Taylor Ray
Whitefish,MT
Summary
Customer Success Manager with experience owning complex, regulated SaaS clients from onboarding through renewal. Known for stabilizing high-risk accounts, reframing client concerns into actionable solutions, and balancing client needs with delivery constraints. Comfortable leading executive conversations, setting boundaries without damaging trust, and coordinating cross-functional teams to resolve issues and move work forward. Background in quality assurance and large-scale SaaS implementations within government and regulatory environments.
Overview
2026
2026
years of professional experience
Work History
Agency Partner (Customer Success / Account Management)
GL Solutions
Kalispell, MT
08.2025 - Current
- Own a portfolio of 8 government regulatory SaaS clients across medical licensing, public safety, health & aging, alcohol beverage control, dental, and contractor boards.
- Serve as the single point of accountability for client success, acting as a liaison between agency leadership and internal technical, product, and executive teams.
- Lead client operating reviews and executive touchpoints, reframing reported problems into clear, actionable paths forward that balance client needs with delivery reality.
- Rebuilt a high-risk client relationship where the agency had explicitly stated intent to leave, coordinating executive stakeholders, leading root-cause analysis, and driving an approved remediation plan that stabilized the account within ~2 months.
- Regularly develop creative, process-aligned solutions when client needs fall outside existing workflows, working with leadership to define viable paths forward rather than forcing unsustainable fixes.
- Set and maintain clear boundaries with clients by distinguishing functional issues from new requirements, managing expectations, and protecting scope while preserving trust and momentum.
- Converted a trial client into a long-term contract, signaling restored confidence and establishing a multi-year roadmap with significant expansion potential.
- Identify and advance expansion opportunities within owned accounts on a recurring basis, most often through single-project initiatives and, less frequently, multi-phase transformation efforts.
- Manage a high-volume workload (40+ active items) while maintaining prioritization, proactive risk identification, and consistent, calm client communication.
- Proactively monitor internal performance signals and raise risks early to prevent escalation and delivery breakdowns.
- Conduct quarterly on-site client visits to address concerns, align executives, deliver future-planning roadmaps, and reinforce long-term partnership.
Quality Assurance Specialist
GL Solutions
Kalispell, MT
04.2025 - 08.2025
- Supported quality delivery for large-scale government SaaS implementations, testing web workflows, outputs and correspondence, reports, configuration logic, integrations, and mobile compatibility.
- Played a key role supporting a major installation client with ~400 processes, leading walkthrough reviews, documenting and categorizing 800+ distinct issues, and ensuring accurate reproduction and routing.
- Worked cross-functionally with developers, business analysts, and project teams to validate fixes, prevent misclassification, and support client readiness through launch and stabilization.
Store Manager
Russell Cellular
whitefish, mt
2020 - 2025
- Owned full operational and performance responsibility for a high-volume retail location, including revenue targets, customer experience metrics, hiring, training, and conflict resolution.
- Led and developed a team of 3 full-time employees, with regular interim leadership support for district operations (~30 employees) during leadership absences.
- Consistently ranked as a top-performing store at the district, state, and national levels, meeting or exceeding KPIs year over year.
- Recognized as Top Store for 4 consecutive years, reflecting sustained performance rather than short-term wins.
- Served as a model location for the district, training other stores on successful processes, performance management, and customer experience practices.
- Balanced customer needs with company policy, regularly protecting company interests while resolving escalations and retaining customer trust.
- Built a reputation for reliability and ownership, contributing to promotion opportunities and expanded leadership responsibilities.
- Verizon Authorized Retailer
Education
High School Diploma -
East Bay High School
Florida01-2015
Skills
- Customer retention and relationship management
- Executive relationship management
- Risk identification and escalation
- Executive communication and stakeholder alignment
- Renewal support and expansion opportunity development
- On-site client engagement and future planning
- Post-sales customer success management
- Issue intake, analysis, and resolution coordination
- Requirements clarification and change management
- Scope, expectation, and priority management
- Decision-making under ambiguity
- Cross-functional collaboration
- SaaS workflow testing and validation
- Web application and output review
- Launch readiness and adoption support
- Issue documentation and reproducibility analysis
- Internal ticketing, tracking, and workflow systems
- Regulated SaaS environments
- Microsoft Outlook
- Teams
- AI productivity tools
- Performance dashboards and risk metrics
Timeline
Agency Partner (Customer Success / Account Management)
GL Solutions
08.2025 - Current
Quality Assurance Specialist
GL Solutions
04.2025 - 08.2025
Store Manager
Russell Cellular
2020 - 2025
High School Diploma -
East Bay High School