Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Languages
References
Timeline
Generic
Ryan Harris

Ryan Harris

Richmond,TX

Summary

Customer Success Manager and IT Professional. Flexible and adaptable professional known for thriving under pressure. Exceptional communication and interpersonal skills; known for building and maintaining positive working relationships with customers, co-workers, and management. Dependable and helpful employee with a strong work ethic. Committed to providing excellent service. Diligent, respectful and motivated individual.

Overview

10
10

Years of professional experience

4
4

IT/Microsoft certifications

Work History

Customer Success Manager

Meriplex
Houston, TX
03.2024 - Current
  • Managed crisis situations, ensuring minimal impact on customer satisfaction and loyalty.
  • Led cross-functional initiatives to streamline processes and enhance customer experience.
  • Analyzed customer data to identify trends and inform business decisions.
  • Drove customer escalations to resolution by engaging directly with clients.
  • Proposed or executed modifications to project plans.
  • Coached team members on best practices for delivering exceptional customer experiences.

Customer Success Manager

Hoxhunt
Helsinki, Finland / Richmond, Texas
08.2022 - 04.2023
  • Managed a book of 20+ U.S. based and international organizations of 100-10,000+ employees.
  • Collaborated and integrated with all company teams to ensure customer requirements were met.
  • Used product knowledge and internal teams' expertise to address high level customer inquiries.
  • Served as an escalation point and customer advocate for issues that impacted clients' productivity and satisfaction.
  • Guided customers through upgrades, new releases and significant service milestones.

VMware & IT Security Overlay

SHI
Austin, Texas
03.2021 - 04.2022
  • Collaborated with sales and engineering peers, throughout strategic exercises meant to drive value, expand solution adoption and recommend best practices to optimize customer experience.
  • Coordinated training programs and exercises, which enabled sales teams to further the strategic partnership goals of SHI, VMware and other cyber security organizations.
  • Performed SWOT Analyses and Gap Assessments for customers' IT security landscapes.
  • Trained and/or involved with many vendor partners, including, but not limited to, VMware, Microsoft, Crowdstrike, SentinelOne, Zscaler, Sophos, McAfee, Trend Micro, Fortinet, Symantec, Palo Alto Networks, Tanium, Arctic Wolf, Rapid7, Tenable, Splunk, LogRhythm, Proofpoint, Okta, PingIdentity, BeyondTrust, and Akamai.

Microsoft Customer Success Manager

SHI
Austin, Texas
10.2019 - 03.2021
  • Collaboratively managed a book a business of 69 ongoing Enterprise Microsoft customers(20,000 end-users or less).
  • Drove customer escalations to resolution by engaging directly with clients.
  • Facilitated contractual obligations for acquisitions, mergers and reorganizations.
  • Maintained accurate records of all customer renewals and expirations.
  • Trained employees by providing accurate and timely consultation, as well as resources for their ongoing education.

Microsoft Solutions Specialist

SHI
Austin, Texas
10.2018 - 10.2019
  • Promoted into a specialized Microsoft sales support and acquisition role.
  • Achieved 20 net new logos within the first year, while supporting 300+ current customers and their 80+ SHI account executives.
  • Facilitated contractual processes of Microsoft license customizations.
  • Reduced sales completion time by combining and employing diverse proficiencies and expert consultants.
  • Documented customer interactions, outcomes, and feedback for future reference.

Account Executive

SHI
Austin, TX
01.2017 - 10.2018
  • Managed dynamic relationships between 30+ customers, SHI resources and vendor/manufacture partners.
  • Developed sales pipeline by cold-calling, canvassing, obtaining referrals and using my personal business network.
  • Acquired multiple net new businesses of 200-10,000 employees in size.
  • Accomplished at integrating the needs of customers with optimal and relevant services.
  • Consistently exceeded monthly profit quotas and operating metrics.
  • Revitalized business relationships with past customers.

Veterinary Technician

Hill Country Animal Hospital
Austin, Texas
06.2016 - 12.2016
  • Gathered pertinent information necessary for veterinarians to establish a course of treatment and to maintain medical charts.
  • Listened to clients' questions and concerns regarding pets, provided education and delivered timely information on treatment procedures.
  • Assisted in emergency procedures and client/patient house calls.

IT Consultant

Compliance Advisory Services, LLC
Austin, TX
12.2014 - 05.2016
  • Identified IT & compliance related deficiencies.
  • Conducted manual and automated vulnerability assessments using industry standard tools such as NessusNmaptasploit, & Nmap.
  • Compiled detailed reports of results, including remediation recommendations and risk mitigation strategies.
  • Presented findings and recommendations to executive leadership.

Education

Bachelor of Business Administration -

St. Edward's University
Austin, TX
01.2016

Skills

  • Business Development
  • Strategic Communications
  • Customer Account Management
  • Strategic Planning
  • Team Playbook Creation
  • Operational Visibility
  • CRM Software
  • Schedule Management
  • Customer Relationship Building
  • Pipeline Development
  • Training and Mentoring
  • Risk Management
  • Document Review
  • Compliance Reviews

Certification

CompTIA A+, Network+, Security+

Microsoft: MIcrosoft Certified Professional

Affiliations

  • Planning and attending yearly LAN conferences
  • Planning and attending yearly camping excursions with friends and coworker-turned-friends.
  • Avid fiction reader.
  • Personal computer assembly, troubleshooting and customization, while also unceremoniously teaching computer technology and skills to family, friends and coworkers.

Languages

Spanish
Limited
Japanese
Elementary

References

References available upon request.

Timeline

Customer Success Manager

Meriplex
03.2024 - Current

Customer Success Manager

Hoxhunt
08.2022 - 04.2023

VMware & IT Security Overlay

SHI
03.2021 - 04.2022

Microsoft Customer Success Manager

SHI
10.2019 - 03.2021

Microsoft Solutions Specialist

SHI
10.2018 - 10.2019

Account Executive

SHI
01.2017 - 10.2018

Veterinary Technician

Hill Country Animal Hospital
06.2016 - 12.2016

IT Consultant

Compliance Advisory Services, LLC
12.2014 - 05.2016

Bachelor of Business Administration -

St. Edward's University

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Ryan Harris