Customer Success Support
Resume:
RAY
ROBERTS LendingStandard
Vice President Client Experience / 2021 – Present
• Drive customer retention and increase revenue.
• Successfully managed onboarding of new clients increasing ARR by over 10%, support of existing clients, and ongoing consultation to improve adoption, user efficiency, and service revenue.
• Managed the company’s first major migration of all clients to a new platform with no interruption in services and positive reviews across the board. Intradiem
Customer Success Manager / 2020 – 2021
• Drive customer savings and product adoption for the portfolio of clients worth approximately $1.5 million in Annual Contract Value.
• Successfully managed clients to launch new user cases increasing their cost savings and expansion of services into additional groups resulting in additional revenues.
LendingStandard
Customer Support Manager / 2019 – 2020
• Developed and managed a new customer support function for the SaaS platform, including troubleshooting, issue resolution, new client training and system configuration.
• Designed troubleshooting guidelines which have increased first contact resolution and decreased the need for outside resources, thus improving overall team and company productivity. PopBookings
Director Client Success Management / 2017 – 2019
• Developed and managed the client experience journey and overall customer success function for start-up.
• Managed onboarding of new clients, system adoption and training, ongoing support, operational reviews, client retention, and management of client relationships resulting in an over 50% reduction in churn.
• Implemented customer success metrics and NPS tracking and management.
• Managed Help Desk team, implementing processes, training, and support to decrease first response time by over 30% and increase customer satisfaction.
Interactive Services
Program Manager / 2015 – 2017
• On-site management and oversight for an allocation of over $3 million of annual spending for multiple eLearning and employee development training programs for the company’s largest client.
• Coordination of various training initiatives involving workflow, business process analysis, client consultation, support, staff and resource allocation resulting in an additional $ 5 million in projects over 2 years. EXPERIENCE
EDUCATION
MBA
Baker University, Overland Park, KS
MA Communication Studies
Northern Illinois University, DeKalb, IL
BA Communication and Political Science
William Jewell College, Liberty, MO
PROFILE
As an accomplished and ambitious leader in Client Success and Operations, I have a proven track record of successfully managing teams responsible for ensuring overall customer satisfaction. I have honed my skills in client onboarding, ongoing support, and relationship management over the years. Throughout my engagements, I have been able to help clients adopt solutions by providing consultation, analyzing business processes, and driving change, which has resulted in significant improvements in time- to-value, increased revenue, client retention, and overall growth. SKILLS
• Relationship Management
• Training, Design
and Development
• System, Process
Implementation
and adoption
• Client Consultation
• Customer Support
• Staff and Resource
Management
• Problem Solving
• Business Analysis
and Process Improvement
• Client Management Leader
Customer Experience Certificate
Missouri State University, Springfield, MO
Pendo Certified Administrator
Pendo, Raleigh, NC
CERTIFICATIONS
621 N. Fairview Avenue, Liberty, MO 64068
www.linkedin.com/in/raytroberts
ad5oal@r.postjobfree.com
Contact this candidate