Bryan Winkle Email & Phone Number

United States

Elkhorn, Nebraska

Cultivated enduring customer relationships by serving as trusted advisor to assigned portfolio of enterprise clients. Fostered adoption and usage of products by guiding customers through onboarding and product setup processes. Enhanced customer satisfaction and retention by identifying and resolving potential issues. Drove business objectives by collaborating with clients to define and monitor KPIs. Implemented feedback-driven improvements to customer success strategies while ensuring alignment with client needs and business goals.● Achieved customer retention rate of 94% by delivering unparalleled support and relationship management over six-year period.● Exceeded Net Revenue Retention (NRR) targets, reaching 110% through strategic account growth and retention initiatives.● Oversaw diverse portfolio of 40 to 60 SMB and enterprise customers, collectively responsible for ARR of $3.5M.● Leveraged industry expertise to create and deliver impactful quarterly business reviews, solidifying client relationships and contributing to service retention and expansion.

Austin, Tx

Owned all processes related to development and implementation of best practice processes to enhance operational efficiency. Led Executive Escalations team to address and resolve high-priority customer issues. Devised and deployed strategic plans to improve productivity. Advocated for customers, delivering continuous value addition to customer experiences. Corresponded with dissatisfied customers to ensure resolution and satisfaction. Conducted statistical analysis using KPIs to refine customer support strategies and administer modified action plans.● Delivered strategic direction to team of eight Senior Support Engineers. ● Increased productivity by 25% through strategic analysis of tool efficiency, product training, and employee engagement.● Won Gold Stevie award for Customer Support Manager of the Year in 2016 for creating and leading effective escalation team.● Built and trained specialized second-level support team to tackle complex customer issues, reducing executive escalations.● Collaborated with development teams to enhance product offerings and customize solutions, thereby increasing customer success.● Streamlined support processes by identifying and implementing improvements, contributing to more efficient resolution workflow

Round Rock, Tx

Led diverse, global team of level one and level two support agents, ensuring high-quality customer service and technical support across various time zones. Collaborated with cross-functional teams, including level three, Development, and Development Operations, to enhance product design and testing and streamline operations to improve customer satisfaction. Defined and implemented KPIs to monitor team performance and identify cost-saving opportunities. Delivered quarterly Ops reviews, presenting critical content to inform strategic decision-making.● Led successful onboarding and training of new support agents, culminating in onsite training session in Kuala Lumpur.● Built world-class support team capable of managing customer needs across different languages and time zones.