Glen Lapray
South Jordan,UT
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Extensive experience in leading and supervising customer success teams with documented strengths in building and maintaining relationships with diverse range of stakeholders. Demonstrated ability to drive customer satisfaction and retention through effective relationship management in dynamic, fast-paced settings.
Overview
15
15
years of professional experience
Work History
CSM Manager - Public Sector
Nearmap
04.2017 - 02.2024
- Managed team of customer success managers with $23MM total portfolio, providing leadership, guidance, and support to ensure exceptional customer satisfaction and retention rates.
- Developed and implemented customer success strategies and action plans, leading to increased upsell and cross-sell opportunities.
- Conducted regular performance evaluations and training sessions to enhance general skills and knowledge for customer success team, resulting in improvements to customer onboarding, growth and retention rates.
- Collaborated with cross functional teams, including sales, product, and marketing, to identify and address customer pain points, and maintained over 96% retention rate.
Sr Account Manager
Proofpoint
02.2012 - 04.2017
- Developed and implemented strategic account plans to drive expansion and increase retention across $4.5MM portfolio.
- Managed all aspects of customer journey, from initial onboarding through renewal.
- Held portfolio of key accounts, cultivating strong customer relationships while driving customer retention.
- Collaborated with internal stakeholders to identify upselling and cross-selling opportunities.
Account Manager
Lendio
Lehi, UT
10.2010 - 02.2012
Member Service Specialist
ExpertVoice
Salt Lake City, UT
01.2009 - 10.2010
Education
Bachelor of Science - Business Administration
Utah State University
Logan, UT2003
Skills
- Customer Relationship Management
- Team Leadership
- Complex Problem-Solving
- Excellent Communication
- Operations Management
- Customer Centric
- Active Listening
- Technical Expertise
Timeline
CSM Manager - Public Sector
Nearmap
04.2017 - 02.2024
Sr Account Manager
Proofpoint
02.2012 - 04.2017
Account Manager
Lendio
10.2010 - 02.2012
Member Service Specialist
ExpertVoice
01.2009 - 10.2010
Bachelor of Science - Business Administration
Utah State University
Similar Profiles
Femi AlabiFemi Alabi
SENIOR ACCOUNT MANAGER MID-MARKET at NearmapSENIOR ACCOUNT MANAGER MID-MARKET at Nearmap
Jason TheisJason Theis
Senior Customer Success Manager at Nearmap US LLCSenior Customer Success Manager at Nearmap US LLC
Miguel SilvaMiguel Silva
Global Case Manager & Business Development Specialist at Viscura InternationalGlobal Case Manager & Business Development Specialist at Viscura International