Summary
Overview
Work History
Education
Skills
References
Timeline
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Ryan Williams

Lake Elsinore,CA

Summary

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Overview

8
8
years of professional experience

Work History

Manager of Customer Success

Masterstream ERP
Corona, CA
11.2015 - Current
  • Provided customer onboarding and training to ensure successful product adoption.
  • Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
  • Analyzed customer data to identify trends, issues, and opportunities for improvement.
  • Managed customer inquiries and complaints in a professional manner.
  • Researched new technologies and initiatives to improve customer experience.
  • Collaborated with cross-functional teams to develop strategies for driving customer success.
  • Created reports outlining customer usage and retention metrics.
  • Conducted regular check-ins with clients to ensure their needs were met.
  • Delivered presentations on product features, benefits, and value propositions at conferences or webinars.
  • Developed custom solutions for customers based on their individual business objectives.
  • Organized events such as webinars or workshops aimed at increasing customer engagement levels.
  • Monitored competitor activities in order to stay ahead of the curve in terms of customer service offerings.
  • Coached team members on best practices for delivering exceptional customer experiences.
  • Assisted sales team by providing technical expertise during the sales process.
  • Implemented feedback loops from customers into product development processes.
  • Maintained up-to-date knowledge of industry trends related to customer success management.
  • Gathered insights from customers through surveys, interviews, focus groups.
  • Identified areas where current products are not meeting expectations or could be improved upon.
  • Provided guidance on how customers can maximize the value they receive from products and services.
  • Worked closely with marketing team to create content that educates customers about our services.
  • Established processes for measuring customer satisfaction rates across multiple channels.
  • Oversaw key customer relationships to close strategic opportunities.
  • Demonstrated and explained product features and benefits to overcome customer objectives.
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
  • Drove customer escalations to resolution by engaging directly with clients.
  • Monitored KPIs to assess customer engagement.
  • Met with customers to discuss best practices and drive outcomes.
  • Collaborated with cross-functional teams to establish customer success programs.
  • Developed and established new relationships to drive company growth.
  • Compiled customer feedback for cross-functional departments to improve product or service features.
  • Supervised success team, operations and resources to deliver profitable growth.
  • Defined and implemented staff compensation and incentive programs, motivating team to achieve targets.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Delegated work to staff, setting priorities and goals.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Recruited and trained new employees to meet job requirements.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Assigned work and monitored performance of project personnel.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Proposed or approved modifications to project plans.

Education

Associate of Arts - Business Management

El Camino College
Torrance, CA
05-2002

Skills

  • Strategic Planning
  • Customer Account Management
  • Client Relations
  • Customer Service
  • Proficient in Office 365, JIRA, Mondaycom
  • Customer Relationship Building
  • Business Development
  • CRM Software
  • Account Management
  • Customer Needs Assessment
  • Customer Relations
  • Training Programs
  • Strategic Communications
  • Training and Mentoring
  • Report Analysis
  • Customer Retention
  • Customer Advocacy

References

References available upon request.

Timeline

Manager of Customer Success

Masterstream ERP
11.2015 - Current

Associate of Arts - Business Management

El Camino College

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Ryan Williams