our departments. This ensured product enhancements were added to the product road map and upcoming releases were properly communicated to internal teams and customers. She is dedicated to improving the customer journey and has proven that by implementing processes that have resulted in customer growth and retention. She also leads her team with a customer first focus. She trained all members of her team how customers use Plum's products and how they can help customers with their business needs and improve ROI. Nogol's ability to develop and execute customer success processes, train and coach teams, and drive growth makes her a valuable asset to any organization.
Sam Feil
Over the years, my professional career has been profoundly enriched by Nogol's influence. From our early days at ClientSuccess, where she championed the successful adoption of our solution, to the invaluable mentorship she's provided since, her impact has been immense. She has a deep understanding of Customer Success and has guided me through many challenges and opportunities within our line of work. Beyond her professional prowess, her genuine friendship has been a source of great personal strength. I wholeheartedly recommend Nogol not just for her expertise, but for her incredible ability to uplift and inspire those fortunate enough to work with her.
Lindsey Ranaldo
I worked alongside Nogol for nearly 7 years and while we weren't in the same department we had a common goal to ensure customers' needs were met and collaborated often. Together we created an open and communicative process between our departments. This ensured product enhancements were added to the product road map and upcoming releases were properly communicated to internal teams and customers. She is dedicated to improving the customer journey and has proven that by implementing processes that have resulted in customer growth and retention. She also leads her team with a customer first focus. She trained all members of her team how customers use Plum's products and how they can help customers with their business needs and improve ROI. Nogol's ability to develop and execute customer success processes, train and coach teams, and drive growth makes her a valuable asset to any organization.
Credentials
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Google AdWords Qualified
-Oct, 2011- Sep, 2024
Experience
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Plum Voice
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United States
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Software Development
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1 - 100 Employee
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VP of Customer Success
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Sep 2019 - Present
- Created and implemented processes to assist in growing and retaining accounts throughout the customer journey. - Implemented a customer success system to track KPIs, pulse, revenue, and retention metrics to increase revenue and reduce churn.- Increased revenue of existing accounts by 15% in the first year and 30% in the second year of management.- Trained and coached CSMs on highly technical content related to accounts to understand clients’ needs and prove ROI. - Researched competitive market and telecommunication best practices to drive product enhancement and roadmap. - Improved various processes across various departments to enhance the customers’ onboarding, implementation, and support experience. - Defined and tracked the CSMs’ goals/KPIs related to revenue growth, retention, and client feedback. - Created various post-sales playbooks for the customer journey, such as onboarding, implementation, collecting feedback, growth, and retention. Show less
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Director of Account Management
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Sep 2016 - Present
- Act as the primary liaison for key accounts and escalation point for a diverse portfolio of accounts.- Led product roadmap efforts by advocating customer requests to the development team.- Progressed into being the technical expert in the product suite for the account management team.- Work closely with account management, sales and engineering team to identify up-sell and cross sell for existing accounts.- Responsible for on-boarding new clients. - Successfully improved customer retention and expansion by implementing customer success processes across the account management group. Show less
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IgnitionOne
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United States
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Advertising Services
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1 - 100 Employee
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Product Consultant
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Nov 2015 - Sep 2016
- Expert in cross-functional products across the Digital Management Suite. - Gather and define custom reporting and attribution requirements from client to the development team. - Key contact for coordination of internal teams for overall cross-product delivery.- Maintain and document customer product configuration, history and documentation. - Work with clients to define requirements for new product and feature configuration requests.
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Senior Account Manager
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Apr 2013 - Nov 2015
- Implement cross-channel digital marketing strategy for various clients.- Collaborate with team members to execute ad hoc marketing analytics projects in order to show the performance of online marketing assets.- Provide actionable intelligence to business leaders through collaboration with the bid optimization team.- Support of SaaS & Strategic clients in on-boarding process, training, optimization, tag implementations and marketing strategy.
