Ryan Mccole Email & Phone Number

San Mateo, Ca, Us

Sought out by executive leadership to lead the international Customer Success Management (CSM) team, overseeing hiring, resource allocation, and mentoring direct reports. Advised executive decision-makers on major customer support strategies while implementing OKRs (Objectives and Key Results). Responsible for scaling high performing teams across North and South America that align company, team, and individual goals, ensuring continuous progress. Drove ongoing monitoring, forecasting, and decisive actions while maintaining accountability for overall performance and goal achievement.● Drove Customer Success teams to an increase in gross retention from 70% to 90% within 24 months● Led 300% growth in contractual enhancements, leading to predictable net retention through multi-year automatic renewals● Built and scaled global CSM team across three continents, optimizing performance while balancing headcount allocation● Developed and implemented a dynamic CSM playbook, leading to a significant boost in customer satisfaction ● Acknowledged by executives as Top CS Team exceeding gross revenue and net retention goals company-wide

San Mateo, Ca, Us

Promoted to lead all aspects of Customer Success teams for post sales. Oversaw Pricing Intelligence & Minimum Advertised Pricing Compliance across North America sales territory ensuring quick product adoption by customers leading to quicker value realization. Coached effective identification of up-sell/cross-sale opportunities. Worked in collaboration with Sales, Implementation, Product, and Engineering to provide critical product roadmap feedback.● Implemented changes to account management processes within Salesforce leading to greater visibility into customer health, use cases and risk to future renewals / growth● Successfully managed software implementations of Microsoft Office to Salesforce for customer health tracking

San Mateo, Ca, Us

Promoted to a player-coach role, leading Customer Success Managers to deliver value-driven customer onboarding and become trusted advisors ensuring long-term client success while maintaining key strategic enterprise accounts. Successfully led live webinars with interactive Q&A sessions, demonstrating in-depth knowledge of the online and in-store retail intelligence product suite for customers and prospects.

San Mateo, Ca, Us

Tasked as liaison between customers and internal teams to escalate issues, recommend solutions, enhance customer experience, and accelerate time-to-value for newly onboarded clients. Known for achieving the highest combined gross and net retention and consistently drove customer satisfaction rates to new highs. Oversaw US & Canadian Strategic accounts.

San Mateo, Ca, Us

Recruited to company to stabilize SMB and mid-market customer base. Improved customer onboarding process and training programs. Collaborated with product teams to provide feedback for customer journey during early phases of product development. Worked with both internal and external C-Suite to endure adoption of products for flagship consulting firms.

Austin, Texas, Us

Territory Account Manager for South San Francisco Bay Area mid-market and emerging customers. Managed complete sales cycles, post sales deployments, and renewals for customers. Led discovery calls to assess customer pain points and collaborated with C-level executives to close deals around integrating hardware systems, virtual machines, clustered database environments, and SaaS applications.● Partnered with Field Representative to significantly grow usage and spending ● Earned 2016 Award of Excellence for exceeding sales quota

San Francisco, Ca, Us

Sold, scoped and planned customer projects to align with business needs, leveraging Advent support expertise to maximize product usage. Delivered formal proposals, contracts, and statements of work. Coordinated with consultants to ensure successful customer engagements. Collaborated closely with internal Sales, Legal, Product Development and Support teams to achieve project goals that ensured on-time delivery within allocated budgets. ● Promoted to engagement manager from real time equities and derivatives trading (Moxy) technical support desk● Consistently exceeded services revenue targets and engagement bookings via deep understanding of the financial services industry and its need for Advent products

San Francisco, Ca, Us

Provided customer support as member of the Moxy support team via phone, email, WebEx / GoToAssist, and SalesForce Vantage. Moxy, an OMS (trade order management system), is used by over 800 financial institutions worldwide.• Conducted hands-on technical problem solving in client and test SQL environments via scripting, stored procedure creation, modification of scheduled tasks / batch files, and assisting with database management• Successfully completed 12-week initial testing and certification process in financial industry knowledge, Windows networking, Axys, APX, and Moxy applications• Created internal certifications and guides; trained new hires and specialists alike• Gained internal certification in the following topics during tenure on Moxy team: o SCP (Service Capability & Performance Standards) o FIX (Financial Information Exchange) - an electronic trading protocol o Microsoft SQL Server - relational database management and language o Windows Networking o DTCC, Oasys, Moxy Uploads - tools for reconciliation and sending trade information to brokers and custodians o Axys & APX - Advent portfolio management / accounting tools

El Cerrito, California, Us

Worked in an integral role within a small team to provide excellent customer service at all times to a club of over 400 members and their guests. Main responsibilities included accommodating member and guest requests above all else, organizing and running golf tournaments, and teaching golf lessons and clinics to all ages and levels of play. Studied and tested independently of club duties for PGA membership certification.• Conducted more than 300 lessons and clinics to a large and ever-growing client base of individuals of both sexes ranging from 4 to 84 years old, solving complex swing flaws while considering the student’s limitations and calculating approaches to different problems. Responsible for the conceptualization and teaching of 3 years of summer and school-day afternoon junior golf camps.• Managed, trained and supervised a team of 10 individuals responsible for providing outside service to club members and guests. • Advertised (including writing publicity materials), organized, and executed over 200 golf tournaments of up to 140 participants each for members, guests, and large corporations hosting outings at Mira Vista Golf & Country Club.

B.A., Economics

Pga / Pgm Level 3 Status, Professional Golf Instruction & Golf Course Management

International Baccalaureate, French