Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

RYAN STOETZEL

Austin,TX

Summary

Results-driven, team-focused leader with an exceptional background delivering a seamless customer experience. Strategic development capability to provide the best course of action for creatively solving problems that drive technology solutions toward successful business outcome and resolve complex issues. Builds top-performing teams and leadership who oversee major enterprise clients. Drives cross-functional initiatives and implements complex global IT solutions focused on customer success. Culturally competent with the ability to interface with a diverse group of individuals at all organizational levels. Proficient in Salesforce Technically, GoToMeeting, GoToWebinar, Kinnser ADL, MS Office Suite, SaaS, Jira, Chrome, Firefox, IE, FogBugz, Wufu, JoinMe, Jira, Marketo, Confluence, Calendly and Totango.

Knowledgeable Senior Customer Success Manager with strong background in fostering client relationships and ensuring satisfaction. Leveraged extensive customer feedback to drive process improvements and enhance service delivery. Demonstrated expertise in customer retention strategies and conflict resolution. Professional, experienced customer success specialist prepared for this role. Proven track record in driving customer satisfaction and retention. Strong focus on team collaboration and delivering impactful results. Skilled in relationship management, strategic planning, and problem-solving, with flexible approach to evolving business needs.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Senior Customer Success Manager

BillingPlatform
01.2022 - Current
  • Develops, nurtures, and maintains strong relationships with customers and internal teams to drive mutual success.
  • Designs and manages strategic account plans that monitor customer initiatives, opportunities, and project milestones, ensuring all relevant stakeholders are engaged.
  • Communicates compelling value propositions and delivers impactful presentations that capture customer interest and enthusiasm.
  • Anticipates client challenges and proactively implements solutions to meet or exceed expectations and satisfaction.
  • Manages a portfolio of over 20 customer accounts, representing a total revenue of $29.3 million.
  • Conducts onsite visits to strengthen client relationships and assess evolving business needs.

Senior Customer Success Manager

SpyCloud
01.2021 - 01.2022
  • Maintains comprehensive knowledge of the company’s products and services.
  • Builds, leverages, and sustains relationships with customers and internal cross-functional teams to maximize success.
  • Creates and executes account plans to track customer opportunities, activities, and projects. Ensures engagement by appropriate parties throughout.
  • Leverages company resources and executive relationships to win the business as a team.
  • Captures and monitors customer business drivers to ensure optimal solutions and enhance customer engagement with the company’s products and services.
  • Forecasts and consistently achieves revenue goals through up sell opportunities based on the needs of the customer or new product rollouts.
  • Articulates value propositions, creates interest, and generates excitement through customer presentations.
  • Anticipates customers’ needs and drives solutions to achieve or surpass customer satisfaction.

Senior Customer Success Manager

Serenova/Lifesize
01.2018 - 01.2021
  • Cultivated strategic customer relationships and monitored client expectations, serving as primary advocate for the customer across the organization’s ecosystem, fostering long-term, profitable business relationships.
  • Defined and optimized the customer journey, developed lifecycle processes and touch points.
  • Identified opportunities for continuous improvement and recommended changes to improve client satisfaction.
  • Oversaw projects from start to completion, identified and mitigated risks, applied and adopted recommendations.
  • Served as conduit for customer feedback into the business product, system, and process improvement.
  • Proactively communicated benefits of the Serenova platform and applications to new and existing clients.
  • Identified potential growth opportunities with existing clients and developed strategies to increase growth.
  • Engaged with prospect organizations to position the organization through strategic value-based selling, business case definition, Return on Investment (ROI) analysis, reference and analyst data.
  • Coordinated necessary resources to professionally respond to potential new business opportunities.
  • Collaborated with channel partners to coordinate customer engagement and support activities.