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Technical Account Manager
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Sep 2012 - Apr 2013
- Partnered with the Account Management team to diagnose and resolve client’s technical problems.- Expert in pixel implementation for conversion and click tracking solutions.- Ability to understand and communicate technical issues to clients and the account team.- Knowledgeable in both technical and tactical areas of SEO techniques.- Knowledgeable in Google AdWords, Microsoft AdCenter, and DoubleClick Campaign Manager tracking as it relates to SEO and connection with 3rd party APIs. Show less
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Technical Service Manager
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Jun 2011 - Jun 2012
- Responsible for the Technical Services group, providing 1st, 2nd and 3rd tier support. - Directed problem resolution, crisis management, and SLA support for the Client Services team. - In charge of managing issue priorities by understanding technical and business processes. - Played a vital role in the software release process by coordinating weekly releases and providing the client with release notes. - Served as liaison between the Client Services, Quality Assurance and Development groups. - Implemented and enforced SLAs and priority levels for the support process. - Troubleshot and analyzed complex digital marketing/search issues while using tools such as Microsoft AdCenter and Facebook Ads. - Proficient in tools such as Google Adwords, Microsoft AdCenter, and DoubleClick for Advertisers. - Troubleshot integration issues with tagging and custom integration with products such as Omniture and DoubleClick for Advertisers. Show less
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Fiserv
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Software Development
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1 - 100 Employee
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Manager of Application Services Group
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Sep 2006 - Jun 2011
- Responsible for managing the Applications Services Team which provided level 3 enterprise applications support for Fiserv’s network of 72 business units located throughout the world.- Technical project lead in integrating enterprise wide applications like SharePoint, ProjectServer, and Serena TeamTrack to the CheckFree environment as a result of mergers and acqusitions.- Developed an improved support model for enterprise applications including Microsoft SharePoint.- Responsible for deploying applications after careful evaluation, testing, and customization.- Installed and monitored applications across a multi-domain environment.- Design and implement disaster recovery and high availability for over 50 applications.- Responsible for gathering, analyzing and reporting system performance measurements and alerts.- Attended WSS 3.0 and MOSS administration classes.- Manage associate development, perfromance reviews, define SLA’s, analyze ticket trends and provide solutions.- Provide detailed work plans, schedules, project estimates, resource plans, and status reports to upper management.- Create annual budget for engineering staff, software inventory and maintenance. Show less
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Senior Applications Specialist
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Jan 2005 - Sep 2006
- Project managed the consolidation of a legacy CheckFree network migration into one network. This included working closely with users on integrating applications and support into one group.- Produced architecture design and documentation for Microsoft SharePoint and other products.- Performed monitoring and administrative functions for Microsoft SharePoint including disaster recovery, backups, and business continuity plan.- Proactively researched and located the necessary tools and new technology offerings to provide continuous improvement in service efficiency.- Conducted administrative and team member training and knowledge transfer.- Project managed and coordinated upgrades, patches and maintenance around internal business systems.- Supported and maintained blackberries for internal users as well as the relationship with Cingular wireless.- Provide round the clock support for all firm-standard applications including – Microsoft SharePoint, Microsoft Project Server, Serena TeamTrack, Honeywell Enterprise Building Integrator and Digital Video Management, and Witness. Show less
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PM Resource Group
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Canada
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Wellness and Fitness Services
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1 - 100 Employee
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Senior Systems Analyst
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Jul 2004 - Jan 2005
- Implemenation, pilot testing and post-installation support of enterprise project management solutions using Microsoft technologies including Project Server, Windows SharePoint Services, Internet Information Services and SQL Server. - Conduct system specification, sizing, scope analysis and requirements gathering. - Produce architecture design and documentation. - Conduct administrative and team member training. - Implemenation, pilot testing and post-installation support of enterprise project management solutions using Microsoft technologies including Project Server, Windows SharePoint Services, Internet Information Services and SQL Server. - Conduct system specification, sizing, scope analysis and requirements gathering. - Produce architecture design and documentation. - Conduct administrative and team member training.
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Application Specialist
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Jul 2003 - Jul 2004
- Research, collect, and report information on the ability and capacity of supported products.- Implemented upgrade to the eQuality Witness Systems for remote sites.- Implemented and configured Microsoft Project Server. - Implemented Blackberry devices across the company.- Managed and supported the Witness Systems software and servers.- Maintain and troubleshoot problems on servers including all Windows® platforms.
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Workstation Services Intern
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Oct 2001 - Jul 2003
- Provided all levels of support for 1500+ workstations including all Windows® platforms.- Participated in workstation upgrade schedules and operating system migration.- Troubleshoot network connectivity in a TCP/IP environment.- Troubleshoot and researched software errors for corporate products.- Wrote and maintained technical documentation.- Provided support for hardware problems.
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Education
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1998 - 2003
Georgia State University - J. Mack Robinson College of Business
Bachelor of Business Administration (B.B.A.), Computer and Information Sciences, General
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