Ryan Reposa
Gallatin
Summary
Results-driven Senior Customer Success Manager with expertise in developing and executing customer success strategies. Proven leadership in building high-performing teams to meet business objectives. Enhanced customer retention and cultivated lasting relationships through process optimization that boosted satisfaction and loyalty.
Overview
2
2
Languages
4
4
years of post-secondary education
12
12
years of professional experience
Work History
Sr. Customer Success Manager
GoTo Technologies
Boston
07.2014 - Current
- Led customer onboarding initiatives for new software solutions.
- Developed training materials for product features and best practices.
- Collaborated with cross-functional teams to enhance customer experience.
- Conducted regular account reviews to assess client satisfaction and needs.
- Identified opportunities for upselling additional services and products.
- Facilitated feedback sessions to improve service delivery and product offerings.
- Mentored junior team members on customer success strategies and tools.
- Partnered with other departments to resolve customer complaints quickly and efficiently.
- Monitored customer support tickets in order to identify common problems or issues that need addressing quickly.
- Conducted regular check-ins with customers to proactively address any potential issues or concerns.
- Actively sought out opportunities for growth within existing accounts through additional offerings or upgrades based on individual needs identified during conversations with clients.
- Provided detailed reports on customer health scores based on usage data collected over time.
- Developed and implemented customer success plans to ensure that customers are achieving their desired outcomes.
- Created personalized onboarding experiences for new customers, including assigning appropriate resources, setting up goals and objectives, and providing best practices advice.
- Collaborated with sales teams to develop strategies for upselling and cross-selling products or services.
- Organized user group meetings between existing customers who could benefit from sharing knowledge about the product and service being used.
- Developed relationships with key decision makers at target accounts in order to increase renewal rates across all accounts managed by the team.
- Coordinated efforts between multiple stakeholders in order to drive successful outcomes for customers using the product and service offered by the company.
- Analyzed customer data to identify trends in usage patterns and behaviors of key accounts.
- Demonstrated and explained product features and benefits to overcome customer objectives.
- Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
- Resolved customer escalations by engaging directly with clients to understand their concerns. to resolution by engaging directly with clients.
- Developed plans and strategies to grow business and achieve company portfolio goals.
- Coordinated with technical support teams to resolve customer issues in a timely manner.
Sr. Customer Success Manager
LogMeIn
Boston
05.2017 - 02.2022
- Led customer onboarding initiatives for new software solutions.
- Developed training materials for product features and best practices.
- Managed customer inquiries through various communication channels.
- Conducted regular account reviews to assess client satisfaction and needs.
- Identified opportunities for upselling additional services and products.
- Facilitated feedback sessions to improve service delivery and product offerings.
- Partnered with other departments to resolve customer complaints quickly and efficiently.
- Monitored customer support tickets in order to identify common problems or issues that need addressing quickly.
- Conducted regular check-ins with customers to proactively address any potential issues or concerns.
- Actively sought out opportunities for growth within existing accounts through additional offerings or upgrades based on individual needs identified during conversations with clients.
- Provided detailed reports on customer health scores based on usage data collected over time.
- Developed and implemented customer success plans to ensure that customers are achieving their desired outcomes.
- Created personalized onboarding experiences for new customers, including assigning appropriate resources, setting up goals and objectives, and providing best practices advice.
- Collaborated with sales teams to develop strategies for upselling and cross-selling products or services.
- Organized user group meetings between existing customers who could benefit from sharing knowledge about the product and service being used.
- Developed relationships with key decision makers at target accounts in order to increase renewal rates across all accounts managed by the team.
- Provided guidance on how to use the software product in order to maximize value from it.
- Coordinated efforts between multiple stakeholders in order to drive successful outcomes for customers using the product and service offered by the company.
- Identified areas of improvement by analyzing user feedback surveys and feature requests from customers.
- Analyzed customer data to identify trends in usage patterns and behaviors of key accounts.
- Worked closely with marketing teams to create targeted campaigns aimed at increasing customer engagement levels.
- Demonstrated and explained product features and benefits to overcome customer objectives.
- Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
- Drove customer escalations to resolution by engaging directly with clients.
- Developed plans and strategies to grow business and achieve company portfolio goals.
- Met with customers to discuss best practices and drive outcomes.
- Coordinated with technical support teams to resolve customer issues in a timely manner.
- Managed and maintained a portfolio of key accounts, fostering long-term relationships.
- Led cross-functional initiatives to streamline processes and enhance customer experience.
- Negotiated contract renewals and managed customer expectations to ensure satisfaction.
- Monitored customer health scores, proactively addressing concerns to prevent churn.
- Utilized CRM tools to track customer interactions and report on progress towards goals.
- Developed and executed customer success strategies to increase retention rates.
- Implemented customer feedback loops to gather insights and improve products and services.
- Collaborated with product development teams to incorporate customer feedback into new releases.
- Established and monitored key performance indicators (KPIs) for customer success.
- Developed and maintained customer success documentation and resources.
- Advocated for customer needs within the organization, driving product improvements.
- Led customer onboarding processes, ensuring smooth transition and high satisfaction levels.
Education
Bachelor of Science - Biological Sciences
University of California, Santa Barbara
Santa Barbara, CA 09.2016 - 03.2021
Skills
- Customer onboarding process
- Client onboarding process
- Customer success planning
- Account management strategies
- Account growth
- Upselling techniques
- Customer retention
- Customer advocacy
- Customer needs assessment
- Customer segmentation
- Data analysis
- Data-driven decision making
- Analyzing customer feedback
- Integrating customer feedback
- Performance tracking
- Software implementation
- Salesforce proficiency
- CRM software
- Cross-functional teamwork
- Cross-functional coordination
- Stakeholder involvement
- Stakeholder management
- Effective communication
- Mentoring team members
- Training and mentoring
- Process improvement
- Goal setting
- Complex Problem-solving
- Managing customer relationships
- Relationship building
- Email campaigns
- Revenue growth
- Customer relationship management
- Goal setting
- Complex Problem-solving
Languages
English
Professional
Spanish
Limited
Timeline
Sr. Customer Success Manager
LogMeIn
05.2017 - 02.2022
Bachelor of Science - Biological Sciences
University of California, Santa Barbara
09.2016 - 03.2021
Sr. Customer Success Manager
GoTo Technologies
07.2014 - Current