Randall Silas
American Fork
Summary
Customer Success and Implementation leader adept at aligning SaaS solutions with business objectives to drive measurable outcomes. Expertise in optimizing customer journeys and facilitating strategic consultations with executive stakeholders to enhance adoption and reduce churn. Consistently recognized for delivering satisfaction through strong collaboration and data-driven insights.
Overview
5
5
years of professional experience
Work History
Implementation Consultant
Awardco
Lindon
12.2024 - Current
- Lead strategic SaaS implementations for enterprise organizations, partnering with executive stakeholders to align platform capabilities with business objectives and drive measurable customer outcomes.
- Led end-to-end implementations for Global 2000 clients, facilitating discovery discussions to uncover business goals and align solutions to organizational priorities
- Consistently achieved top performance rankings based on Implementation Satisfaction (ISAT), driven by strong stakeholder alignment and measurable business impact
- Delivered executive-level enablement sessions, translating complex platform capabilities into actionable insights that informed adoption and long-term success
- Streamlined implementation by proactively identifying risks and improving cross-functional coordination
- Identified patterns in client feedback and onboarding challenges, collaborating with Product and Engineering teams to enhance features and elevate user experience
- Facilitated training sessions for clients on platform features and best practices to drive effective adoption.
- Collaborated with cross-functional teams to optimize user experience and support.
Strategic Client Success Manager / Implementation Manager
Pattern
Lehi
01.2022 - 12.2024
- Led onboarding and implementation initiatives for enterprise clients, aligning platform functionality with business goals and customer success metrics
- Increased onboarding completion rates by 20% by identifying friction points in the customer journey and implementing scalable process improvements
- Managed enterprise client relationships post-sale, driving onboarding and adoption to realize long-term value through strategic consultation and data-driven engagement.
- Facilitated recurring strategy sessions with stakeholders to evaluate performance, uncover opportunities, and improve overall product utilization
- Reduced project timelines by 15% through cross-functional collaboration and improved operational alignment with technical teams
- Streamlined internal workflows and reduced escalation times by 30% by identifying inefficiencies and implementing process optimizations
- Collaborated with cross-functional teams to proactively address client needs and enhance overall satisfaction.
- Leveraged tools such as Tableau and Salesforce to analyze customer data, identify trends, and guide strategic recommendations
- Developed comprehensive training materials to empower clients in maximizing product usage and understanding.
Client Success Manager / Retention Manager
Podium
Lehi
01.2021 - 01.2022
- Reduced churn by 10% through proactive analysis of customer health indicators and personalized engagement aligned to client goals
- Increased product adoption by 25% by leading onboarding initiatives and delivering targeted training based on customer use cases
- Drove customer retention and product adoption by proactively analyzing client needs and delivering tailored engagement strategies.
- Cultivated strong client relationships through consistent communication, identifying customer challenges and aligning solutions with their business outcomes
- Acted as a trusted advisor to clients, enabling them to maximize ROI and achieve long-term value from the platform.
Education
Bachelor of Science - Business Management / Administration
Brigham Young University–Idaho
Rexburg, ID12-2020
Skills
- SaaS implementation
- SaaS Implementation Strategy
- Client onboarding
- Customer Journey Optimization
- Customer retention
- Data-driven decisions
- Stakeholder consulting
- Stakeholder engagement
- Cross-Functional Leadership
- Project management
- Project Management: Asana
- Project Management: Jira
- Project Management: ClickUp
- Process optimization
- Process scalability
- Strategic planning
- Business Outcome Alignment
- Domain Expertise: SaaS
- B2B architecture
- API integrations
- CRM & Tools: Salesforce
- CRM & Tools: HubSpot
- Change management
- Executive communication
- Relationship management
Additional Leadership Experience
- Solutionreach, Team Lead, Led a technical team supporting SaaS client solutions, improving cross-functional collaboration and team performance.
- Best Buy, Connection Team Lead, Managed team performance and customer lifecycle engagement in a high-volume retail environment.
- Target, Flow Team Leader, Oversaw logistics operations and team execution in a fast-paced environment.
Technical And Domain Expertise
Tableau, MySQL, Salesforce, HubSpot, Zapier, Asana, Jira, Confluence, ClickUp, SaaS, B2B Architecture, API Integrations, Change Management
Timeline
Implementation Consultant
Awardco
12.2024 - Current
Strategic Client Success Manager / Implementation Manager
Pattern
01.2022 - 12.2024
Client Success Manager / Retention Manager
Podium
01.2021 - 01.2022
Bachelor of Science - Business Management / Administration
Brigham Young University–Idaho