Ryan Belcher Email & Phone Number

Westwood, Massachusetts, United States

-Revamped implementation and onboarding framework to align with the company's expansion into the SaaS domain.-Facilitated seamless collaboration between support and product teams while serving as a new, advanced tier of customer support.-Spearheaded all aspects of the company's integration with the prominent payment processor, Stripe.-Led the implementation of SaaS industry standards and systems, empowering the organization’s flourishing software division to thrive in the ed-tech sector.

-Managed a group of direct reports on the Zmags support team across the US, UK and India.-Accomplished faster than ever reply times (under 2 hours), maintained a 99% CSAT (Customer Satisfaction Score), and notably improved Zmags’ NPS (Net Promoter Score).-Optimized processes in Zendesk using macros, triggers, automations and more to enhance efficiency in handling support tickets.-Led the implementation of multiple clients simultaneously, ensuring successful adoption of the Zmags software for dozens of mid-market to enterprise level businesses.-Worked with a variety of stakeholders, including but not limited to marketers, designers, developers and C-level executives (mostly CMOs or CTOs).-Developed dashboards and playbooks for tracking open onboardings, introducing a scalable project management style approach to client onboarding.-Achieved over 75% reduction in average onboarding duration, decreasing client meetings from a dozen or more calls to just three.

Boston, Massachusetts

-Redesigned and revamped two outdated customer support portals, improving documentation structure for long-term maintainability.-Built a comprehensive library of on-demand learning videos, ranging from full walkthroughs of the software to quick breakdowns of specific topics.-Attained a remarkable 1000% increase in average monthly interactions (clicks and views) for both portals, elevating engagement from a few hundred to a few thousand.-Implemented a customer feedback loop, improving issue visibility across support, sales, customer success, and product teams.-Cross-collaborated daily with those same teams to streamline the customer lifecycle.

Boston, Massachusetts

-Joined the organization during its growth phase and played a key role in establishing theSupport department.-Implemented support processes, enhancing communication channels and improving customersatisfaction.-Independently designed a Zendesk support portal and knowledge base, providing customerswith self-service options.

Burlington, Massachusetts

-Became the company's first US-based support team member, contributing to international success.-Provided technical support and onboarding for clients across the US and UK, including reputable publications such as The Boston Globe, The Chicago Tribune, The Guardian, and The Evening Standard.-Demonstrated efficiency in the fast-paced digital publishing/news industry.-Managed B2B relationships with PageSuite customers, while providing support to their B2C client base.-Collaborated effectively with PageSuite’s UK-based headquarters and functioned independently outside of their standard business hours.

Lincoln, Massachusetts

-Mastered the company's software through guided orientation and self-teaching methods.-Assisted clients via email, phone, or on-site, while functioning as an extension of the production services department when needed.-Utilized a variety of tools in the Microsoft Office 365 and Google Suites, for both internal and customer facing purposes.