Ryan Openshaw Email & Phone Number

San Francisco, California, Us

Ames, Iowa, Us

Source Customer Success Qualified Leads from existing book of business and work collaborativelywith the Account Owners and Sales team.Strategic engagement rate on 80% of accounts to provide learning opportunities and deepen adoptionwith existing use cases.Success Plan building with 25% of my book of business, including identifying Verified Outcomes to showopportunities to grow using the product in new ways.Conduct 5 Leadership Business Reviews with decision makers.

Atlanta, Us

Analyzed current account management practices and provided recommendations for improvement.Develop and implement strategies to enhance customer retention and loyalty.Provide strategic advice on planning, organizing, and maximizing trade show initiatives.Collaborate with internal teams to align strategies with business objectives.

Pleasant Grove, Utah, Us

Most recently at Whistic I was responsible for managing the entire post-implementation experience including renewals, up-sells, expansion and strategic account planning. A lot of effort went into building and maintaining strong relationships with key stakeholders and end users through regular check-ins and proactive outreach. It was critical to understand key business objectives and ensure product is implemented correctly and being used to meet those needs. I worked closely with each account as a trusted advisor and advocate, escalating support issues and product feedback to appropriate resources internally. I have experience using Tableau and other BI tools to carefully analyze usage and NPS data to build and present executive business reviews. I was seen as a product expert responsible for communicating value to end users and decision-makers. I work cross-functionally with multiple departments including Product, Support, Professional Services, Implementation, Sales and Leadership team to build account plans and deliver on customer needs.

Pleasant Grove, Utah, Us

San Francisco, California, Us

First CSM hired at ReadMe to implement and onboard enterprise customers. Responsible for managing all aspects of customer life cycle. Managing renewals, upsells, and contract negotiations as well as tracking revenue change data to track Gross Revenue Retention, Net Revenue Retention and Churn. Responsible for the technical implementation of new accounts to meet customer expectations. Responsible for customer onboarding and ongoing engagement.Built out spreadsheets and processes to track customer accounts, product usage, as well as customer segmentation and pulse. Responsible for upkeep of SalesForce, Asana tasks, spreadsheets and knowledgebase. Main source for collecting customer feedback and support issues to create engineering tickets and feature requests then advocate for customer needs.

Salt Lake City, Utah, Us

Summary:Responsible for efficiently addressing and managing K12 client needs and expectations resulting in strong relationship development and ensuring success and overall satisfaction with software and services provided. Strategic focus on rollout, adoption and growth of the Canvas software within assigned accounts.Highlights:- Entrusted with largest schools and highest profile accounts.- Developed Executive Business Reviews to report usage and identify areas for improvement.- Successfully employed Change Management techniques.- Consistently achieved 95th percentile and above in CSAT survey results.- Identified and scoped out opportunities for additional revenue. - Mentored and trained team members and displayed strong team-work ethic. - Identified at-risk accounts and developed strategies to find resolutions and ensure satisfaction.- Extensive communication and relationship building with internal resources.- Received "Calm in the eye of the storm" award and was voted Implementation pick for CSM of the year in 2016.

Salt Lake City, Ut, Us

Summary:Managed team of customer success representatives where we supported customers with replacing, repairing and troubleshooting computer hardware and software.Highlights:- Developed strategies and processes to efficiently manage returns and repairs. - Managed and developed inventory and order fulfillment process.

Gb

Summary:Conducted onsite meetings, extensive needs assessments and gave custom presentations identifying key strategic advantages based on research uncovered in needs assessments. Highlights:- Strategic sales position for public safety software company. - Built strong relationships with key personnel at agency. - Manage long term sales process and built custom sales proposals.- Assisted in RFP and RFI responses.

Gb

Develop prospects in the early phases of the sales pipeline.

Gb

- Managed day to day operations for a call center conducting market research with public safety departments to find potential leads for Sales team follow up. - Developed a training program, resource materials and extensive tracking spreadsheets.

Bs - Business Management, Business

General Studies