RYAN MILLER
Foxborough,MA
Summary
Self-motivated, independent thinker who makes intelligent decisions and succeeds in fast paced environments. Career reflects 15+ years of experience in the software/tech and financial industries. Specialize in working in global high caliber software application environments. Expertise includes Technical Account Management, Customer Success and Customer Solutions in both pre and post-sales settings.
Professional strengths include customer advocacy and focus, customer success planning, client relationship management, contracting, excellent interpersonal relations, and communication skills.
Overview
19
19
years of professional experience
Work History
Senior Customer Solutions Engineer
Rocket Software
01.2018 - 07.2023
- Served as primary point of contact for business partner, , overseeing $3MM annually in implementation, installation, training projects driving revenue growth
- Created comprehensive professional service Statements of Work (SOW) working with both internal and customer cross-functional teams
- Facilitated project scoping and contracting by engaging with customer stakeholders, establishing project requirements, and streamlining the contractual process to ensure an optimal solution alignment
- Assisted in project management and delivery, coordinating activities, fostering seamless communication between stakeholders, and aligning pre-sale project objectives with customer requirements
- Leveraged CRM Salesforce to preserve customer and partner infrastructure, documentation, and contract details, utilizing data management capabilities and ensuring regular updates and backups.
- Worked with customers for needs analysis and to determine vendor costs.
- Provided guidance and mentored less-experienced staff members.
- Represented software applications engineering team during large and complex development projects.
Technical Support Account Manager
PTC
10.2012 - 05.2018
- Established and maintained strong, trusted relationships with assigned customer accounts by providing personalized support, and consistently delivering exceptional service acting as Voice of the Customer
- Ensured customer satisfaction, loyalty, and contract retention via customer roadmaps, addressing technical issues, requirements analysis, offering strategic recommendations and solutions
- Conducted weekly customer meetings and yearly customer account reviews displaying key data and milestone achievements with customer stakeholders
- Identified revenue opportunities based on customer portfolio and requirements
- Educated and promoted best practices for leveraging PTC Technical Support through comprehensive training, documentation, and guidance.
- Documented support interactions for future reference.
- Managed accounts to retain existing relationships and grow share of business.
- Delivered recommendations to long-term accounts to promote brand awareness to key audience.
- Prepared Customer Reviews showing success and credibility of products.
Technical Support Engineer
OPTUM INSITE
01.2010 - 09.2012
- Maintained support procedures for creating and managing support cases, documenting issue resolutions, and ensuring streamlined support processes
- Contributed to the customer knowledge base by documenting troubleshooting guides
- Addressed and resolved technical questions for clients with step-by-step guidance, and prompt resolutions.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
Client Service Representative
INTRALINKS
01.2005 - 10.2009
- Member of a global client service department that addressed and resolved technical questions activities focused on technical and customer support, navigation, pre-sales activities, internal ticketing systems management, product training, and client documentation development
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Collaborated with other departments to develop ways to increase customer satisfaction.
Education
B.S - Operations and Management
Southern New Hampshire University
05.2017
Bachelor of Arts - Digital Media
New York University ~ New York University
Skills
- Customer Success
- Onboarding
- Client Expectation Management
- Client Account Reviews
- Strategic Planning
- Professional Services
- Key Account Development
- Customer Retention
- Customer Account Review
- Salesforce CRM Experience
Timeline
Senior Customer Solutions Engineer
Rocket Software
01.2018 - 07.2023
Technical Support Account Manager
PTC
10.2012 - 05.2018
Technical Support Engineer
OPTUM INSITE
01.2010 - 09.2012
Client Service Representative
INTRALINKS
01.2005 - 10.2009
B.S - Operations and Management
Southern New Hampshire University
Bachelor of Arts - Digital Media
New York University ~ New York University
Similar Profiles
RUSHIKESH KATAGERUSHIKESH KATAGE
Software Developer at Rocket SoftwareSoftware Developer at Rocket Software
Aaren IsabelAaren Isabel
Software Engineer in Test II at Rocket SoftwareSoftware Engineer in Test II at Rocket Software
Ammrin KhanAmmrin Khan
Technical Support Engineer at Rocket softwareTechnical Support Engineer at Rocket software
Andrea ChappellAndrea Chappell
Regional Account Executive at Rocket SoftwareRegional Account Executive at Rocket Software
Giana WigmoreGiana Wigmore
Editor at The Bridge, Bridgewater State UniversityEditor at The Bridge, Bridgewater State University