Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ryan Kelly

Sherman,CT

Summary

Charismatic, creative, hardworking Customer Success Manager. Engaging and personable with the ability to increase business opportunities through outstanding client presentations, effective communication skills and a dedication to customer success.

Overview

17
17
years of professional experience

Work History

Director Customer Service/Success

3p Learning
03.2020 - Current
  • Monitor metrics and developed actionable insights to improve efficiency and performance
  • Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of team
  • Improved customer satisfaction rating from 80% to 91% through theapplication of superior conflict resolution and problem-solving skills
  • Support team in achieving quarterly KPI's
  • Created and presented webinars quarterly on product to clients/potential clients.
  • Managed accounts to retain existing relationships and grow share of business

Success and Engagement Manager

Matific
01.2019 - 03.2020
  • Maintained accounts and expanded relationships with key customers
  • Ensured customer satisfaction and problem resolution
  • Developed strategies to grow accounts and research upsell/new business opportunities
  • Established customer level pricing strategy/negotiations
  • Motivated team members to meet and exceed sales targets
  • Achieved minimum of 70 tasks day
  • Collaborated with sales, delivery and service teams to manage seamless client experiences

Success & Engagement Manager

Blake ELearning
09.2015 - 12.2018
  • Developed and Implemented digital personalized customer journey that led to increased retention from 74% to 86% across a 12-month period while achieving > 95% renewal value
  • Obtained pricing deals, negotiated contracts and solidified beneficial agreements
  • Developed and implemented strategy designed to maintain customer base and upsell expansion
  • Cross-trained existing employees to maximize team agility and performance
  • Implemented and managed single sign-on integration

Universal Swing

"Wicked" On Broadway
12.2006 - 09.2015
  • Appeared in over 4,000 performances of the Tony Award Winning Broadway Musical
  • Performed 10 different roles in the Broadway, Los Angeles, Chicago and 1st National companies

Customer Engagement & Retention Associate

3p Learning
10.2013 - 06.2015
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
  • Ran weekly usage reports to update/engage customers
  • Responded to customer requests for product, services and company information
  • Supported sales team to drive retention rate >95%
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor

Education

Bachelor of Arts - Dance

New York University
New York, NY

Bachelor of Arts - Performance

St. Mary's of California
Moraga, CA

Skills

  • Account management
  • Interpersonal skills
  • Oral and written communication
  • Ability to multi-task, prioritize, problem solve
  • Product and Service Management
  • Google Suite
  • Microsoft Office expertise
  • Revenue growth
  • Staff mentoring & leadership

Timeline

Director Customer Service/Success

3p Learning
03.2020 - Current

Success and Engagement Manager

Matific
01.2019 - 03.2020

Success & Engagement Manager

Blake ELearning
09.2015 - 12.2018

Customer Engagement & Retention Associate

3p Learning
10.2013 - 06.2015

Universal Swing

"Wicked" On Broadway
12.2006 - 09.2015

Bachelor of Arts - Dance

New York University

Bachelor of Arts - Performance

St. Mary's of California

Similar Profiles

CREATE PROFILE
Ryan Kelly