RYAN JACOBSON
South Jordan,UT
Summary
Experienced Customer Success Manager, passionate about building relationships of trust, focused on value realization. Strong analytical, communication, and teamwork skills, with a proven ability to quickly adapt to new environments. Seeking a role within an organization that inspires a workplace culture that will enable me to showcase my experience related to customer expectation management, leadership skills, strategic consulting, customer support and team collaboration. Brings positive attitude and commitment to continuous learning and growth. Eager to contribute to team success and further develop professional skills.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Strategic CSM - Healthcare Vertical Lead
Talkdesk
07.2019 - Current
- Manage over 10 Million in annual revenue, working with Talkdesk's largest healthcare organizations, helping them drive value and business objectives with Talkdesk's suite of software products
- Developed a strong working relationship with account and internal stakeholders and decision makers, communicating and meeting regularly to measure and report on success
- Drove adoption and satisfaction metrics for accounts
- Worked effectively in fast-paced environments.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Strategic CSM - Higher Education
Instructure
10.2014 - 07.2019
- Managed over 15 Million in annual revenue, working with Instructure's largest corporations and Institutions of Higher Education
- Maintained 100% renewal rate
- Established strong relationships with key customers and internal stakeholders, resulting in increased customer loyalty.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Worked with customers to establish goals and aid them in achieving their vision while measuring against bi-annual reviews
Manager - Reseller Support
Adobe
06.2012 - 10.2014
- Created and executed a strategy to deliver world-class customer support to Adobe's worldwide channel partners, including goals and success metrics, core processes and customer delight initiatives.
- Managed a worldwide support organization; hiring, scaling, mentoring, leading and motivating the organization to be productive and engaged to deliver a world-class support experience with every interaction.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Education
General Studies -
Salt Lake Community College
Salt Lake City, UT01.2007
Skills
- Relationship Driven
- Strategic Consultant
- Future Thinker
- Client Focused
- Strategic Planner
- Thrives in an innovative culture
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Flexible and adaptable
- Organization and time management
Certification
- Gainsight Certified CSM101,201,301
- Project Management101
Timeline
Strategic CSM - Healthcare Vertical Lead
Talkdesk
07.2019 - Current
Strategic CSM - Higher Education
Instructure
10.2014 - 07.2019
Manager - Reseller Support
Adobe
06.2012 - 10.2014
General Studies -
Salt Lake Community College
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