Rich Henry work email
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Rich Henry personal email
Client Success and Relationship Management professional with over 10 years of experience in client-facing advisory and advocacy roles, including recent success in Customer Success in a B2B SaaS start-up, serving both SMB and larger, strategic customers. My past experiences have developed skills necessary to understand business problems, manage & support clients/businesses, quickly learn products, and provide value to an organization's processes, products, and services.I am a customer enthusiast who thrives on connecting with customers, understanding their challenges, and providing solutions that make a meaningful difference. The satisfaction of seeing customers achieve their goals and overcome obstacles, knowing I played a part in their journey, fuels my passion every day. I love customer success because it scratches my itch for creative problem-solving!Key accomplishments:- Client Retention and Expansion: Retained and expanded a renewal, achieving a 30% increase despite market challenges by demonstrating value, presenting strategic options, and coordinating with various departments.- Onboarding and Training: Created and implemented a comprehensive onboarding program, raising product adoption by 30% in three months, reducing support tickets by 15%, and increasing user satisfaction by 20%.- Collaboration and Feedback Utilization: Collaborated with product development teams to gather customer feedback, driving product improvements, resulting in a 25% increase in up-sell revenue within a year.Customer Success Skills:-Communication Skills (Effective Listening, Clear, Concise & Honest)-Relationship Management (Customer Relationship Building, Conflict Resolution)-Empathy and Emotional Intelligence (Understanding and Relating to Customer Emotions, Building Trust and Rapport)-Technical Proficiency (Product Knowledge, CRM Tools Proficiency, Technical Aptitude)-Problem-Solving Skills (Analytical Thinking, Proactive)-Project Management (Organizational Skills, Time Management)-Customer Advocacy (Voice of the Customer)-Data Analysis (Interpreting Customer Data, Data-Drive Decisions and Strategies)-Training and Onboarding (Ensuring Product Adoption and Time to Value)- Upselling and Cross-Selling (Identifying Revenue Opportunities, Increasing Customer Lifetime Value)Technical Proficiencies:HubSpot CRM | Zendesk | Monday.com | Google Suite | Microsoft Suite | Geographic Information Systems (GIS) | Spatial Analysis | ArcMap | Slack | GrafanaPlease contact me at jrichhenry@gmail.com
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Director, Client SuccessLandgateLoveland, Co, Us
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Director, Client SuccessLandgate Sep 2024 - PresentLoveland, Colorado, United States -
Manager, Customer SuccessPivvot, Llc Sep 2019 - Mar 2024Fort Collins, Colorado AreaCreated the foundation of the customer success department to accommodate significant growth and new customer onboarding while successfully managing a book of clients. Played a pivotal role in shaping the department’s vision, aligning it with organizational goals, and managing an influx of new customers.- Managed the full lifecycle of 50+ SMB and large strategic accounts, employing effective customer service support strategies and negotiating favorable terms to secure a 98% retention rate over three years.- Enhanced customer interaction and satisfaction by 25% using HubSpot and other tools to develop and implement effective customer engagement strategies.- Utilized data analytics and client insights from business reviews to enhance product offerings, resulting in a consistent 18% boost in upsell and cross-sell revenues across four years.- Developed tailored training programs by analyzing client needs and use cases, and leveraging best practices that reduced time to value by 20% and increased product adoption by 15%. -
Product OwnerPivvot, Llc May 2018 - Sep 2019Fort Collins, Colorado AreaLed the development journey of Pivvot's cloud-based collaboration platform tailored for the pipeline oil and gas, electric transmission, and renewables sectors. Demonstrated exceptional skills in cross-functional collaboration, customer relationship management, and adaptability in a fast-paced startup environment. Ensured Pivvot remained an innovative cornerstone in our clients' project solutions while staying aligned with our company’s vision and delivering outstanding customer success. - Directed the adoption of Zendesk, building a thorough knowledge base and contributing to the creation of in-depth educational content, leading to a 30% decrease in CSM support time in the initial 90 days. - Defined and prioritized the product backlog, improving sprint completion rates by 20% and enhancing cross-functional team collaboration using Agile methodologies and tools like JIRA. - Collaborated closely with Pivvot's Product Manager and Development team, contributing tostrategic direction, consulting with clients, and crafting and executing a dynamic productroadmap. - Contributed to compelling marketing and sales collateral, including webinar and conferencepresentations, engaging demonstrations, and informative videos.The hands-on experience gained as a Product Owner, particularly in cross-functional collaboration,client engagement, and tactical planning, provided a solid foundation for leadership to spearheadcustomer success initiatives with confidence and efficacy.
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Integra Link - Operations ManagerTrc Companies, Inc. Jul 2014 - May 2018Fort Collins, Colorado AreaLeveraged deep industry and software expertise to design in-app solutions for existing Integra Linkusers. Focused on user experience, a deep desire to understand and solve business challenges,and data quality and accuracy. - Designed and implemented workflows, provided technical support, and contributed to theIntegra Link product road map. - Worked closely with internal and external customers to define requirements, understandbusiness needs, and provide workflow or software solutions. - Developed product marketing and sales collateral, training videos, user guide, and productnewsletter. - Prepared and facilitated sales demonstrations and industry conference presentations. - Built and supported sites and managed user access and security. - Provided first and second tier support for users. -
Project Manager / Product ManagerNew Century Software Aug 2005 - Jun 2014Fort Collins, ColoradoProduct ManagerServed as the driving force behind the evolution of New Century Software’s flagship product suite,SheetCutter, and other solutions aimed at pipeline oil and gas operators. - Maintained a relentless focus on optimizing user experience and functionality by gatheringuser feedback and orchestrating product enhancements and releases. - Collaborated with cross-functional teams to champion best practices in product developmentand implementation, ensuring seamless integration with client workflows. - Product lifecycle management approach was instrumental in the successful launch of keyapplications including Express Loader and Gas HCA Analyst, elevating user satisfaction andmarket competitiveness.Project ManagerLed projects of varying complexities with a focus on precision and efficiency, ensuring that clientobjectives were met on time and within budget while fostering strong relationships with stakeholdersat every level. - Demonstrated effective collaboration with internal and client-facing resources. - Navigated challenges with excellent communication and project tracking to facilitateseamless project execution. - Proactive approach to problem-solving was instrumental in overcoming technical hurdles,earning accolades from clients for consistently delivering innovative solutions.
Rich Henry Education Details
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Wildlife Biology
Frequently Asked Questions about Rich Henry
What company does Rich Henry work for?
Rich Henry works for Landgate
What is Rich Henry's role at the current company?
Rich Henry's current role is Director, Client Success.
What is Rich Henry's email address?
Rich Henry's email address is rh****@****ate.com
What schools did Rich Henry attend?
Rich Henry attended Colorado State University.
Who are Rich Henry's colleagues?
Rich Henry's colleagues are Erica Fleming, Giulia Carlino, Nicole Wood, Doug Ellison, Eric Thompson, Tyler Morton, M.s., Karlen Beitman.
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Rich Henry
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3digitalglobe.com, hotmail.com, maxar.com4 +170854XXXXX
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Rich Henry
Cape Elizabeth, Me1lfg.com3 +160322XXXXX
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