Shane Ketterman
Denver,Colorado
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
11
11
years of professional experience
Work History
Enterprise Customer Success Manager
Materialise
Denver, USA
01.2023 - Current
- Launched a talent success initiative, surpassing activation KPIs by 30%
- Developed a strategic playbook, enhancing operational efficiencies by 20%
- Reduced costs by 15% through optimized resource allocation and strategic vendor partnerships
Talent Success Manager
Toptal
01.2020 - 01.2022
- Developed and implemented targeted local and global recruiting strategies, significantly increasing the talent pool
- Led the onboarding process and new hire orientations to ensure a seamless integration of over 50 professionals annually into diverse teams
- Designed and facilitated comprehensive training programs aimed at upskilling employees and aligning with evolving market needs
- Conducted monthly performance evaluations, providing critical feedback and personalized development plans that increased employee productivity by 30%
- Fostered a supportive and inclusive work environment by actively addressing employee concerns, mediating workplace conflicts, and implementing effective resolution strategies
- Led recognition and team-building initiatives that enhanced team cohesion and employee satisfaction by 25%
- Collaborated with PEO partners to refine HR policies and optimize organizational processes
- Drove initiatives that enhanced operational efficiencies by 20% and reduced costs by 15% through strategic vendor partnerships and resource allocation
Operations Manager (Publications)
Toptal
01.2018 - 01.2022
- Led a Publications team of 15, increasing reader engagement by 25%
- Improved processes and metrics, enhancing team satisfaction by 70%
- Managed project risks, ensuring timely delivery and high-quality outputs
Client & Customer Success Manager
TDI Tech Solutions
01.2014 - 01.2018
- Acquired 15+ SMB accounts through digital marketing strategies
- Reduced customer costs by 25% with risk management playbooks
- Increased service revenue with a 20% reduction in response time
- Facilitated account success plans, boosting renewals by 80%
Customer Success Manager Team Lead
SimpleTexting
01.2023
Enterprise Customer Success Manager
Sinch SimpleTexting
01.2023
Education
CCSM Levels 1 - 5 -
Wharton (edX)
01.2023
Master of Business Administration -
University of Arizona
01.2011
Bachelor's - Business, Management, Ops
Marylhurst University
01.2007
Skills
- Training
- Revenue Growth
- Team Building
- Strategic Onboarding
- Interpersonal Skills
- Communication
- Stakeholder Engagement
- Account Management
- Team Development
- Training programs
- Customer training
- Goal Setting and Achievement
Websites
Timeline
Enterprise Customer Success Manager
Materialise
01.2023 - Current
Customer Success Manager Team Lead
SimpleTexting
01.2023
Enterprise Customer Success Manager
Sinch SimpleTexting
01.2023
Talent Success Manager
Toptal
01.2020 - 01.2022
Operations Manager (Publications)
Toptal
01.2018 - 01.2022
Client & Customer Success Manager
TDI Tech Solutions
01.2014 - 01.2018
CCSM Levels 1 - 5 -
Wharton (edX)
Master of Business Administration -
University of Arizona
Bachelor's - Business, Management, Ops
Marylhurst University
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