Patrick Ruedin
Laguna Beach,CA
Summary
Highly motivated and results-oriented Client Success Manager with 20+ years of maximizing customer lifetime value, increasing retention, engagement, and adoption. Proven ability to build strong relationships with diverse stakeholders, identify and resolve client challenges, and implement strategies that maximize product value and ensure long-term success. Skilled in communication, problem-solving, data analysis, and project management. SaaS Solution expertise.
Overview
25
25
years of professional experience
Work History
Sr Client Manager, National & Strategic Accounts
TELETRACKING TECHNOLOGIES
Pittsburgh, PA
01.2023 - 11.2023
- Account team lead and collaborative partner of 6 key national and strategic health systems focusing on retention and growth within assigned client base
- Achieved 133% of sales growth within account base
- Achieved client retention of 99% compared to goal of 96%
- Collaborated cross-functionally with product development, sales, and marketing to ensure client needs are met
Director Health Systems, National & Strategic Accounts
TELETRACKING TECHNOLOGIES
Pittsburgh, PA
01.2022 - 01.2023
- Direct owner and management of key strategic client health systems in pursuit of growth, 100% retention, satisfaction resulting in long-term partnerships
- Responsible for 5yr contract renewal with 3yr extension of large health system valued at $39M
- Maintained executive-level partnership to ensure growth within account and meet agreed upon ROI and outcomes
Associate Director, Health Systems
TELETRACKING TECHNOLOGIES
Pittsburgh, PA
06.2021 - 01.2022
- Built relevance, relationships, and rapport at all levels of the client organizations
- Created and executed annual account plans and QBRs for all assigned clients in portfolio
- Owned, negotiated, and executed contract renewals and upsells
- Took ownership of client satisfaction with every stage of the customer lifecycle
Sr. Client Success Manager
TELETRACKING TECHNOLOGIES
Pittsburgh, PA
05.2013 - 06.2021
- Built and strengthened client relationships at all levels to create success in an organization, to ensure client satisfaction, and retention
- Implemented and managed client roadmaps that support the strategic growth goals and outcomes
- Documented and conducted on-site and remote optimization analysis and provided recommended actions
- Monitored customer feedback and provided insights into areas of improvement for products and services offered by the company
- Conducted regular client meetings to review progress towards objectives and discuss potential opportunities for improvement
- Ensured compliance with contractual obligations from both the company and clients' sides
- Uncovered and generated leads and opportunities
Channel Partner Program Manager
INTELLEFLEX
Santa Clara, CA
04.2011 - 11.2013
- Built and strengthened strategic business relationships at executive-level, with customers, partners, stakeholders and other influencers, both internally and externally
- Built and maintained the CRM infrastructure needed to ensure that sales team meets or exceeds their targets, goals or other objectives
- Developed processes, procedures and templates designed to optimize the partner on-boarding process; ability to track, report and communicate business results
- Created training materials and facilitated training opportunities
- Managed partner-facing corporate communications
- Worked closely with partners to develop joint marketing plans
- Worked with team members, Strategic Pricing, and Legal to ensure that appropriate customer contracts are negotiated, implemented and administered; yielding applicable metrics and objectives.
Client Success Account Manager
AWAREPOINT
San Diego, CA
12.2009 - 01.2011
- Responsible for full post-sales account management including: advancing and managing the client relationship, generating outcome opportunities
- Strategically analyzed client’s objectives and operations to successfully drive ROI and satisfaction through use of Awarepoints technology solution resulting in 100% customer retention rate
- Presented hard and soft dollar ROI success month-over-month; formed client driven steering committees, executive briefs, client action plans, and gained client buy-in
- Conducted group and individual staff training and demonstrated the features and benefits of the solution
Client Account Manager
SAGE SOFTWARE
Irvine, CA
05.2009 - 11.2009
- Consultative based sales involving: maintenance and support, add-on modules, platform upgrades, migration services, education and/or cross business unit opportunities
- Maintained 100% revenue/lead quota
- Managed Sage business partners (VAR’s) to close business with existing clients, maximize revenue and well as proactively resolve customer satisfaction issues and escalations
Client Manager/Account Executive
LAWSON SOFTWARE
Irvine, CA
10.2006 - 12.2008
- Account ownership of approximately 140 customers with $7M annual quota in new license and services revenue
- Identified license and services leads within customer base to ensure attainment of annual quotas was achieved and/or exceeded
- Proactively identified and resolved client issues and escalations resulting in high customer satisfaction
- Developed strategic relationships and identified untapped sales opportunities for existing client base to grow revenue and services dollars
- Managed and lead regional customer user groups
Data Network Account Executive
AT&T
Dallas, TX
07.1998 - 10.2006
- Full cycle Telecom Sales leadership focused on delivering growth orders, revenue, and margin/cash collection for $40M annual spend
- Responsibilities include project management, strategic planning, presentations, contract negotiation, billing coordination and resolution, maintenance escalation, and building key relationships
- Consultative-based sales and service of Data, Voice, IP products/services to RBOCs, Wireless Providers
Education
MBA - Business Management
University of Dallas
Irving, TexasBS - Marketing/Spanish
Oklahoma State University
Stillwater, OklahomaExtended Studies - Spanish
University of St. Louis
Madrid, SpainCertification - Lean Six Sigma Yellow Belt
ASMI
Skills
- Customer Success Relationship Management
- Client Retention & Satisfaction Processes
- Client Operations, Growth & Profitability
- Best Practice Results & ROI Documentation
- Planning & Executing Shifting Strategies
- Negotiation and Persuasion
- On-Boarding and Training
- Solution selling
- Teamwork and Collaboration
- Consultative Selling Techniques
- Problem-solving abilities
Timeline
Sr Client Manager, National & Strategic Accounts
TELETRACKING TECHNOLOGIES
01.2023 - 11.2023
Director Health Systems, National & Strategic Accounts
TELETRACKING TECHNOLOGIES
01.2022 - 01.2023
Associate Director, Health Systems
TELETRACKING TECHNOLOGIES
06.2021 - 01.2022
Sr. Client Success Manager
TELETRACKING TECHNOLOGIES
05.2013 - 06.2021
Channel Partner Program Manager
INTELLEFLEX
04.2011 - 11.2013
Client Success Account Manager
AWAREPOINT
12.2009 - 01.2011
Client Account Manager
SAGE SOFTWARE
05.2009 - 11.2009
Client Manager/Account Executive
LAWSON SOFTWARE
10.2006 - 12.2008
Data Network Account Executive
AT&T
07.1998 - 10.2006
MBA - Business Management
University of Dallas
BS - Marketing/Spanish
Oklahoma State University
Extended Studies - Spanish
University of St. Louis
Certification - Lean Six Sigma Yellow Belt
ASMI
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