Customer Success Manager

RYAN SCHICKLING

**** * ******* ** ************, PA 19121 609-***-**** ad19hb@r.postjobfree.com TRANSFR VR - Remote 2022 -

Customer Success Manager

● Implemented 47 new customers in the NorthEast region, managing the process from strategic planning, training, rollout/launch, daily support, quarterly check-ins, annual business reviews and the annual renewal process

● Provide exceptional service and support to all customers, by building trust and fostering strong relationships via effective communication, knowledge sharing and training, creative problem solving and delivering what I promise

● Renewed 94% of all customers in quarters 1 & 2 of 2023, earning over $200,000 ARR in upgrades EASYLLAMA - Remote

Customer Success Manager 2021 - 2022

● Responsible for the success of all customers, managing the daily support process for over 2,500 accounts, leading kickoff meetings, training sessions, quarterly check-ins, annual business reviews and the renewal process

● Constructed internal customer relationship management system which was used to track progress from prospect to sale, legal, and launch, including establishing training materials and a QBR framework to be used for all clients

● Developed advocacy program which encourages the creation of client advocates for reviews and references LEARNUPON - Philadelphia, PA & Remote

Customer Success Manager, Strategic Success 2020

● Managed team of 3 CSMs responsible for the largest enterprise accounts from signed contract through implementation, training, configuration, launch, daily support, continued strategic guidance and renewal

● Defined structure and processes for newly created onboarding team focusing solely on client implementation

● Developed internal customer opportunity tracking process for potential upgrades and referrals, individually earning over $160,000 ARR in upgrades over two years

Customer Success Manager 2018 - 2020

● Managed 140 accounts totaling $2,255,000 ARR, including 30 enterprises accounts, totaling $1,118,000 ARR

● Triage escalations from multiple clients simultaneously to ensure rapid turnaround and satisfaction of all inquiries

● Awarded nine 5 star customer reviews on 3rd party software review sites directly mentioning my level of support

● Created internal & external training documents and videos explaining new feature releases and workflows GREENPHIRE - King of Prussia, PA

Senior Project Manager II 2017 - 2018

● Successfully managed 35 projects, leading recurring status meetings, proactively monitoring study budgets, site adoption, patient enrollment, payment and travel reports, as well as developing creative solutions to unique issues

● Travel domestically and internationally to investigator meetings for implementing projects, presenting the product offering to client teams and all system users, training on specific aspects of the systems related to current project NAMELY - New York, NY

Team Lead 2016

● Led team of 6 account managers, assigning clients, assisting with issues and coaching on all aspects of the role

● Held weekly small team working sessions, as well as individual coaching sessions for assigned account managers

● Initiated and led project which developed a streamlined process for cross-departmental issue resolution Account Manager 2015

● Provided stellar and consistent support to 20 client relationships spanning all product offerings by attentively guiding client admins through running recurring payroll, open enrollment benefits periods, year-end payroll and tax calculations, performance management review cycles, and day to day human resources operations

● Implemented and configured 14 clients on HRIS, payroll, benefits, performance management, and time management products working with diverse personalities and sensitive employee data under strict timelines AUTOMOTIVE RESOURCES INTERNATIONAL - Mount Laurel, NJ & Minneapolis, MN Account Development Representative 2011- 2014

● Managed relationships and fostered growing partnerships with 52 clients - interpreting clients’ needs, delegating with precise expectations to internal service departments, producing deliverables in a time-sensitive environment

● Developed and presented monthly reporting, quarterly and annual reviews to track clients’ expenses, identify trends, outliers, and savings opportunities

BACHELOR OF ARTS IN COMMUNICATION, Rutgers University, New Brunswick, NJ 2011

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