Jira
Ryan Albert
Goreville,IL
Summary
Driven Customer Success Manager with proven record in enhancing customer experience and fostering strong relationships. Skilled in leveraging CRM tools to manage accounts, forecast growth, and track customer interactions. Demonstrated ability to lead cross-functional teams toward achieving key performance objectives while maintaining high levels of customer satisfaction. Proven success in implementing strategies that improve client retention rates and promote substantial business growth. Veteran Program Manager with extensive experience in business operations. Adept at leading projects from development to delivery. Effective people manager and big-picture thinker.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Founder & Client Experience Strategist
OwnTheUgly LLC
Goreville
05.2025 - Current
- Founded a coaching and performance development platform supporting SaaS adoption, user engagement, and long-term client success.
- Designed and executed enterprise onboarding programs, client enablement strategies, and adoption tracking tools.
- Developed customer success frameworks and integrated behavioral coaching for scalable client outcomes.
- Led stakeholder-facing sessions, success reviews, and feedback cycles to ensure alignment with product evolution.
- Created feedback loops and usage dashboards to optimize user performance and enhance product retention metrics.
Customer Success Manager
The Alcove LLC
Goreville
01.2022 - 07.2025
- Acted as the primary point of contact for all assigned client accounts, delivering adoption strategies, technical configuration, and retention plans.
- Developed and implemented customer success plans aligned with strategic L&D goals to increase engagement and usage.
- Integrated Agile methodologies into enterprise workflows to enhance delivery quality and team adaptability.
- Led contract negotiations, budget planning, and service optimization across internal operations and client engagements.
- Conducted platform health checks and quarterly business reviews (QBRs), applying data insights to address issues and increase customer value.
- Built playbooks and customer journey maps that streamlined onboarding, renewal, and expansion opportunities.
- Leveraged Salesforce and HubSpot to track client engagement, providing leadership with actionable insights and revenue trend analyses.
- Developed standardized client-facing resources and training toolkits, enhancing consistency across teams.
- Managed and analyzed financial data, aligning insights with strategic business objectives to drive continuous improvement.
Program Manager – Facilities, Operations & Compliance
General Dynamics
Marion
12.2018 - 06.2025
- Oversaw full lifecycle program management of a $50M+ facility, aligning operational objectives with compliance and performance targets.
- Spearheaded the implementation of CMMS (Maximo) and Agile PM tools to improve asset tracking, team collaboration, and workflow transparency.
- Achieved a 35% increase in equipment uptime and reduced reactive maintenance by 25% through preventative strategies.
- Executed Lean Six Sigma reviews, streamlining ticket response processes and achieving a 40% reduction in resolution time.
- Maintained a 100% pass rate on all internal and external audits by developing and enforcing rigorous quality control protocols.
Operations /Senior Program Manager
United States Air Force, USAF
10.2005 - 08.2017
- Devised tools and benchmarks to improve team performance and monitor production.
- Performed program research and analyzed data collection to develop cost estimates and budgets.
- Engaged with customers, partners, and constituent groups to create positive, trusting, and professional relationships.
- Used industry expertise, customer service skills, and analytical nature to resolve customer concerns and promote loyalty.
- Reduced waste and pursued revenue development strategies to keep the department aligned with sales and profit targets.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Managed global PMO functions for high-stakes operational programs, overseeing capacity, execution, and strategic results.
- Led Agile transformations within logistics and engineering teams, streamlining workflows and delivery pipelines.
- Trained and mentored program leaders, established SOPs, and supported enterprise-wide readiness metrics and decision-making.
Education
Master of Arts - Theology
Liberty University
Lynchburg, VA01.2025
Master of Science - Business Organizational Leadership
National University
La Jolla, CA01.2021
Bachelor of Arts - Business & Management
American Military University
Charles Town, WV01.2017
Associate of Applied Science - Mechanical & Electrical Technology
Community College of The Air Force
Montgomery, AL01.2013
Skills
- Client Onboarding & Success Planning
- SaaS Adoption Strategy & Utilization
- Health Checks & QBR Execution
- CRM Systems (Salesforce)
- Cross-Functional Collaboration
- Client Coaching & Enablement
- Usage Analytics & Reporting
- Customer Retention & Expansion
- Issue Resolution & Escalation Management
- Platform Configuration & Best Practices
- Strategic Initiative Coordination
- Research & Industry Analysis
- Organizational & Communication Skills
- Client Success
- HubSpot
- Zendesk
- Customer Health Dashboards
- QBR Planning
- Success Plan Frameworks
- Data-Driven Account Reviews
- Microsoft Suite
- Learning Management Systems
- CRM Platforms
- Usage Metrics Reporting
- DMAIC Methodology
- Root Cause Analysis (RCA)
- Data Collection & Interpretation
- Process Mapping (SIPOC, Value Stream Mapping)
- Kaizen (Continuous Improvement)
- 5S (Sort, Set in Order, Shine, Standardize, Sustain)
Certification
- Agile Scrum Master
- Certified Scrum Master
- Agile with Atlassian Jira
- Business Analysis & Process Management
- SAFe Frameworks
- Lean Six Sigma Green Belt
- Sustainable Business Strategy – Harvard Business School
References
References available upon request.
Accomplishments
- Led the development of scalable project frameworks across multiple digital product launches and consulting engagements.
- Designed and implemented Agile-based workflows with cross-functional teams, focusing on impact metrics and customer success.
- Directed team performance reviews, capacity planning, and strategic alignment of goals with stakeholder expectations.
- Configured project dashboards and success KPIs to track progress, mitigate risk, and enhance delivery outcomes.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Affiliations
- Veterans of Foreign Wars
- Disabled American Veterans
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Work-life balanceCareer advancementPersonal development programsHealthcare benefitsWork from home optionPaid time offStock Options / Equity / Profit SharingFlexible work hoursCompany Culture401k matchTeam Building / Company Retreats4-day work weekQuote
Believe those who are seeking the truth. Doubt those who find it.
André Gide
Software
Smartsheets
MS Suite
Salesforce
Languages
English
Native language
French
Intermediate (B1)
B1
German
Intermediate (B1)
B1
Interests
Writing
Graphic Design
App Development/Design
Additional Information
- U.S. Air Force Veteran with 11 years of honorable service, bringing disciplined leadership, global operations experience, and mission-critical project execution under pressure.
- Proven track record managing multimillion-dollar client portfolios and delivering consistent revenue growth, retention, and satisfaction metrics.
- Known for building trusted relationships with senior stakeholders, executives, and cross-functional teams across healthcare, government, and technology sectors.
- Passionate about developing high-performing teams and mentoring future leaders through a servant-leadership approach.
- Committed to continuous learning with multiple advanced degrees and certifications in business leadership, theology, and healthcare strategy.
- Active in veteran support communities and faith-based leadership initiatives.
- Willing to relocate or travel as needed for strategic client engagement and account success.
Timeline
Founder & Client Experience Strategist
OwnTheUgly LLC
05.2025 - Current
Customer Success Manager
The Alcove LLC
01.2022 - 07.2025
Program Manager – Facilities, Operations & Compliance
General Dynamics
12.2018 - 06.2025
Operations /Senior Program Manager
United States Air Force, USAF
10.2005 - 08.2017
Master of Arts - Theology
Liberty University
Master of Science - Business Organizational Leadership
National University
Bachelor of Arts - Business & Management
American Military University
Associate of Applied Science - Mechanical & Electrical Technology
Community College of The Air Force
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