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I have 14 years experience in Customer Implementation, Success, and Growth. I have spent my career building teams from scratch and leading them in hypergrowth startup SaaS environments. I have 8 years of experience building new Customer Success and Implementation models from SMB to Enterprise and have seen great success reducing churn and driving revenue retention.
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Head Of Customer SuccessWorkyard Apr 2024 - PresentSan Mateo, California, Us -
Sr. Customer Success ManagerTerminal49 Dec 2022 - May 2024San Francisco, Ca, UsDesign highly effective Customer Success Playbooks to optimize performance and efficiency of a newly formed Customer Success Team, ensuring enhanced customer satisfaction and retention rates. Employ creative approaches in developing comprehensive support materials including articles, videos, and outbound customer marketing collateral to drive adoption of new features.● Supported and enabled enhanced sales performance while serving as dedicated Pre-Sales Engineer and Demo Specialist.● Managed a portfolio of Small and Midsize Business (SMB) customers, generating an annual revenue of $760K. -
Sr. Manager Of Implementation And Customer SuccessPcs Software Inc Dec 2020 - Jan 2023Houston, Texas, UsExecuted company-wide customer experience mapping to document all processes and develop customer central action and performance models. Orchestrated conversion of implementation team into customer service team to improve customer satisfaction and net promotor scores while decreasing churn. Modeled team on the Technology Service Industry Association’s (TSIA) L.A.E.R (Land, Adopt, Expand, Renew) model promoting customer-centricity. Advocated internally for relevant feature enhancements and priority bug fixes on behalf of customers. Mentors and supervised team of 5.● Established new revenue stream through development and institution of a “University” where users could self-certify on platform.● Engineered tiered touch point system based on existing price model to automate feedback and cultivate relationships.● Recognized as 2021 President’s Club winner for outstanding performance.● Attained record for most customers (33) onboarded in a month. -
Product OwnerTessalink Nov 2017 - Dec 2020Houston, Texas, UsOversaw complete product portfolio: assessed detailed user stories, gathered feature requests, scheduled product releases, and coordinated sprints. Advocated for customers, capturing end users’ pain points and vision. Guided PaaS customers in Agile Methodology. Mentored internal and external teams in Agile Methodology. Navigated stakeholder commitments, prioritizing team workflow free of outside pressures and disruptions to the Agile process. Consulted on product roadmaps, sprint goals, and industry trends. Developed content to support marking and support departments.● Maximized process improvements and continuous enhancements into documented measurable value.● Instituted product lines with PaaS, increasing monthly revenue by $20K.● Advanced usage based on data volume by 25% from 2018 to 2019. -
Customer Success ManagerTessalink Dec 2014 - Nov 2017Houston, Texas, UsSpearheaded customer success strategy through full process lifecycle. Advanced production adoptions, expansion, and continuity. Composed success plans for multiple customers, outlining critical success factors, metrics, and potential risks, and devised meaningful recommendations. Delivered impeccable client onboarding and training, both online and virtual, and customized to each customer’s needs. Developed customer portal featuring how-to guides and videos designed to help customers use the software.● Coordinated project with a large enterprise customer worth $400K in services.● Orchestrated customer success functions for $12MM book of business.
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Air Transportation CraftsmanUnited States Air Force May 2007 - Feb 2016Randolph Afb, Tx, Us -
Production Manager/Service ManagerGorman Uniform Oct 2010 - Dec 2014
Dylan Sewell Skills
Frequently Asked Questions about Dylan Sewell
What company does Dylan Sewell work for?
Dylan Sewell works for Workyard
What is Dylan Sewell's role at the current company?
Dylan Sewell's current role is Customer Experience Professional.
What is Dylan Sewell's email address?
Dylan Sewell's email address is dy****@****oft.com
What is Dylan Sewell's direct phone number?
Dylan Sewell's direct phone number is +183256*****
What are some of Dylan Sewell's interests?
Dylan Sewell has interest in Children, Economic Empowerment, Civil Rights And Social Action, Politics, Environment, Science And Technology, Human Rights.
What skills is Dylan Sewell known for?
Dylan Sewell has skills like Communication, Project Management, Procurement, Budgeting, Military Logistics, Team Leadership, Leadership Development, Strategic Planning, Product Innovation, Customer Retention, Long Term Customer Relationships, Customer Support.
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