Paul Ryder
Cumberland,ME
Summary
Customer focused professional with extensive experience in many client facing industries. Smoothly direct employees carrying out support and customer service operations to achieve demanding production goals, schedules and budget targets. Driven leader with excellent analytical, decision-making and project management abilities. Maintain employee focus and achieve quality targets with hands-on supervision.
Overview
20
20
years of professional experience
Work History
Technical Support Section Manager - Kepware
PTC, Inc
Portland, Maine
01.2020 - Current
- Managed and collaborated a team of ten technical engineers, located both in the US and globally, who handled a workload of 100 cases per week, for our Enterprise and Manufacturing customers.
- Built a strong and inclusive team of support engineers, through daily coaching, feedback, and goal setting.
- Supported each team member to manage the team and their individual workloads, including reviewing work capacity, individual and team queues, community support and Knowledge article creation.
- Led daily stand-ups with the team, to discuss workloads, solutions for open cases, prioritize issues, and solicit feedback on team processes and client support improvements.
- Daily monitoring of our case queue for stagnant cases, gold glove cases, and escalated cases, while working to move Kepware support into greater alignment with other PTC products.
- Review group activities with Technical Support management to identify areas for skill and process improvement and communicate actions back to the team
- Focus on customer satisfaction through reviewing survey results, engaging on client and internal teams requests on support issues, and being the voice of Kepware support in client escalations and meetings.
- Improvements in the Kepware support model, including integrating Technical Support Representatives to field calls rather than support engineers, positively impacting support capacity and response.
- KCS (Knowledge Centered Service) Deputy for the North American IoT team, soliciting feedback on knowledge article creation, performance across all engineers in the North American region in the IoT segment.
- Mentored junior employees for career growth, building a strong talent pipeline for the organization.
- Conducted performance reviews to identify employee strengths and encourage professional development opportunities
- Established key performance metrics to track progress toward organizational objectives, driving continuous improvement efforts
Account Manager – Customer Success
Systems Engineering
Portland, ME
02.2015 - 01.2020
- Trusted advisor to over 35 companies in all verticals, from 5 to over 200 employees.
- Over a 1.25 million dollars per annum in solution sales.
- Collaborated with engineering to design solutions to best support each client. And engaged at every point of the process, from Sales, Project design, to implementation and completion. Ensuring the clients expectations were exceeded.
- Represented Systems Engineering as an employee owner, while supporting the company goals, in my role of trusted advisor.
- Collaborated with internal teams, including Inside Sales, Business Development, Project Management, Project Management and Customer Service in support of all clients.
- Worked with clients on multiyear budgets and I.T road maps
- Continually learn new technologies, as well as the different verticals of each client, to help support clients with the best and most current solutions to meet their business needs through strong and consistent communication.
- Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
Inside Sales
Systems Engineering
Portland, ME
02.2013 - 02.2015
- Supported hundreds of clients with product quotes, sales, and post sales follow-up.
- Worked with Account Managers to provide license and renewal quotes for software, hardware, and licensing.
- Monitor and update the client renewal database to ensure their networks remain licensed, protected, and up to date.
- Customer service and contact daily with our hundreds of clients.
- Ability to converse with current and prospective clients on the services we provide for Managed Services, from engineers to Senior Leadership.
- Worked within a high volume and dynamic environment to provide solutions for each unique client, in multiple verticals.
Account Manager
Portland Computer Copy
Portland, ME
06.2011 - 02.2013
- Led the team that recorded the highest sales month in PCCI’s ten year history.
- Helped evaluate and implement remote management software, which enabled tech support to move into the remote support, managed services industry.
- Responsible for moving existing break/fix and onsite maintenance customers to our remote services plan
- Responsible for providing excellent customer service to current customers, while constantly looking to grow the portfolio of new clients.
- Suggested upgrades to hardware, software and network components to clients, via annual road maps and planning. This included quotes, sales, project management and high touch contact after the fact.
- Managed technical staff to schedule service, and provide excellent customer service to existing customers.
- Implemented a stronger focus on customer service, through a better understanding of each client, and followup on each interaction with the company involving technical support.
- Developed customized account plans for clients to help them achieve their business goals.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
Operations Supervisor
Associated Grocers of Maine
Augusta, ME
06.2010 - 06.2011
- Responsible for managing a staff of union employees in a distribution center, while ensuring high end customer service
- Manage the shipping shift supporting over 250 stores in the State of Maine, and Southern New Hampshire
- Ensure high end customer service to all our clients, monitoring staff to ensure orders are shipped complete and on time on a daily basis
- Ensuring profitability within the distribution center by monitoring hourly staff, making adjustments on a by the hour basis to ensure productivity and a safe work environment.
- Ensure the safe and thorough loading of all trailers for the shift, while handling any staffing issues, and monitoring the equipment until deployment.
- Maintain a safe work environment by monitoring staff, in an OSHA compliant environment.
- Monitor product for quality and quantity, ensuring customer satisfaction.
- Direct input on staffing levels, employee discipline, and scheduling.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Developed strong relationships with key customers to better understand their requirements and tailor services accordingly.
- Directed associate warehouse teams to process inbound and outbound shipments with speed and accuracy
Customer Service Manager
Burgess Computers
Bath, ME
06.2004 - 01.2010
- Customer Service Manager for a 25-employee company
- Supported Managed Services clients, to SLA and SLT standards, while providing hands on customer service.
- Managed support requests daily via phone support, email monitoring, and personal interaction.
- Responsible for providing sales quotations as requested.
- reviewed and monitored all billing of the service department, for networking, support, and managed services.
- Responsible for the daily, weekly, and monthly scheduling of nine, computer, network, and phone system technicians
- Worked to proactively bring in new business, specifically for our Managed services business.
- Actively followed up with technicians to ensure strong customer feedback and satisfaction on each support case.
- Defined clear targets and objectives and communicated to other team members.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Actively recruited employees, trained them, and retained them.
Education
Bachelor of Occupational Science in Culinary Arts and Food Service Management -
Johnson And Wales University
Providence, RISkills
Strategic thinker
Professionalism
Customer service
Client/Vendor relations
Budgeting, roadmap planning
Solution development
Sales
Flexibility
Strategic thinker
Timeline
Technical Support Section Manager - Kepware
PTC, Inc
01.2020 - Current
Account Manager – Customer Success
Systems Engineering
02.2015 - 01.2020
Inside Sales
Systems Engineering
02.2013 - 02.2015
Account Manager
Portland Computer Copy
06.2011 - 02.2013
Operations Supervisor
Associated Grocers of Maine
06.2010 - 06.2011
Customer Service Manager
Burgess Computers
06.2004 - 01.2010
Bachelor of Occupational Science in Culinary Arts and Food Service Management -
Johnson And Wales University