Program Manager / Technical Customer Success Manager

Developerprogram.com
01.2017 - 01.2018
  • Served as main point of contact for customers to coordinate, consult, and flawlessly execute major projects through complete lifecycle; defined the scope, functional and business requirements of each project.
  • Liaised with customers and third parties to ensure timely delivery and an exceptional customer experience.
  • Delivered exemplary customer service through active listening and communication; ensured short-term and long-term project goals are achieved.
  • Configured SaaS applications to meet the needs of the project; set up and implement web portals.
  • Promoted the organization’s programs and product features to ensure ongoing solutions for customers; provided troubleshooting to support the client and increase functionality of the product.
  • Resolved customer issues in a timely and professional manner to build rapport and ensure customer satisfaction.
  • Ensured customer awareness of all product enhancements.
  • Remained highly adaptable to travel to site client visits.

Customer Success Manager

ReachForce
01.2016 - 01.2017
  • Used advanced communication and listening skills to understand the customer’s business and technical environment.
  • Provided pre- and post-sale solutions consulting to clients.
  • Troubleshooted post-sales technical issues in a timely manner to ensure exceptional customer experience.
  • Collaborated as part of the Customer Success team to ensure successful implementation and ongoing use.
  • Conducted web-based presentations to train, support, and demonstrate software to clients.
  • Developed creative solutions for products to solve business problems.
  • Consistently documented all product bugs and deficiencies in an accurate and timely manner to submit to engineering team for follow-up.
  • Used Jira, Salesforce, and Totango software to document and track client successes.
  • Managed high profile clients.
  • Remained accountable for an 80% retention rate for $3M APR.
  • Upsold products to increase profitability while exceeding personal and organizational goals.

Trainer / Customer Success Manager

Kinnser Software
01.2014 - 01.2016
  • * Collaborated with external stakeholders to implement best practices and process improvements.Assisted in development and implementation of a new curriculum and training manual.
  • Directed a team of 7 trainers and educated them on the ADL product.
  • Facilitated training sessions via GoToMeeting, GoToWebinar, and Join Me for 80 new agencies in a four-month timeframe.
  • Organized training schedule, facilitated training for 75% of new product training, and on boarded 200 new ADL agencies.
  • Trained a team of technical support staff to provide product knowledge.
  • Collaborated with large census agencies and external clients to provide training and support.
  • Traveled extensively across the United States to perform onsite training.
  • Revamped and implemented training courses to meet new user needs and improve efficiency.
  • Led and onboarded 15 to 20 clients per month and managed the organization’s largest account with an MRR of $77K.
  • Managed total revenue over $4.5M, spread across 20+ accounts.
  • Collaborated with external stakeholders to implement best practices and process improvements.
  • Assisted training team to coordinate effective and efficient training and development strategies.
  • Collaborated cross-functionally to develop process improvements and training programs.

Customer Service Rep / Admin Assistant & Dispatcher / Outreach Program Manager / Tethering Investigator

City of Austin, Animal Services Dept.
01.2004 - 01.2013

Education

Bachelor of Arts - Criminal Justice, Forensic Science

St. Edwards University
Austin, TX
05.2010

Skills

  • Proven leadership abilities
  • Global Management
  • Public Speaking
  • Client relationship management
  • Performance Management
  • Operational Excellence
  • Cross-Functional Collaboration
  • Customer Success Initiatives
  • Relationship Building
  • Strategic Development & Implementation
  • Effective Negotiation Skills
  • Customer Satisfaction
  • Engaging Presentation Style
  • Multilingual Communication Skills
  • Excellent Interpersonal Skills

Certification

Certified CSM – The Success League

Timeline

Senior Customer Success Manager

BillingPlatform
01.2022 - Current

Senior Customer Success Manager

SpyCloud
01.2021 - 01.2022

Senior Customer Success Manager

Serenova/Lifesize
01.2018 - 01.2021

Program Manager / Technical Customer Success Manager

Developerprogram.com
01.2017 - 01.2018

Customer Success Manager

ReachForce
01.2016 - 01.2017

Trainer / Customer Success Manager

Kinnser Software
01.2014 - 01.2016

Customer Service Rep / Admin Assistant & Dispatcher / Outreach Program Manager / Tethering Investigator

City of Austin, Animal Services Dept.
01.2004 - 01.2013

Bachelor of Arts - Criminal Justice, Forensic Science

St. Edwards University

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RYAN STOETZEL