Client Success Project Manager

Alexander Reich

*********@*************.***

http://linkedin.com/in/alexanderreich

Summary

Client Success professional with 5 years of experience in the SaaS industry. Known for driving user retention and customer satisfaction via unparalleled empathy and a relentless drive for results. Experienced in onboarding clients from day one with new products and services. Revered for generating training materials for staff and clients, ensuring the transition from novice to subject matter expert at a rapid pace. Known for exceeding expectations, generating department SOPs, explaining complex topics in a digestible manner, and deliberate communications with C-Suite executives. Skills

Presenting to Leadership

Client Onboarding

Client Retention

Product Solutions

Department Management

Drafting SOPs

Knowledge Transfer

Agility

Cross-function Collaboration

Stakeholder Management

Quality Analysis

Tenacity

Education

B.A. Emerging Media and Communications

The University of Texas at Dallas

Employment History

RealManage Dec 2024 - Present

Community Banking Associate

• Opening and closing client accounts.

• Processing credit and debit card requests.

• Organization of documents for communities.

• Communications related to CD maturity and renewal.

• Fraud investigation and reporting.

• Processing final disbursement requests for terminating clients.

• Processing tickets, emails, and calls to assist HOA board members and internal staff. TapGoods Sep 2020 – Jun 2024

SaaS Product Manager / Project Manager

• Coordinating with stakeholders and leadership to set Product initiatives in motion.

• Prioritizing features and planning release timelines within Atlassian Jira.

• Collaborating on Creative designs with stakeholders across departments.

• Gathering and defining requirements, determining scope for feature development.

• Generating user stories and acceptance criteria for software releases within Atlassian Jira.

• Collaborating on UI wireframes to assist the Creative team in designing user interfaces.

• Coordinating with Creative staff to keep interface designs aligned with acceptance criteria.

• Hosting development kickoff meetings detailing goals and expectations for software projects.

• Overseeing development cycles in an agile setting, monitoring sprint boards within Atlassian Jira.

• Addressing all inquiries related to feature documentation throughout sprints across departments.

• Delivering enterprise software solutions for clients in 2022, 2023, and 2024.

• Establishing standard operating procedures in a early startup environment, leading to development cycles with smooth launch of functionality and clear pre-release communications across departments.

Client Support Specialist

• Addressing all client inquiries submitted into the ZenDesk ticketing system via email, video call, and the ticket management platform.

• Creating tutorials, both written and interactive, to further client success in use of the product and training new staff members.

• Onboarding new clients via a series of video call training sessions to ensure success within the product and build rapport.

• Logging and reproducing software bugs as described by clients for the product team to address.

• Creating a public-facing knowledge base covering the product for use by both internal staff and clients.

• Establishing Client Success standard operating procedures in an early startup environment, leading to the availability of training materials covering all facets of functionality within the TapGoods software platform.

Wheeler Staffing Partners Jul 2020 – Sep 2020

Talent Acquisition Specialist

• Placing a minimum of 40 calls and scheduled 3 interviews per day.

• Analyzing applicant resumes, work history, and background.

• Selecting candidates for interviews where qualifications match available openings.

• Interviewing applicants and arranging meetings with hiring manager(s) when applicable. NYLO Plano at Dallas by Hilton Feb 2018 – Mar 2020 AM Kitchen Lead

• Coordinating and supervising staff.

• Reviewing inventory to prepare purchase order reports for management.

• Organizing, planning, and prioritization of tasks. Furloughed due to COVID-19, found a new role before returning to work. Internship Experience

University of Texas at Dallas May 2019 – Aug 2019

Text and Visualizations: UI/UX Testing Center Handbook

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