Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Alex Ruda

Burlington,VT

Summary

Motivated and dedicated professional with over 10 years of experience in account management, customer success and client onboarding. Proven ability to build strong relationships while consistently contributing as a valuable asset to every organization. Seeking a high-growth opportunity to leverage skills and experience for advancement and long term success.

Overview

16
16
years of professional experience

Work History

CUSTOMER SUCCESS MANAGER

Broadly
Burlington, VT
11.2018 - 09.2024
  • Delivered exceptional customer success support to small and medium-sized businesses, leveraging company software to drive performance optimization, and achieve measurable business outcomes.
  • Managed the full post-sales customer lifecycle, including client onboarding, product implementation, training, account management, contract renewals, and revenue growth initiatives.
  • Acted as a product subject matter expert and trusted advisor to a portfolio of over 1,000 SMB accounts, ensuring customer satisfaction, and fostering long-term client retention.
  • Partnered with the business development team to identify and assess strategic partnership opportunities, with a focus on high-value deals aligned with corporate growth objectives.
  • Collaborated cross-functionally with sales, marketing, operations, and product teams to enhance product capabilities, streamline internal processes, and implement customer-centric improvements.
  • Built and maintained strong relationships with key stakeholders, resulting in high customer retention, increased satisfaction scores, and reduced churn rates.
  • Operated in a fully remote work environment for over four years, effectively managing customer relationships, team collaboration, and project execution across distributed teams.
  • Acquired by Vendasta in March 2023.

TECHNICAL ACCOUNT MANAGER

Yapstone
Walnut Creek, CA
05.2017 - 11.2018
  • Accelerated product adoption by collecting and communicating customer feedback to the product team, influencing feature development, and user experience improvements.
  • Identified and implemented scalable solutions by recommending policy changes and system enhancements to support customer success, and business growth.
  • Resolved customer inquiries and technical issues efficiently across multiple channels, including phone, email, and Zendesk, ensuring high customer satisfaction and timely resolution.
  • Developed and enforced service policies in a fast-paced customer support environment to standardize responses, improve efficiency, and enhance overall service quality.
  • Collaborated cross-functionally with product, engineering, and operations teams to enhance product functionality, and address client needs proactively.

CUSTOMER EXPERIENCE MANAGER

Sungevity Solar
Oakland, CA
11.2014 - 03.2017
  • Served as the primary post-sale point of contact for onboarding customers into the solar installation lifecycle, ensuring a seamless transition and client satisfaction.
  • Delivered proactive customer support through inbound and outbound communication channels, addressing inquiries, and guiding clients on solar system usage and benefits.
  • Educated customers on solar technology, system performance expectations, and available incentives to maximize energy savings, and ROI.
  • Collaborated cross-functionally with Sales, Customer Service, Project Management, and Compliance teams to resolve issues, escalate concerns, and ensure the timely resolution of unmet customer needs.
  • Cultivated strong customer relationships by acting as a trusted advisor throughout the solar installation process, increasing satisfaction and retention rates.
  • Managed customer accounts and updated project status in Salesforce CRM, ensuring data accuracy, and timely milestone tracking.
  • Oversaw the progress of over 100 active customer projects monthly, driving pipeline movement, and meeting aggressive SLA deadlines.
  • Identified and resolved pre-design and logistical challenges to maintain project momentum and adhere to operational timelines.
  • Handled customer escalations related to equipment availability, scheduling conflicts, and third-party contractor coordination, delivering solutions, and maintaining service quality.

TECHNICAL SALES ASSOCIATE

Sungevity Solar
Oakland, CA
07.2013 - 11.2014
  • Initiated first contact with prospective customers, building rapport quickly, and effectively addressing inquiries to drive interest in solar solutions.
  • Clearly communicated the value proposition of solar energy products, successfully scheduling appointments for field sales consultants.
  • Utilized satellite imagery and mapping software to conduct preliminary assessments of residential properties, determining eligibility for solar installation.
  • Qualified leads are based on predefined criteria, including home viability, energy usage, and financial metrics, to ensure alignment with company standards.
  • Managed and tracked lead progress through the sales funnel using Salesforce CRM, ensuring accurate data entry and pipeline visibility.
  • Consistently achieved and exceeded monthly sales and appointment-setting targets through effective communication and prospecting techniques.
  • Recognized as a top performer with the highest number of qualified solar appointments for June 2014, demonstrating strong sales acumen and goal attainment.

ACCOUNT MANAGER

Oracle Corporation
Broomfield, CO
08.2010 - 08.2012
  • Assisted in the sales and renewal of maintenance and support service contracts for mid- to large-sized enterprise accounts, contributing to recurring revenue goals.
  • Managed a defined territory, securing on-time contract renewals, and maintaining customer satisfaction throughout the renewal lifecycle.
  • Identified opportunities to expand existing accounts and developed new business within an assigned geographic region, supporting growth initiatives.
  • Educated customers on the full range of support services, business process improvements, and contractual terms to promote informed purchasing decisions.
  • Ensured 100% of support contracts were renewed before expiration, escalating qualified leads to the Partner Sales Channel for upsell and cross-sell opportunities.
  • Served as a key member of the internal 'Super User' team, responsible for disseminating updates, process changes, and best practices to cross-functional teams.

SERVICES ANALYST

Sun Microsystems
Broomfield, CO
01.2009 - 08.2010
  • Generated accurate service quotes for Sun Microsystems' hardware and software solutions, supporting sales representatives in closing new and renewal business.
  • Prepared and finalized service contract documentation, ensuring compliance with internal policies and customer requirements.
  • Supported post-sales administrative processes during Sun Microsystems' acquisition by Oracle, maintaining service continuity and data integrity.

Education

Bachelor of Arts - Speech Communication

Colorado State University
Fort Collins, Colorado
05-2008

Skills

  • Account Management
  • Customer Success
  • Client Onboarding
  • Renewal Sales
  • Customer Experience
  • Sales Support
  • Salesforce
  • ZenDesk
  • PlanHat

References

References available upon request.

Timeline

CUSTOMER SUCCESS MANAGER

Broadly
11.2018 - 09.2024

TECHNICAL ACCOUNT MANAGER

Yapstone
05.2017 - 11.2018

CUSTOMER EXPERIENCE MANAGER

Sungevity Solar
11.2014 - 03.2017

TECHNICAL SALES ASSOCIATE

Sungevity Solar
07.2013 - 11.2014

ACCOUNT MANAGER

Oracle Corporation
08.2010 - 08.2012

SERVICES ANALYST

Sun Microsystems
01.2009 - 08.2010

Bachelor of Arts - Speech Communication

Colorado State University

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Alex Ruda