Robin Ragsdale
Enterprise Customer Success Manager
Denver,CO
Summary
Experienced customer advocate most recently driving Customer Success in the realm of PropTech. Demonstrated history of working in the technology and services industries. Skilled in customer advocacy, team management, process improvement, cross-channel partnership, SaaS, and strategic planning. Exceptionally dedicated professional with keen interpersonal and organizational skills.
Overview
11
11
years of professional experience
Work History
Enterprise Customer Success Manager
12twenty
09.2022 - Current
- Conducted user training sessions to support customer understanding and product feature utilization.
- Collaborated with sales and product teams to address customer success objectives.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Created success plans based on customer meetings to secure renewal retention.
Manager of Customer Success
Radius Agent
10.2020 - 06.2022
- Created and maintained new agent onboard process to prepare company for continued scaling and growth.
- Created customer success process to drive net promoter score and retention.
- Trained and onboarded newly hired Agent Success Managers
- Met cross-channel with department leaders to implement processes to improve upon company opportunities.
- Maintained low levels of churn and at-risk agents of brokerage by preemptively understanding patterns and needs of our agent base.
- Maintained customer retention of 98% or higher for all of 2021.
Customer Success Manager
Radius Agent
12.2019 - 10.2020
- Supported portfolio of agents with technology, platform management, and personal development.
- Leverage product knowledge to drive plan upgrades and product usage.
- Daily resolution of complex customer issues.
- Onboarded, educated, and supported newly joined agents of brokerage.
Owner
RMR Properties
06.2018 - 12.2019
- Managed day-to-day business operations.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Utilizing CRM to manage leads and follow up with sellers and buyers.
General Manager
Verizon Wireless
06.2016 - 06.2018
- Generate and drive high-performance results utilizing tools for employee development and strategic target setting.
- Supervise, guide, and motivate leadership and specialists in achieving Verizon Wireless’ standard of performance excellence.
- Enhance location performance by forecasting sales.
- Execute and provide ultimate guest experience by collaborating with solutions sales team to manage guest wait times, resolve guest issues, and assist with transactions as needed.
Education
Bachelor of Arts - Education
University of Wyoming
Laramie, WY05.2013
Skills
- SaaS Customer Relations
- Client Advocacy
- Coaching and Mentoring
- Onboarding
- Project Management
- Business Planning
- Negotiation
- Operations Management
- Recruitment
- Client Account Management
- Team Leadership
- Client Relationship Building
- Training and Development
Timeline
Enterprise Customer Success Manager
12twenty
09.2022 - Current
Manager of Customer Success
Radius Agent
10.2020 - 06.2022
Customer Success Manager
Radius Agent
12.2019 - 10.2020
Owner
RMR Properties
06.2018 - 12.2019
General Manager
Verizon Wireless
06.2016 - 06.2018
Bachelor of Arts - Education
University of Wyoming
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