Film
Ryan Harter
Customer Success Manager
Oklahoma City,OK
Summary
Sociable Customer Success Cartographer 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 and process improvements.
INTP, Enneagram 6w5
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work History
Customer Success Manager
Daily AI
Oklahoma City, OK
01.2022 - Current
- Key stakeholder for transitioning the $100,000 of MRR from Whiteboard CRM to Daily AI
- Monitored metrics (KPIs , CSAT) and developed actionable insights to improve adoption and expansion
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
Senior Customer Success Manager
Whiteboard CRM
Oklahoma City, OK
05.2021 - 01.2022
- Oversaw the successful company acquisition to Daily AI
- Helped to grow Whiteboard from 47K to over 100K in MRR in less than 2 years
- Hosted virtual meetings with clients ranging from formal program reviews to end-user platform training.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended products to customers, thoroughly explaining details.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
Customer Success Coach
Whiteboard CRM
11.2019 - 05.2021
- Developed an all encompassing knowledge on the mortgage industry and the Whiteboard CRM platform
- Handled customer relations from "cradle to grave" during the implementation and onboarding process
- Created customer support strategy to increase customer retention.
- Recommended changes, improvements or enhancements in products to product development team based on customer feedback.
Sales Representative
Love's Travel Stops
04.2019 - 11.2019
- Collected packets of legally binding contracts via DocuSign platform based on thorough discussion of different programs and services offered
- Met and exceeded monthly quotas for new accounts created and onboarded.
- Cold-called leads and closed large number of new sales over several months.
- Documented customer interactions using SalesForce to capture data in processing system.
Sales Representative
Whiteboard CRM
10.2018 - 03.2019
- Quickly became proficient in the details and operations of the products via fast paced self-training & personal study out of office
- Wrote engaging email content to (re)engage potential and past clients
- Worked efficaciously with little to no managerial oversight to meet monthly sales quotas
- Gained a complete understanding of the successful onboarding process to ensure the retention rate of new clients of 90%+
- Met frequently with technical, product management and service personnel to stay current on company offerings and business policies.
Senior Account Representative
A La Mode Inc.
Oklahoma City, OK
03.2017 - 07.2018
- Identified and qualified accounts to assess revenue potential.
- Utilized sales scripts and advanced closing skills to handle pre-screened inbound and outbound calls with potential customers.
- Met or exceeded sales quotas on consistent basis.
- Brought in more than $50,000 in new business in less than 12 months.
- Resurrected and monetized dormant leads to build book of business and increase revenues.
- Contacted customers to assess satisfaction and current needs.
Key Holder/ Assistant Manager
Vintage Stock
11.2014 - 02.2017
- Reordered inventory from vendors when thresholds were met
- Closed the store on a nightly basis, including end of day consolidation and bank deposit
- Responsible for training and onboarding of junior employees
- Kept high level overwatch on general operations of the store
- Facilitated customer experience by providing key levels of customer support
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
Education
No Degree - Psychology
Oklahoma City Community College
Oklahoma City, OKHigh School Diploma -
ASTEC Charter High School
Oklahoma City 08.2009 - 05.2013
Skills
SalesCustomer ServiceSales ProcessCRM
Client service optimization
Team Building
Lifecycle management
Consultative sales techniques
Microsoft Office Suite
Zapier
Jira / Atlassian
Interests
Craft Beer Apologist
Aspiring Audiophile
Paleontology
Chemistry
Timeline
Customer Success Manager
Daily AI
01.2022 - Current
Senior Customer Success Manager
Whiteboard CRM
05.2021 - 01.2022
Customer Success Coach
Whiteboard CRM
11.2019 - 05.2021
Sales Representative
Love's Travel Stops
04.2019 - 11.2019
Sales Representative
Whiteboard CRM
10.2018 - 03.2019
Senior Account Representative
A La Mode Inc.
03.2017 - 07.2018
Key Holder/ Assistant Manager
Vintage Stock
11.2014 - 02.2017
High School Diploma -
ASTEC Charter High School
08.2009 - 05.2013
No Degree - Psychology
Oklahoma City Community College