Ryan Jones
Denver,CO
Summary
Experienced with customer relationship management, ensuring client satisfaction and retention. Utilizes proactive strategies to address customer needs and enhance engagement. Knowledge of effective communication and problem-solving for optimal customer success.
Overview
8
8
years of professional experience
Work History
Senior Strategic Customer Success Manager
Paycor
Cincinnati, OH
08.2022 - 02.2026
- Monitored account health using Salesforce and Gainsight, identifying churn risks and competitive threats to proactively address usage declines.
- Collaborated with Sales to identify and pursue upsell/cross-sell opportunities within existing accounts, enhancing overall account growth.
- Developed customer success plans and strategies to maximize customer value and success.
- Served as escalation point for issues that impacted client's productivity and satisfaction.
Customer Success Manager
Paycor
Cincinnati, OH
02.2019 - 08.2022
- Developed action plans and led de-escalations to resolve client issues and align cross-functional teams.
- Conducted quarterly business reviews (QBRs) and enablement sessions to strengthen client relationships and drive strategic planning.
- Managed major-market client portfolio, prioritizing high-impact activities to enhance client satisfaction.
- Focused on current and longer-term business objectives and mapped solutions to maximize value.
Payroll Specialist
Paycor
Cincinnati, OH
10.2017 - 02.2019
- Collaborated with managers to resolve payroll issues by collecting and correcting employee information, enhancing payroll accuracy.
- Addressed manager inquiries on paychecks, vacation balances, entries, pay adjustments, and bonuses to ensure clarity and timely resolution.
- Tracked changing state and federal payroll regulations to keep operations legally compliant.
- Generated reports on payroll data to ensure accuracy of information.
Education
Bachelor of Arts (B.A.) - Business Administration
University of Cincinnati
05-2017
Associate in Science (A.S.) - Health Administration
University of Cincinnati
05-2012
Skills
- Customer Relationship Management
- Client Retention
- Salesforce Expertise
- Project Management
- Business Analysis
- Strategic Planning
- Data Analysis
- Proficient in Gainsight
- Cross-Functional Teamwork
- Effective Communication
- C-Suite Relationships
- Proficient in Gong
Timeline
Senior Strategic Customer Success Manager
Paycor
08.2022 - 02.2026
Customer Success Manager
Paycor
02.2019 - 08.2022
Payroll Specialist
Paycor
10.2017 - 02.2019
Associate in Science (A.S.) - Health Administration
University of Cincinnati
Bachelor of Arts (B.A.) - Business Administration
University of Cincinnati