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BRYAN J. PRESSLEY
Enterprise Customer Success Manager (CSM) | Team Lead
Indian Valley,VA
Summary
Experienced Customer Success Manager with over 10 years of experience in customer-facing roles. Regularly praised by leadership as a top-performing team member and especially known for impeccable customer service.
Overview
14
14
years of professional experience
Work History
Enterprise Customer Success Manager - Team Lead
SimpleTexting - A Sinch Company
, Remote
09.2019 - Current
- Managed ARR of 3-8 million while communicating with key stakeholders in fortune 500 organizations and SMBs
- Created and implemented a metrics and accountability scorecard process leading to 2x productivity across 7 CSMs
- Strategized with leadership team to offer the largest ever enterprise customer proposal
- Implemented new CRM platform and strategized 20+ data-driven playbooks and health scoring metrics
- Created and implemented quarterly business review (QBR) and annual review strategies across CSM team
- Selected by leadership on multiple occasions to showcase customer success stories in company-wide all-hands meetings
- Mitigated churn risk for all enterprise and strategic account escalations as the team's use case and subject matter expert
- Conducted live post-sale strategy and technical walkthrough meetings with enterprise and strategic accounts
Operations Manager - Customer Experience
Tendergrass Farms, LLC
Floyd, VA, Hybrid Remote
06.2017 - 07.2019
- Managed inventory forecasts and ran projections, for high-value customers (Fortune 500)
- Maintained incredible customer service for customers and implemented service strategies for streamlined order flow
- Implemented credit risk assessment strategies for supplier and freight partners substantially decreasing financial risk
- Developed and implemented complex workflows for processing AP and AR in excess of $200,000 weekly while providing training for incoming CFO during their onboarding process
- Developed vacation policy, company perks, and created company handbook
Sales Associate - Money & Compliance
LPL Financial
Floyd, VA
03.2016 - 04.2018
- Conducted client meetings to ensure transaction follow-through
- Coordinated inbound/outbound transfers via wire, ACH, check, and stock deposits in excess of $1M
- Enforced compliance requirements across nationwide team of 50+ financial representatives
- Created required minimum distribution (RMD) program for entire client base to meet annual IRS close deadlines
- Managed and maintained CRM and imaging systems (Redtail CRM)
E-Commerce Manager
Wise World, LLC
, Remote
03.2015 - 03.2016
- Fixed term assignment for private equity (PE) backed e-commerce and Amazon storefront
- Implemented white-hat search engine optimization (SEO) strategies and utilized analytical software tools to drive customer traffic to storefronts
- Maintained communication with overseas suppliers, oversaw product development communication, and forecasted demand
- Created costing matrix (over 35 products) with supplier costs, shipping, and margin figures for deciding on new potential product lines
Licensed Sales Producer - Agency Administrator
Allstate Insurance Company
Christiansburg, VA
06.2012 - 03.2014
- Managed multiple cross-selling campaigns, retention strategies, and recruiting efforts to drive accelerated growth
- Attended continuing education courses and workshops to gain additional insurance industry knowledge
- Utilized targeted cold calling (at least 50 per day), local outreach, and other lead-generation initiatives to increase agency book of business
Technical Trending and Support - Level III
Dish Network
Christiansburg, VA
01.2010 - 05.2012
- Resolved diverse range of technical issues across multiple systems for end-users across various time zones
- Leveraged in-house ticketing systems to process support requests while translating complex technical issues into digestible language for non-technical users
- Performed in top 1% of 500 employees and was #1 for customer satisfaction (CSAT), sales performance, efficiency, and QA KPIs.
Transaction Specialist
Wells Fargo Bank
Mechanicsburg, PA
05.2008 - 08.2010
- Demonstrated exceptional customer service skills across all transactions
- Supported key promotions by contacting established and potential customers to discuss offerings
- Conducted high-volume money counts and regularly reviewed vault access and records
- Counted and verified bank deposits, as well as armored car transactions in excess of $100k
Skills
Customer Success and Experience
Timeline
Enterprise Customer Success Manager - Team Lead
SimpleTexting - A Sinch Company
09.2019 - Current
Operations Manager - Customer Experience
Tendergrass Farms, LLC
06.2017 - 07.2019
Sales Associate - Money & Compliance
LPL Financial
03.2016 - 04.2018
E-Commerce Manager
Wise World, LLC
03.2015 - 03.2016
Licensed Sales Producer - Agency Administrator
Allstate Insurance Company
06.2012 - 03.2014
Technical Trending and Support - Level III
Dish Network
01.2010 - 05.2012
Transaction Specialist
Wells Fargo Bank
05.2008 - 08.2010
Software
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