Samuel Troyer
Meridian,ID
Summary
Dedicated Customer Success Leader with a background in Client Engagement Management, skilled in building and implementing customer success functions to enhance retention, adoption, and expansion. Expert in designing end-to-end customer journeys, strategic planning, and change management to drive customer satisfaction and profitability. Proven record of managing cross-functional teams and achieving measurable improvements in client engagement through innovative strategies. Eager to leverage strong client advocacy skills and strategic insight to deliver exceptional value and long-term success.
Overview
5
5
years of professional experience
Work History
Owner
Troyer Baseball Group, LLC
Meridian, ID
03.2024 - Current
- Development: Identified new opportunities for growth. Expanded client base from zero to 55 individuals.
- Advising: Analyzed client needs and assisted in determining appropriate strategies such as personalized hitting plans for elite athletes.
- Training: Provided leadership, insight and mentoring to clients with individual baseball lessons across the Treasure Valley.
Client Engagement Manager
Onboardian
Meridian, ID
08.2022 - Current
- Strategic Account Expansion: Spearheaded the growth of company accounts, increasing the portfolio from two to 41 clients, with a focus on end-to-end ownership of the customer journey.
- Enterprise Client Management: Oversaw a portfolio of enterprise clients with an ARR of $750,000 including 40 dealerships within a major dealer group.
- Customer Success Strategies: Designed tailored customer journey processes to enhance engagement and satisfaction, which reduced onboarding time by 30% and improved retention rates by 25%.
- Cross- Functional Project Leadership: Built strong relationships with key stakeholders across various departments in order to facilitate daily operations and successful engagements, driving a 20% increase in client satisfaction.
- Customer Success Playbook Development: Created the CS playbook, standardizing procedures that improved customer experience, streamlined onboarding processes, and boosted product adoption.
- Client Escalation Resolution: Led incident management efforts to resolve escalated client issues across both front-line employees and C-suite levels to ensure swift resolutions of challenges.
Professional Baseball Player
Idaho Falls Chukars
Idaho Falls, ID
05.2020 - 09.2023
- Team Leadership: Appointed as Team Captain due to exceptional leadership and mentorship abilities to enhance team cohesion.
- Adaptability: Demonstrated by learning from experience and adapting to high-stakes environments.
- Resilience: Maintained balance between career development and gameplay as a professional baseball player.
Project Manager
Satellite Industries
Bristol , IN
01.2022 - 08.2022
- Leadership: Led a workforce of over 300 employees, demonstrating the capacity to oversee large teams in a dynamic environment.
- Process Improvement: Created a new body repair tracking process that reduced annual body work expenses by $90,000.
Production Manager
Genesis
Goshen, IN
10.2020 - 05.2021
- Leadership: Led a workforce of over 100 employees, directly contributing to generating approximately $20,000,000 in revenue.
- Operational Efficiency: Drove a 62% increase in revenue by implementing lean processes to enhance team output and worker safety.
- Cost Savings: Eliminated a 15% overproduction issue, saving the company approximately $70,000 annually in material costs.
- Productivity Improvement: Surpassed productivity goals by 22% through streamlining innovative process enhancements.
- Culture Development: Successfully built a more collaborative work culture and reducing attrition rates from 125% to 65%.
Education
Bachelor of Science - Business Administration
University of Evansville
Evansville, IN05-2019
Associate of Science - Business Administration
Rend Lake College
Ina, IL05-2017
Skills
- Customer Advocacy
- Customer Journey Design
- Strategic Planning
- Change Management
- Retention & Adoption Metrics
- Stakeholder Relations
- Teamwork and Collaboration
- Timeline Management
- Cross Functional Leadership
- Excel, CRM-HubSpot, Figma software
Timeline
Owner
Troyer Baseball Group, LLC
03.2024 - Current
Client Engagement Manager
Onboardian
08.2022 - Current
Project Manager
Satellite Industries
01.2022 - 08.2022
Production Manager
Genesis
10.2020 - 05.2021
Professional Baseball Player
Idaho Falls Chukars
05.2020 - 09.2023
Bachelor of Science - Business Administration
University of Evansville
Associate of Science - Business Administration
Rend Lake College
Similar Profiles
Keith BurnsKeith Burns
Cement Finisher at Jr TroyerCement Finisher at Jr Troyer
Jonathan TapiaJonathan Tapia
Journeyman Roofer at Troyer ContractingJourneyman Roofer at Troyer Contracting
William CappelWilliam Cappel
Project Manager at Troyer BuildersProject Manager at Troyer Builders