Customer Success Manager

Bryan Winkle

402-***-**** ************@*****.*** Elkhorn, NE

CUSTOMER EXPERIENCE & SUCCESS MANAGER

●Managed a $1.5M portfolio and sustained a 97% retention rate, demonstrating strong customer success and account management skills.

●Led SaaS onboarding processes with tailored quarterly reviews, driving client engagement and measurable improvements in platform adoption.

●Collaborated cross-functionally to implement data-driven insights that improved account health by 20%, ensuring clients realized full platform value.

WORK EXPERIENCE

Fleetio

Customer Success Manager Jun 2024 - Present

●Managed $1.5 million book of business for 40-60 enterprise and mid-market clients.

●Maintained 97% customer retention rate driven through proactive relationship management.

●Delivered tailored quarterly business reviews and executive business reviews to enhance client engagement and retention.

●Integrated customer feedback to refine success strategies, aligning service delivery with client goals.

●Collaborated with technical support teams to resolve issues, reducing resolution time by 25% and bolstering customer support.

●Partnered with Solutions Architects during technical onboarding, increasing new client usage by 25%.

Verizon Connect

Customer Success Manager Jan 2018 - Jan 2024

●Built and maintained long-term relationships with enterprise clients, increasing engagement by 20% as a trusted advisor.

●Guided customers through onboarding and product implementation, enhancing adoption and demonstrating SaaS expertise.

●Proactively resolved challenges to improve satisfaction and maintain high retention rates.

●Aligned customer success strategies with client business goals by tracking KPIs and refining processes using data analytics.

●Conducted data-driven quarterly reviews to reinforce value and support strategic growth in client partnerships.

●Designed a streamlined onboarding process for 50+ enterprise clients, reducing time-to-value by 15%.

Telogis, a Verizon Company

Senior Support Manager Jan 2014 - Jan 2018

●Developed and implemented best practices to enhance operational efficiency, driving process improvements.

●Led an Executive Escalations team, resolving high-priority customer issues with a 20% faster turnaround.

●Advocated effectively for customers, enhancing experiences and increasing satisfaction by 15%.

●Performed KPI-driven statistical analysis to refine support strategies, achieving a 15% improvement in service delivery.

●Optimized escalation protocols with cross-functional teams to expedite solutions by 20%.

Dell MessageOne

EMS/Alertfind Global Support Manager Jan 2007 - Jan 2014

●Led a global team of support agents across multiple time zones, ensuring high-quality customer service and technical support.

●Collaborated with cross-functional teams to enhance product design and streamline operations, resulting in a 10% boost in customer satisfaction.

EDUCATION

Gateway Electronics Institute May 1993

Computer Programming

University of Nebraska At Omaha

Some College (No Degree), Computer Science

SKILLS

Customer Success & Onboarding: Customer Success, Client Onboarding, Technical Onboarding, SaaS Implementation

Data & Analytics: Data Analytics, KPI Tracking, Quantitative Analysis, Documentation

Account Management: Account Management, Customer Retention, Relationship Building, Account Health Monitoring

Cross-functional Collaboration: Product Walkthroughs, Customer Support, Implementation, Cross-functional Coordination

HONORS & AWARDS

Gold Stevie Awards for Customer Support manager of the Year

The Stevie® Awards

Contact this candidate