Phillip Ramirez
About Phillip Ramirez
Phillip Ramirez serves as the Manager of Technical Customer Success Engineering at Rollbar, where he has significantly expanded the department and developed key operational frameworks. He has a diverse background in customer support and engineering roles across various companies, including Synactive, Sauce Labs, and Finastra.
Current Role at Rollbar
Phillip Ramirez serves as the Manager of Technical Customer Success Engineering at Rollbar, a position he has held since 2020. In this role, he has successfully doubled the headcount of the Customer Success Engineering department and initiated a new team in Hungary. He focuses on maintaining transparency, collaboration, and company culture within the team. Phillip has built the Customer Success Engineering function from the ground up, defining and developing essential playbooks, KPIs, SLAs, NPS, and CSATs for presentation to the executive team.
Previous Experience in Customer Support and Engineering
Before joining Rollbar, Phillip Ramirez accumulated extensive experience in customer support and engineering roles. He worked at Sauce Labs as a Lead Customer Support Engineer from 2018 to 2020. Prior to that, he served as a Senior Technical Support Engineer at Kenandy, Inc. from 2015 to 2016 and as a Lead Operational Application Support Analyst at Finastra from 2016 to 2018. His role at Synactive, Inc. as a Solutions Engineer from 2013 to 2015 further solidified his technical expertise.
Education and Academic Background
Phillip Ramirez earned a Bachelor's Degree in Cognitive Science from the University of California, Merced. His academic background has provided him with a solid foundation for understanding user behavior and enhancing customer experiences in technical environments. He also gained practical experience as an Education Intern at UC Santa Cruz in 2009.
Technical Contributions and Initiatives
Throughout his career, Phillip has made significant contributions to technical processes and customer success initiatives. He built custom integrations for various Customer Success tools, including Salesforce, Zendesk, and Jira, ensuring data consistency and utility. He led the transition from Intercom to Zendesk company-wide, overseeing planning, sandboxing, and deployment. Additionally, he catalogued all public API endpoints into a Postman collection to facilitate knowledge transfer within his teams.
Remote Onboarding and Team Development
At Rollbar, Phillip Ramirez created and implemented a fully remote onboarding process to enhance the integration of new team members. His focus on developing a cohesive team environment has contributed to the growth and effectiveness of the Customer Success Engineering department. He emphasizes collaboration and culture as key components of team success.