Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
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Ryker Trees

Oklahoma City,OK

Summary

Dynamic Customer Success Team Lead with a proven track record at Surefire Local, adept at enhancing customer retention through effective communication and strategic training initiatives. Skilled in Salesforce and team management, I have successfully reduced churn rates and fostered strong client relationships, driving product adoption and satisfaction.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Customer Success Team Lead

Surefire Local
Austin, Texas
02.2025 - Current
  • Led cross-functional teams to enhance project efficiency and collaboration.
  • Managed teams across United States and Philippines, ensuring alignment in objectives.
  • Trained offshore team to establish effective workflows at new office.
  • Implemented process improvements to streamline operations and minimize redundancies.
  • Delegated daily tasks to optimize group productivity and resource utilization.
  • Resolved escalated customer complaints promptly and efficiently.

Customer Experience Team Lead

SureFire Local
Austin, TX
08.2024 - 02.2025
  • Implemented customer service strategies that improved efficiency and response times.
  • Reduced churn rates through initiatives enhancing customer satisfaction and retention.
  • Managed training programs for customer support representatives, boosting performance and morale.
  • Analyzed customer feedback to inform product and service enhancements.
  • Collaborated with cross-functional teams to optimize end-to-end customer journeys.

Senior Customer Success Manager

SureFire Local
Austin, TX
08.2023 - 08.2024
  • Cultivated strong client relationships to boost satisfaction and loyalty.
  • Developed and implemented customer success strategies to drive product adoption.
  • Led training sessions for clients on effective utilization of software tools.
  • Tracked customer satisfaction metrics, including usage, adoption, engagement, retention, and feedback.

Customer Success Manager

SureFire Local
Austin, TX
12.2021 - 08.2023
  • Managed a portfolio of over 150 accounts generating $2.2 million in ARR.
  • Executed customer onboarding journeys within established Service Level Agreements.
  • Educated clients on SaaS tools and created growth strategies for small to medium businesses.
  • Developed customer relationships, identifying potential upsell opportunities.
  • Utilized analytical skills to retain customers, effectively handling rejections to prevent churn.

National Account Executive

Olly Olly Digital Marketing
Austin, TX
06.2021 - 12.2021
  • Executed complete sales cycle from initial contact to final close.
  • Identified customer needs, recommending appropriate products and services.
  • Demonstrated expertise in SEO and marketing platform functionalities.

Business Account Executive

Nelson for Google Fiber
Austin/San Antonio, USA
06.2020 - 06.2021
  • Delivered presentations to clients, showcasing product features and benefits effectively.
  • Maintained accurate records of all sales activities using CRM software systems.
  • Engaged customers through effective door-to-door sales techniques.

Door to Door Account Executive

Nelson for Google Fiber
Austin/San Antonio, USA
07.2019 - 06.2020
  • Negotiated sales for commercial and small to medium businesses
  • Traveled to different areas of Austin to expand coverage and locally trained new representatives
  • Managed multiple pipelines using customer relationship management software (Salesforce)

Education

Bachelor of Science - Biology, Chemistry

Texas State University
San Marcos, Texas
01.2019

Skills

  • Persuasion and negotiating tactics
  • Proficient in Google Business Suite
  • Proficient in Microsoft Office
  • Proficient in Salesforce
  • SaaS knowledge
  • Customer relationship management
  • Team management
  • Customer retention strategies
  • Effective communication
  • Conflict resolution

Certification

Project Management Career Certificate, Oklahoma State University

  • Completed comprehensive training in project management principles, Agile methodologies, and risk management., Gained hands-on experience with project planning, budgeting, and stakeholder communication through real-world case studies and simulations.

References

References available upon request.

Timeline

Customer Success Team Lead

Surefire Local
02.2025 - Current

Customer Experience Team Lead

SureFire Local
08.2024 - 02.2025

Senior Customer Success Manager

SureFire Local
08.2023 - 08.2024

Customer Success Manager

SureFire Local
12.2021 - 08.2023

National Account Executive

Olly Olly Digital Marketing
06.2021 - 12.2021

Business Account Executive

Nelson for Google Fiber
06.2020 - 06.2021

Door to Door Account Executive

Nelson for Google Fiber
07.2019 - 06.2020

Bachelor of Science - Biology, Chemistry

Texas State University

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