Rickey W Bryant Jr
Customer Success Manager
Buffalo,NY
Summary
CUSTOMER SUCCESS MANAGER Customer Relationship Management | Operations Management | Performance Management Results-driven, self-motivated, and adaptable Customer Success Manager with over 15 years of experience resolving customer complaints, account hypergrowth, creating company workflows and managing teams of up to 10 junior level staff. Expertise in technology, finance, and mortgage industries. Possess strong interpersonal, superb communication skills, excellent problem-solving skills, and a significant ability to lead and manage a team of people. Focused on building fantastic customer relationships, working to identify their needs, quickly resolve issues, and making sure business needs are exceeded. Sociable Customer Success Manager versed in applying conflict resolution strategies to escalated customer complaints. Helpful team leader passionate about training others in customer satisfaction. Noted for creativity in customer support strategies.
Overview
13
13
years of professional experience
Work History
Sr. Customer Success Manager
SQUIRE
Buffalo, NY
09.2021 - Current
- World’s leading and fastest-growing software technology platform for barbershops, a hundred-billion dollar global industry
- Mid-Market
- Grew US Mid-Market Portfolio totaling 374 locations and forecasted ARR of 4.5 million USD
- Engage in churn mitigation across account base, using data insights to inform strategic action to protect and cultivate customer health and stickiness
- Led to 0% Churn in Q3 2022
- Largest ARPU growth among CSM team in Q3 2022
- Collaborated with VP and C-Level Executives internally to create new revenue share program for top 10 MM clients (clients with at least 205,000.00 forecasted ARR)
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Sr. Region Manager
Solidifi
Buffalo, NY
02.2016 - 09.2018
- The largest independent provider of residential real estate appraisals in North America
- Currently servicing all top 5 US lenders as well as 80% of the top 100 lenders in the U.S
- Manager/Team Lead
- Oversee recruitment, on-boarding and agent management of the independent appraiser network for largest footprint of any other Region Manager
- Kept records of customer interactions, processed customer accounts and filed documents
- Executed appraiser turn time and initiative to reduce order completion time by 1 full day and positively impact cost to serve
- Consistently exceeded SLA performance among managed regions (NC, SC, and TN) which resulted in $1.3M in Revenue and ~7% market share increase across region
- Consistently maintained a 90% + approval rating among appraisers (Per weekly appraiser feedback system)
- Tracked KPIs against benchmarking, market trends and competitor activities to develop strategic improvement plans.
Sales Development Representative
Employii
Buffalo, NY
03.2015 - 03.2016
- Forward-thinking Payroll+, Software Company with industry leading reporting system
- Lead Generation and Sales Development Rep
- Implemented lead qualification and scoring process that improved call to demo conversion by 20%
- Created outbound lead generation and e-mail marketing campaigns that increased positive response rate from 4% to 11%% and open rate from 22% to 48%
- Leveraged sales and marketing tools to maintain critical prospect date which resulted in the Employii Strategic Partnership Program
- Partnered with Content Marketing Manager to update e-marketing marketing process which resulted in a 30% increase in new business and new users by 120
- Built and managed accurate sales pipeline to maintain high volume of activity.
Account Manager
Solidifi
Buffalo, NY
04.2014 - 03.2015
- The 2nd largest independent fin-tech provider of residential real estate appraisals in North America partnering with 75% of the top 100 lenders in the U.S and generating over $200M+ in annual revenue
- Implemented client hold process that resulted in a 1 day reduction in appraisal turnaround time and 1 daily work hour reduction in internal processing
- Collaborated with IT department to reduce onboarding process for new Account Specialists by .5 business days
- Managed and exceeded service level agreement requirements for 5 top 100 lenders and mortgage broker companies- 12 companies in total
- Created and managed company wide daily order forecast and budget reports for Operations Manager and executive team which assisted with new hire volume.
Sr. Account Manager
InLighten
Clarence Center, NY
04.2010 - 11.2013
- Leading provider for digital media software and signage for financial, retail, and educational industries.New hardware quota at 180% ($275,000 quota) 2011
- New hardware quota at 325% ($300,00 quota ) 2012
- Implemented at-risk client program which secured service contract extensions for over 240 sites totaling $2.2M in revenue
- Closed introductory deal for new proprietary software created for military industries which resulted in 38 global site rollout and secured $578,000 in revenue (May 2012)
- Delivered sales presentations and pitches to clients, upper management and junior sales associates for demonstration.
- Company recipient of Silver Master Circle Award (top 20% of sales force) (April 2012)
- Company’s first and only recipient of Platinum Master Circle Award in 30 year history (April 2013)
- Created training program for lower-level employees to increase sales and customer satisfaction.
Leasing/Mortgage Consultant II/ Mortgage Supervisor
Fiserv Lending Solutions
Buffalo, NY.
05.2007 - 04.2011
- Leading global technology provider serving the financial services industry
- Current Fortune 1000 Company
- Provided daily coaching and training for team members on various sales and service tools
- Presented call quality and sale results to senior management staff
- Created streamlined customer service call flow to reduced customer escalations by 15% which resulted in client contract extension
- Managed consultant training system and database that reduced new hire training period by one week
- Led Lease Maturity B2B department in sales of non-equity vehicles and return of equitable vehicles for record four consecutive months ( 10 months total)
- Marketed diverse properties to prospective clients and consistently exceeded target closing rates.
Education
Bachelor of Science - Business Administration
SUNY Buffalo State College
Skills
Customer Retentionundefined
Timeline
Sr. Customer Success Manager
SQUIRE
09.2021 - Current
Sr. Region Manager
Solidifi
02.2016 - 09.2018
Sales Development Representative
Employii
03.2015 - 03.2016
Account Manager
Solidifi
04.2014 - 03.2015
Sr. Account Manager
InLighten
04.2010 - 11.2013
Leasing/Mortgage Consultant II/ Mortgage Supervisor
Fiserv Lending Solutions
05.2007 - 04.2011
Bachelor of Science - Business Administration
SUNY Buffalo State College