Customer Success Manager

Drew S. Ryner

** ***** *****

Dallas, GA *****

http://www.linkedin.com/in/drewryner

617-***-**** ********@*****.***

SUMMARY

Accomplished Senior Technical Manager with a robust background in deploying, managing, and delivering technical solutions across various industries. Expert in driving cross-team collaboration to remove obstacles and generate insights, ensuring customer success. Skilled in telecommunications, operating environments, and other technologies, with a proven track record of effectively communicating complex technical information to diverse audiences.

EXPERIENCE

VERTEXONE, Atlanta, GA Feb 2021 – Present

Client Success Manager (Contract)

• Responsible for cultivating and maintaining strong relationships within assigned accounts ensuring high levels of client satisfaction within the Utilities industry

• Collaborate with Sales, Operations, Development, and Product teams to ensure client requirements are met

• Maintain a deep understanding of the product and speak with clients about the most relevant features/functionalities to meet their specific business needs

• Secure account renewals and expansions by tracking program success against goals and KPIs, identifying at-risk accounts, and proactively addressing issues

• Identify opportunities for upsell and cross-sell services based on clients' requirements and preferences

• Manage and evaluate vendor relationships to meet organizational goals

• Served as escalation point for issues that impacted clients’ productivity and satisfaction

• Provide platform training to newly onboarded client’s either on-site or remote

MICROSOFT, Atlanta, GA Oct 2018 – Feb 2021

Customer Success Manager (Contract)

• Represented customer interests within Microsoft, generating insights and removing obstacles through cross-team collaboration

• Assisted clients with training, renewals, registrations, technical support, Business Applications, renewals, registrations, technical support, and advocacy, driving Azure workload consumption growth

• Created value for clients by defining clear business outcomes and building a success plan with identified objectives, stakeholders, milestones, risks, and metrics

• Maintain a deep understanding of the product and speak with clients about the most relevant features/functionality for their specific business needs

ALORICA, Kennesaw, GA Mar 2017 – Oct 2018

Technical Support (Contract)

• Troubleshot and resolved customer technical issues, improving service quality

• Worked with multiple testing systems to efficiently solve customer issues

• Provided exemplary service while resolving issues and initiating repair orders

• Created Root Cause Analysis (RCA) for chronic incidents, enhancing service reliability

Drew S. Ryner Page Two

KENCO, Chattanooga, TN Nov 2015 – Mar 2017

Business Support Analyst (Contract)

• Served as the subject matter expert for warehouse management systems, troubleshooting system issues

• Collaborated with operations to develop improvements to the WMS system and coordinated ERP needs

• Performed basic computer and RF repairs and integrated workstations

• Administered reporting solutions, providing analytical tools for operational management

McKESSON, Atlanta, GA Mar 2013 – Nov 2015

Technical Trainer (Contract)

• Installed and maintained POS hardware, servers, and workstations, facilitating system configuration

• Remotely installed and implemented POS systems, enhancing pharmacy operations

• Taught on-site and remote McKesson EnterpriseRx Pharmaceutical System and POS classes, improving employee proficiency

LOGICACMG / ACISION, Atlanta, GA 2003 – 2013

Customer Solution Engineer / Trainer

• Installed, configured, and maintained hardware and software for Short Message Service Center (SMSC’s) systems

• Domestically, provided 24/7 support of all SMSC’s for AT&T, Sprint, and T-Mobile

• Successfully upgraded 124 SMSC’s without causing any downtime or outages resulting in greater capacity and revenue for telecommunications customers

• Delivered product training to customers and Acision new employees

Technical Training Manager / Trainer

• Managed a team of 4 Technical Trainers, increasing training revenue by 37% through effective budget and development management

• Coordinated training delivery for all SMSC technical training for North, Central, and South America’s regions

MASSACHUSETTS ARMY NATIONAL GUARD, Milford, MA 2001 – 2003

Distance Learning Manager

• Managed budget, maintenance, and delivery of Video teleconferences (VTC’s) from 17 Distance Learning classrooms in support of Massachusetts Army National Guard

• Coordinated support for 24/7 operations during the 2004 Democratic National Convention, ensuring no downtime

• Conducted live VTC’s between active-duty troops serving overseas and their families in Massachusetts

Drew S. Ryner Page Three

EPRISE CORPORATION / DIVINE, INC., Framingham, MA 1999 – 2001

Senior Technical Trainer

• Led a 6-person team, delivering over 50 classes worldwide, enabling students to confidently build and manage company websites

MILITARY BACKGROUND

• Assistant Director, Information Management, Major (Retired), Massachusetts Army National Guard – State Headquarters, Milford, MA

• State Signal Officer, Captain, Rhode Island Army National Guard – State Headquarters, Cranston, RI

• Chief Instructor, 1st Lieutenant, Rhode Island Army National Guard – RI Military Academy, Narragansett, RI

• Tactical Circuit Controller, Sergeant, United States Army (Active Duty), Schweinfurt, Germany / Ft. Hood, TX

EDUCATION

MS, Information Technology Management, with Honors, Summa cum Laude, Touro University International, Cypress, CA, 2005

BS, Communications, Regents / Excelsior College, Albany, NY, 1998

CERTIFICATIONS

Microsoft Service Adoption Specialist, Atlanta, GA

Short Message Service Center Engineer, Nieuwegein, Netherlands

Performance Based Equipment Trainer, Peabody, MA

Instructor / Advanced Instructor, Rhode Island Military Academy

McKesson Pharmaceutical Point-of-Sale and EnterpriseRx Systems, Pittsburg, PA

SKILLS

Azure Workload Growth Cross-Team Collaboration Customer Service Excellence

Customer Advocacy ERP System Coordination POS System Installation

Root Cause Analysis Software as a Service (SaaS) Technical Issue Troubleshooting

Technical Solution Deployment Technical Training Delivery

COMMUNITY SERVICE

BLACKSTONE VALLEY YOUNG MARINES, Milford, MA 1998 – 2005

Commander

Led a staff of 7 adults responsible for the training and teaching life and practical skills for youth ages 8-18 in a para-military anti-drug program.

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