David Raym
Tampa,FL
Summary
Dedicated Customer Success Manager, determined to build and maintain customer relationships. 20+ years of management and customer relations experience with proven ability to build client relationships through listening, understanding, and implementing effective project solutions.
Overview
25
25
years of professional experience
Work History
Customer Success Manager
Advantive
06.2022 - Current
- Managed initial caseload of 32 SaaS customers; 46% increase to 46 customers in first year
- Implemented 10 Day Contact program focused on customer satisfaction; 52% increase in first six months due to consistent communication and implementation of project resolutions
- Created department procedures for sales, professional services, customer success, customer support, and accounting departments, emphasizing customer service improvements
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues
- Monitored KPI metrics and developed actionable insights to improve efficiency and performance
Client Success Manager
Powers Law
07.2020 - 06.2022
- Managed caseload of 100+ clients with emphasis on client relations
- Communicated with all clients with consistent phone calls and emails, updating each client with case status
- 30% average growth year over year attributed to client referrals, due to their satisfaction with overall experience and outcome
- Created a personable and productive environment for all departments to effectively communicate and operate.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service
Owner
Quality Claims Solutions
08.1998 - 06.2020
- Established consulting group for PIP (Personal Injury) claims focused on fraudulent auto accidents and medical claims
- Managed $30 million annual budget from start-up of $80,000 in 1998
- Enhanced operational efficiency and productivity by managing budgets, accounts, and costs
- Coordinated full investigation (surveillance, interviews, medical exams, trial expert appearances, negotiations, file closure)
- Consulted with customers to assess needs and propose optimal solutions.
Education
Bachelor of Science - Business Management
Canisius College
1994
Skills
- Account Management
- Client Service Optimization
- Strategic Communication
- Define Customer Needs
- Corrective Action Planning
- Customer Relations and Retention
- Pipeline Development
- Salesforce CRM Experience
Timeline
Customer Success Manager
Advantive
06.2022 - Current
Client Success Manager
Powers Law
07.2020 - 06.2022
Owner
Quality Claims Solutions
08.1998 - 06.2020
Bachelor of Science - Business Management
Canisius College
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