Felicia Rella

CS Pro

Hey, I am Felicia Rella, and I am here in northern N.J. I am originally from Yonkers, NY.
I have been in CS directly for 10+ years, 5 as a Manager, in B2B SaaS startup tech, and indirectly for 15. I have built and managed CS and Level 1 Tech support teams, CS programs, and culture. As a Manager and IC, I have advised customers and acted as their CEO primarily for process improvement and workflow products. I am a holistic CS leader owning the full customer lifecycle for Fortune 500 mid-level and SMB organizations. I have held portfolios of 55 customers valued at $16M ARR with top-tier customers of $1M, such as Exxon, Morgan Stanley, and Whole Foods. I have owned everything from onboarding to renewals and carried quotes.
My passion for CS is leveraging technology to improve my customers' and colleagues' day-to-day work lives.
That passion comes from watching my father build his commercial refrigeration business and treat his customers with authenticity, empathy, and gratitude. Although he was a small one-person shop most of the time, he had major accounts and brand-name customers in Yonkers and the surrounding area.
I started my career as an Accountant and was Manager of General Accounting at Avon Products before being poached by a B2B tech startup to help them go to market with their digital offering. While I recognized my achievements at Avon, the accounting routine was too mundane. Sorry, Mr. High School guidance counselor, but you got it wrong. If KPIs were a thing, you would have missed this target. I have an interest in and an inclination for data and details, which pair nicely with collaborating with customers to define and drive their goals and key outcomes.
I did everything from pre-sales to QA' ing the implementation, writing the training documents, and informally as a product manager.
I love the action and ambiguity of the startup world. Each day is a new puzzle to solve, and I can apply my passion and preferences more expansively. I thrive on navigating customers and internal teams through ever-changing conditions. I help customers and their people function more efficiently so they can have a positive experience as they pursue their goals each day.
Years ago, a friend asked me to join a customer service telecom group with her. My response when I was working at a CPA firm was that I didn't do customer service. I laugh at that now because it is precisely what I have always done: nurture client and customer relationships (Avon's customers are the Avon Ladies!) throughout my career.

I enjoy life here in NJ with my 14-year-old daughter and boyfriend. I am in my element when spending time at home, in nature, at the beach, at a concert, or playing recreational softball. I prioritize physical and mental health through exercise and meditation and consistently pursue personal and professional growth through courses and community.