Ron Morgan
Fort Thomas,KY
Additional Information
- 4+ years of experience as a Customer Success Manager, successfully managing a portfolio of accounts ranging from SMB to Enterprise. (Carnival Corp., Wynn Resorts, Pilot Flying J, Skinny Mixes, Touch Up Cup, etc.)
- Successfully owned full customer lifecycle phases including Onboarding, Implementation, Adoption, Renewal, and Expansion/Advocacy
- Proven track record of achieving and exceeding revenue targets through upselling and cross-selling initiatives.
- Strong understanding of SaaS products and technologies, with the ability to effectively communicate technical concepts to non-technical audiences.
- Exceptional problem-solving and conflict resolution skills, with the ability to anticipate and address customer needs and concerns.
- Excellent communication and presentation skills from Operational to Executive levels, both written and verbal.
- Proficient in various CRM software and customer success tools. (Salesforce, HubSpot, Gainsight, Onspring, Trello, etc.)
- Proficient in various ticketing systems performing Incident Management, Change Management, Dashboarding, and Sprint/work effort planning. (ServiceNow, Jira, Zendesk, etc.)
Overview
9
9
years of professional experience
Work History
Customer Success Manager
Accesso
01.2022 - Current
- Cultivates strong client relationships across account portfolio of $10M+ ARR, leading all engagement phases from first-touch and sales presentations, to continued outreach and support
- Develops comprehensive customer success plans, tailored to individual client needs and desired business outcomes.
- Generates market research to identify business trends, provide business updates to existing clients, and incorporates customer feedback into tailored customer success roadmaps.
- Collaborates with cross-functional teams to shape business outcomes, mitigate potential issues before they arise, and drive projects / action items to achieve organizational goals.
- Swiftly addresses day to day customer issues / concerns, exhibiting exceptional problem-solving agility and a sense of urgency that contributes to positive service experience.
- Conducts Quarterly Business Reviews (QBR’s) to foster/facilitate alignment on customer goals with Accesso products and services.
- Achieved stretch goal of 10% ARR growth and 8.9 NPS score across strategic account base (vs. 8.2 goal).
Client Success/Implementation Manager
Product Fulfillment Solutions
06.2020 - 01.2022
- Developed and implemented comprehensive client onboarding program, resulting in swift and seamless integration into product offerings.
- Collaborated with cross-functional teams to enhance onboarding documentation and communication, ensuring clear and smooth onboarding experience for customers.
- Conducted personalized onboarding sessions, providing customers with in-depth product knowledge and fostering positive strong relationships from outset.
- Consulted with clients to identify key needs and challenges, shaping tailored technical strategies to deliver on performance and profitability targets using our product offerings.
- Developed and implemented personalized customer success plans, driving product adoption and maximizing value for customers.
- Conducted regular check-ins with customers, proactively addressing concerns and ensuring ongoing satisfaction with products and services.
Senior Business Support Associate
NTT Data
02.2020 - 06.2020
- Synthesized business intelligence data to produce reports and polished presentations highlighting findings and recommending changes.
- Worked effectively with cross-functional design teams to create software solutions that elevated client side experience and significantly improved overall functionality and performance.
- Interfaced with cross-functional team of business analysts, developers, and technical support professionals to generate detailed lists of requirement specifications for new applications and solutions.
- Worked closely with software development team members to design and develop robust IT solutions to meet client requirements for functionality, scalability and performance.
PC Acquisition Manager
Pomeroy
Cincinnati, OH
06.2015 - 02.2020
Education
Bachelor of Arts - Business Administration
University of Cincinnati
Cincinnati, OH2016
Skills
- Customer relationship management
- Account management
- Upselling and cross-selling
- Problem-solving
- Communication
- Technical knowledge
- Conflict resolution
- CRM software proficiency
- Presentation skills
- Team collaboration
Timeline
Customer Success Manager
Accesso
01.2022 - Current
Client Success/Implementation Manager
Product Fulfillment Solutions
06.2020 - 01.2022
Senior Business Support Associate
NTT Data
02.2020 - 06.2020
PC Acquisition Manager
Pomeroy
06.2015 - 02.2020
Bachelor of Arts - Business Administration
University of Cincinnati
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