Alicia Traa

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

Experience

1. SVP of Global Customer Success & Support

   Nearmap

   Jul 2025 — Present

   Continuing to help Nearmap Customers find value with our solutions, while reducing cost and time. Scaling Customer Success while increasing Gross Retention and Net Retention. Since starting Nearmap we have increased our average GRR + PI from 92% to 98%. Net Retention has increased by 105% to 120%. These successes are the result of an improved customer journey, proactive customer enablement and scaling the CSMs.

Education

• University of Portland

  BA, Political Science

  2000 — 2004

Skills

• Analysis
• Erp
• Customer Relationship Management (Crm)
• Software Industry
• Sales Process
• Business Intelligence
• Contract Negotiation
• Selling
• Direct Sales
• Solution Selling
• Cloud Computing
• Software Implementation
• Software as a Service (Saas)
• Business Development
• Sales Operations
• Professional Services
• Customer Service
• Crystal Reports
• Saas
• Sage
• Enterprise Software
• Sales
• Enterprise Resource Planning (Erp)
• Account Management
• Strategic Partnerships
• Training
• New Business Development
• Crm
• Marketing
• Salesforce.com