Richard Gordon
Payson,Utah
Summary
Enterprise Customer Success Manager with extensive experience in client relationship management and product implementation. Successfully led consulting initiatives that enhanced product adoption and drove ROI for clients, overseeing a portfolio of 25-30 customer accounts. Collaborated with cross-functional teams to optimize service quality and proposed actionable strategies to senior leadership, resulting in improved company goal attainment. Demonstrated ability to increase client product adoption through effective training and support, significantly enhancing operational efficiency for clients.
Overview
17
17
years of professional experience
1
1
Certification
Work History
OnlyWash LLC
Payson, UT
03.2025 - Current
- OnlyWash LLC is an exterior home, car, and window washing company; the highest level of service is what we strive for in all our jobs.
Regular Rural Carrier
USPS
Pleasant Grove, UT
01.2016 - Current
- Deliver mail and parcels efficiently, while maintaining high service standards on the assigned route.
- Trained new employees to ensure adherence to operational procedures and quality expectations.
Field Sales Representative EAS - 17
USPS
Salt Lake City, Utah
02.2020 - 07.2020
- Collaborated with team members to strategize on complex projects and determine optimal solutions.
- Generated $481,000 in new Postal Service revenue as Field Sales Representative EAS - 17 in Salt Lake City, Utah.
- Achieved significant sales growth with minimal supervision during Covid-19 pandemic.
- Identified potential savings of $209,000 annually for client by recommending product switch from UPS.
- Facilitated client’s successful transition, enabling pricing restructuring and increased customer acquisition.
- Shifted the client shipping strategy from 30% USPS and 70% UPS to 85% USPS, resulting in enhanced operational efficiency and cost savings for the client.
Account Manager
LDS Employment Services
Springville, UT
01.2015 - 01.2016
- Collaborated with local businesses to fill job openings effectively.
- Cultivated and maintained relationships through daily interactions and Chamber of Commerce activities.
- Managed office operations as needed, assisting patrons and volunteers with inquiries and technical issues.
Customer Success Manager
Entrata
Lehi, UT
01.2011 - 01.2015
- Led consulting initiatives on product implementation and adoption, driving ROI for clients.
- Functioned as primary advocate for clients, focusing on revenue enhancement through new products.
- Collaborated with stakeholders to optimize product offerings and service quality.
- Facilitated world-class support by acting as escalation point for client issues.
- Proposed actionable strategies to the President and Co-Founder for improved company goal attainment. Implemented strategies company-wide as a result.
- Created a cross-departmental task force to enhance focus on company goals and objectives.
- Oversaw 25-30 customer accounts, elevating ACV beyond $5,000,000.
- Increased client product adoption by thirty to seventy-five percent through effective training.
Account Manager
Logoworks by HP
American Fork, UT
01.2008 - 01.2011
- Reduced internal labor costs through expedited project completion strategies.
- Consulted with thousands of business owners to enhance branding and marketability.
- Identified process improvements that shortened deliverable timelines for customers.
- Implemented procedural changes with management support, increasing customer satisfaction scores from 8.2 to 9.0.
- Guided business owners in successful design projects by collaborating across departments and resolving issues promptly.
- Trained and mentored new department employees to ensure operational effectiveness.
Education
Bachelor of Science - Business Management
Utah Valley University
Orem, Utah01.2008
Masters of Science - Organizational Leadership
Southern New Hampshire University
Skills
- Customer relationship management
- Problem-solving
- Cross-departmental collaboration
- Process improvement
- Training and mentoring
- Sales strategies
- Dispute resolution
- Change management
- Account and project management
- Data analysis
- Product implementation
- Customer support services
- Operational enhancements
- Quality control
- Product management
- Team collaboration
Certification
Project Management Professional (PMP), Expired
Timeline
OnlyWash LLC
03.2025 - Current
Field Sales Representative EAS - 17
USPS
02.2020 - 07.2020
Regular Rural Carrier
USPS
01.2016 - Current
Account Manager
LDS Employment Services
01.2015 - 01.2016
Customer Success Manager
Entrata
01.2011 - 01.2015
Account Manager
Logoworks by HP
01.2008 - 01.2011
Bachelor of Science - Business Management
Utah Valley University
Masters of Science - Organizational Leadership
Southern New Hampshire University
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