Summary
Overview
Work History
Education
Skills
References
Timeline
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RYAN LARRABEE

RYAN LARRABEE

Brattleboro,VT

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.

Overview

7
7
years of professional experience

Work History

Customer Success Manager

Capital One
10.2021 - Current
  • Developed customer onboarding processes for Small Business Card clients to enhance user experience, spend pull-through, and engagement.
  • Fostered strong client relationships through regular communication and support.
  • Collaborated with cross-functional teams to resolve customer issues effectively.
  • Implemented strategies to drive product adoption among key client segments.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Utilized CRM tools to track customer interactions and report on progress towards goals.
  • Coached team members on best practices for delivering exceptional customer experiences.

Customer Success Manager

Lola Travel
10.2018 - 10.2021
  • Former tech startup based in Boston, MA, that was acquired by Capital One Finance in 2021.
  • Worked in direct partnership with the Acquisitions team to sell and onboard new clients to our corporate travel and budget management software.
  • Developed training materials for customers to enhance product understanding.
  • Cultivated strong customer relationships while addressing inquiries, providing education on travel products, and reporting software bugs.
  • Analyzed customer feedback to identify areas for service improvement.
  • Implemented feedback loops from customers into product development processes.

Operations Lead

Apple Inc.
09.2018 - 03.2020
  • Directed daily operations for a team of 18-20 inventory specialists in one of Apple's largest flagship retail stores, where my primary responsibilities included receiving new products, inventory control, facilities maintenance, and employee training.
  • Managed inventory trends, prepared reports for leadership, and coordinated vendor relations to ensure seamless building repairs and operations.
  • Spearheaded the development of a comprehensive onboarding program for new associates, resulting in improved team performance and knowledge retention.
  • Responsible for coordinating and executing strategies for inventory and crowd control during large events like annual product launches.

Education

Bachelor of Science - Interdisciplinary Business Management, Business Law, Ethics, Entrepreneurship

Miami University
Oxford, OH

Skills

  • CRM software
  • Customer onboarding
  • Client relationship management
  • Problem solving
  • Team leadership
  • Process improvement

References

References available upon request.

Timeline

Customer Success Manager

Capital One
10.2021 - Current

Customer Success Manager

Lola Travel
10.2018 - 10.2021

Operations Lead

Apple Inc.
09.2018 - 03.2020

Bachelor of Science - Interdisciplinary Business Management, Business Law, Ethics, Entrepreneurship

Miami University

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