Ryan Hays
Nashville,TN
Summary
Dynamic Customer Success & Employee Development Professional with a proven track record at Verizon, driving a 20% increase in program participation through innovative development initiatives. Expert in stakeholder management and data analytics, I excel in enhancing customer experiences and generating new revenue opportunities while fostering strong relationships across cross-functional teams.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Success & Employee Development Professional
Verizon
Nashville, USA
02.2024 - 12.2025
- Provided executive-level collaboration and guidance to reduce organizational churn and enhance employee career growth opportunities
- Transformed and created career ladder mobility within Fortune 50 company, reducing churn and enabling upward mobility
- Designed and executed customer-centric development programs including job shadowing and leadership mentoring initiatives, driving engagement across 3,000+ participants and achieving 20% increase in employee development and program participation
- Managed stakeholder relationships with senior management and executive leadership, conducting monthly business reviews and delivering strategic presentations that aligned with corporate objectives
- Created communication strategies and awareness campaigns, achieving 20% increase in program adoption and strengthening internal customer relationships
- Owned development, engagement, and enhancement of digital employee engagement platforms
- Delivered weekly communications across global customer operations (GCO) and hosted all-hands calls to foster a culture of continuous improvement
Program Manager - Revenue & Customer Experience
Verizon
Nashville, USA
06.2020 - 02.2024
- Designed and launched revenue partnership enabling crossfunctional teams to identify net-new revenue and expansion opportunities
- Evaluated customer health metrics and revenue potential for wireline customer base (~12K customers) and strategized most efficient customer support model to proactively address adoption barriers
- Generated 2,000+ new leads garnering approximately $20M in revenue opportunity value and secured $5M+ in booked revenue
- Facilitated program adoption with 3rd party vendors and wireline sales division to enhance revenue attainment through strategic program management
- Collaborated with cross-functional teams to optimize customer journey and reduce time-to-value for new product implementations
- Delivered executive and training materials to approximately 1,600 employees
- Managed end-to-end customer feedback process, collecting and tracking product pain points to improve customer experience and inform product enhancements
- Evaluated 300+ new products for wireline, owned product approval operational readiness sign-off for new products, data migration, and product decommissions, including large-scale multi-carrier TDM decommission enabling millions in company cost reduction
- Conducted evaluation of product submissions, cost-benefit analysis, direct communication, and established prioritization with $5M budget
- Led weekly stakeholder meetings with technical teams and leadership to prioritize system enhancements and track resolution from funding approval through implementation
- Partnered with system developers and engineering teams to translate customer requirements into technical solutions, updating M&P documentation and improving process steps to reduce delivery time
- Executed 35+ internal customer campaigns to drive revenue growth, enhance system end-user experience, and strengthen customer relationships through proactive engagement
- Collaborated with development teams to enhance platform user experience and streamline customer workflows
- Created comprehensive communication strategies ensuring consistent messaging and high customer engagement to 1,600+ employees
Customer Success Manager & Data Analyst
Verizon
Nashville, USA
07.2013 - 06.2020
- Managed full customer lifecycle for portfolio of 200+ enterprise customers generating $30K+ MRC, achieving 95%+ retention rate and driving account expansion
- Acted as trusted advisor for high-value accounts, conducting regular business reviews to enhance customer satisfaction and support long-term success
- Identified and executed upsell and cross-sell opportunities through proactive service reviews, increasing account MRC and customer lifetime value by 25%
- Led complex customer upgrade and migration projects, coordinating cross-functional technical teams to ensure seamless delivery with zero customer churn
- Orchestrated technical change order implementations, managing timelines and resources to ensure on-time, successful deployments while maintaining clear stakeholder communications
- Developed customer success plans and adoption strategies to accelerate time-to-value and drive product utilization
- Analyzed customer health metrics and historical performance data to proactively identify at-risk accounts and implement retention strategies, ensuring 100% KPI achievement
- Prepared and delivered comprehensive weekly performance reports and executive dashboards for Director-level leadership, providing data-driven insights for strategic decision-making
- Tracked and reported customer success metrics, including adoption rates and satisfaction scores, to inform renewal forecasts and drive strategic initiatives
Education
GED -
La Vergne High School
La Vergne10-2000
Skills
- Customer Lifecycle Management
- Executive Business Reviews (EBRs)
- Net New Revenue Generation
- Onboarding & Adoption
- Renewal & Retention Strategies
- Customer Health Monitoring
- Stakeholder Management
- Contact Center Operations
- CX Transformation
- Digital Transformation Programs
- Cloud and Data Migration Leadership
- Digital Enablement
- User Experience Optimization
- Data Analytics & KPI Tracking
- Process Improvement
- Project Management (Agile & Scrum)
- CRM Systems
- Presentation Design
- Agile Project Management
- Lean Six Sigma
- ITIL Service Management
- Customer Success Best Practices
Certification
- Verizon Lean Six Sigma: Green Belt - Process Improvement & Optimization
- ITIL 4 Foundation - IT Service Management & Best Practices
Accomplishments
- Generated $20M in revenue opportunity value and secured $5M+ in booked revenue through strategic lead generation program.
- Delivered $1M-$4M in annual customer-generated net-new revenue while leading digital transformation programs valued at $1M-$3M.
- Maintained 95%+ customer retention rate while managing portfolio of 200+ enterprise accounts worth $30K+ MRC.
- Increased account revenue by 25% through strategic upsell and cross-sell initiatives.
- Achieved 20% increase in program adoption, exceeding 10% target through targeted communication and engagement strategies.
- Successfully led complex technical implementations and migrations with zero customer churn.
- Drove engagement across 3,000+ participants in employee development programs with 20% increase in participation.
- Evaluated 300+ new products and managed $5M budget for product prioritization and system improvements.
Personal Information
Title: Customer Success Manager | CX Technology & Program Management
Core Competencies
Customer Lifecycle Management, Executive Business Reviews (EBRs), Net New Revenue Generation, Onboarding & Adoption, Renewal & Retention Strategies, Customer Health Monitoring, Stakeholder Management, Contact Center Operations, CX Transformation, Digital Transformation Programs, Cloud and Data Migration Leadership, Digital Enablement, User Experience Optimization, Data Analytics & KPI Tracking, Process Improvement, Project Management (Agile & Scrum), CRM Systems, Presentation Design, Agile Project Management, Lean Six Sigma, ITIL Service Management, Customer Success Best Practices
Timeline
Customer Success & Employee Development Professional
Verizon
02.2024 - 12.2025
Program Manager - Revenue & Customer Experience
Verizon
06.2020 - 02.2024
Customer Success Manager & Data Analyst
Verizon
07.2013 - 06.2020
GED -
La Vergne High School