JOHN BALLEW
Kansas City
Summary
Seasoned Senior Customer Success Manager with extensive experience in formulating and implementing customer success strategies. Possess strong leadership skills, capable of building and directing high-performing teams towards achieving business objectives. Improving customer retention rates and fostering long-term relationships . Made significant impact in previous roles by optimizing processes to enhance customer satisfaction and loyalty. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
27
27
years of professional experience
Work History
Senior Customer Success Manager
SecureAuth Corporation
Los Angeles
01.2021 - Current
- Managing a $14 million ARR client portfolio in the Identity & Access Management space.
- Manage enterprise-level accounts such as JP Morgan, Starbucks, Bass Pro, Meijer, and Konica Minolta.
- Executing upsell and cross-sell techniques to deliver 10% net new ARR.
- Maintain a 100% annual client retention rate by delivering proactive relationship management.
- Develop strong relationships by understanding client needs, and delivering dynamic solutions.
- Responsible for key stakeholder communications to develop, maintain, and grow valued business partnerships.
- Proven success working in a cross-functional environment by managing the expectations of internal product and delivery teams to meet agreed-upon customer deadlines.
- Experience delivering business recommendations and presentations to C-level client executives.
- Ability to react and be flexible in a fast-paced software delivery environment.
- Vitally (CRM Software) - Developed, implemented, and currently administered for SecureAuth.
Client Relationship Executive
DST Systems, Inc./SS&C Technologies
Kansas City
01.2010 - 01.2020
- Developed strong relationships by understanding client needs, and delivering dynamic solutions.
- Responsible for stakeholder communications to retain and grow valued business partnerships.
- Managed 10 large enterprise clients, including Morgan Stanley, State Street, MassMutual, Transamerica, Knights of Columbus, Ohio National, The Hartford, and Optum.
- Responsible for a $10 million ARR client portfolio, representing data hosting, software, and licensing services in a SaaS environment.
- Grew organizational revenue by 15% annually by implementing consultative sales strategies, identifying client opportunities, and delivering consulting services.
- Generated $1.5 million in new ARR annually from 2015 to 2019. Sales comprised user license upsells, professional services, and the renewal of user licenses.
- Retained 100% of clients by building trusting business partnerships, conducting needs analysis, presenting individualized solutions, conducting continuous follow-up, and providing conflict resolution.
- Traveled throughout the United States to conduct client visits consisting of operational reviews, determining strategic goals, identifying technical requirements, and providing business consultation, which led to valuable client solutions.
- Presented product educational sessions, which led to cross-selling and additional revenue.
Client Success Consultant
DST Systems, Inc./SS&C Technologies
Kansas City
01.2007 - 01.2010
- Supported 10 high-profile financial services firms.
- Acted as the primary contact between DST and corporate clients, providing 24/7 support to resolve complex system outages, trades, and staff issues.
- Consulted with clients to provide tactical planning, and schedule IT maintenance and upgrades.
- Oversaw project managers to launch corporate software solutions that transformed client business operations and maximized efficiency levels.
- Prepared and presented monthly SLA reports, and worked with key stakeholders to discuss and resolve concerns.
Senior Business Analyst
DST Systems, Inc./SS&C Technologies
Kansas City
01.2005 - 01.2007
- Documented test cases for validating system functionality against user requirements.
- Performed root cause analysis to determine underlying issues in complex problems.
- Gathered performance metrics from different sources including surveys, focus groups.
- Provided technical assistance on software development projects by providing feedback on design documents and code reviews.
- Developed business process models to identify and document customer requirements.
Business Unit Manager
DST Systems, Inc./SS&C Technologies
Kansas City
01.2002 - 01.2005
- Provided guidance and support for senior management on developing long-term strategic plans for growth initiatives within the business unit.
- Established key performance indicators for the business unit in order to measure progress against goals.
- Created operational plans that focused on increasing efficiency while minimizing costs.
- Managed the budgeting process for the business unit, including forecasting and resource allocation.
- Interviewed prospective employees and provided input to HR on hiring decisions.
Team Coordinator
DST Systems, Inc./SS&C Technologies
Kansas City
01.2000 - 01.2002
- Gathered feedback from clients regarding their experience working with the team and shared it with leadership.
- Prepared detailed reports summarizing completed projects, including analysis of successes and challenges faced by the group.
- Monitored progress against goals set by the team leader and provided feedback accordingly.
- Communicated assigned responsibilities to each group member to delegate tasks.
Mutual Fund Representative
DST Systems, Inc./SS&C Technologies
Kansas City
01.1999 - 01.2000
- Responded promptly to customer inquiries regarding mutual fund investing options.
- Processed transactions related to buying and selling shares of mutual funds in a timely manner.
- Maintained up-to-date knowledge of industry regulations, laws, and best practices related to mutual funds.
Education
Masters of Business Administration -
Park University
Parkville, MO01.2003
Bachelor of Science - Marketing
Northwest Missouri State University
Maryville, MO01.1999
Skills
- Client relationship management
- Cross-selling techniques
- Stakeholder communication
- CRM administration
- Customer retention
- Business consultation
- Strategic planning
- Customer journey mapping
- Strategic communications
- Verbal and written communication
Professional Leadership
Board of Directors, Quality Hill Playhouse Theatre, Kansas City, MO. | 2019 - 2022
Chair of the Strategic Planning Committee tasked to develop a strategic vision for the theatre., Secured donations and provided fundraising recommendations, which contributed to the theatre's growth.
Timeline
Senior Customer Success Manager
SecureAuth Corporation
01.2021 - Current
Client Relationship Executive
DST Systems, Inc./SS&C Technologies
01.2010 - 01.2020
Client Success Consultant
DST Systems, Inc./SS&C Technologies
01.2007 - 01.2010
Senior Business Analyst
DST Systems, Inc./SS&C Technologies
01.2005 - 01.2007
Business Unit Manager
DST Systems, Inc./SS&C Technologies
01.2002 - 01.2005
Team Coordinator
DST Systems, Inc./SS&C Technologies
01.2000 - 01.2002
Mutual Fund Representative
DST Systems, Inc./SS&C Technologies
01.1999 - 01.2000
Masters of Business Administration -
Park University
Bachelor of Science - Marketing
Northwest Missouri State University
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