Ryan Roylance Email & Phone Number

Chicago, Il, Us

San Francisco, Ca, Us

• Led a B2B team of 80 client partners and 7 managers to achieve record-breaking results by piloting and refining processes through data-driven decision making, driving efficiency, removing obstacles, and maximizing client impact• Scaled department into one of the fastest growing and most profitable parts of the business by hiring top talent, creating KPI's, and enhancing employee engagement• Led organization to 3 consecutive record breaking years averaging over 120% of target goals• Collaborated on redesign of recruitment strategy, leading to a 20% increase in new-hire performance and all time best employee retention• Designed and rolled out new career development framework, enhancing employee engagement and creating clear career pathing opportunities for sales representatives• Worked cross-functionally to simplify CRM and compensation processes, saving time and increasing productivity

San Francisco, Ca, Us

• Managed a dynamic team of Strategic Client Partners, working closely with Yelp's highest spending local advertisers to maximize advertising spend, educate and maximize usage of products & features, and increase share of wallet• Coached and mentored team members on complex sales strategies, improving team revenue performance by over 40% worth over $1M in ARR in first year• Developed sales processes & strategies designed to reduce sales cycles and increase average transaction value leading to an increase in average client spend by over 20%

San Francisco, Ca, Us

• Led the expansion of Yelp's Chicago office, scaling the Customer Success/Account Management team from 12 to 50 people and developing 6 Managers while creating and maintaining a winning culture• Achieved record-low client and revenue churn by implementing strategies that improved inbound answer rate by 20% and improved customer satisfaction scores by over 25%• Created and grew a team dedicated to upgrading existing clients, ultimately spawning a new role creating a new revenue line for the company

San Francisco, Ca, Us

• Passionately led a team of Account Managers, responsible for team metric attainment, career-pathing, and career/skill development • Helped develop, organize, and implement a new support structure for our clients and account managers• Worked with cross-functionally with managers and directors in other departments to ensure internal communication and productivity are optimal and efficient• Connected in weekly 1:1's and team meetings to offer and receive feedback, inspire production, and strengthen the team communication and relationship

San Francisco, Ca, Us

• Managed book of 300 clients to ensure product fit & understanding while maintaining high retention & renewal rates • Proactively communicated with business owners, managed advertising programs, answered questions, and ensured overall client experience exceeds expectations• Managed referrals, upsells, and contract renewals for book of business • Actively communicated with Yelp's finance team to collect and resolve all outstanding payments and subscription fees

•Coached, reinforced, trained, and developed employee behaviors to maintain a high-performance team with a "world-class service" attitude•Completed all major store operational tasks daily• Developed strategies and implement policy to attain high marks in key metrics• Researched and analyzed profit and loss reports to determine store strengths and areas of opportunity• Market "Mobile Broadband Champion," responsible for driving and maintaining metric results of 13 stores and increasing product adoption by more than 200%• Reinvigorated historically low-performing store to one with drastically improved numbers by consistently coaching behaviors and providing constant feedback to employees